Information

We strive to process and ship all orders within 3–5 business days, excluding weekends and holidays, unless otherwise stated. Once your order has been processed, you will receive a confirmation email with tracking information. Shipping times may vary depending on your location and chosen shipping method, but standard domestic delivery typically takes 5–14 business days. Please note that international orders may be subject to customs delays, duties, or taxes, which are the responsibility of the customer. We are not liable for lost or stolen packages once they have been marked as delivered by the carrier, so we recommend ensuring that your delivery address is secure. If your order is returned to us due to an incorrect or incomplete address, additional shipping charges may apply to reship the item. If you have any questions or concerns regarding your shipment, please contact us at Masquerademerch@gmail.com

Customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may request a return or refund within 14 days of receiving your order, provided the item is unused, unwashed, and in its original packaging, accompanied by proof of purchase. Please note that custom or personalized items, digital downloads, and clearance merchandise are non-refundable. To initiate a return, contact us at masquerademerch@gmail.com with your order number and reason for the request. If your return is approved, we will provide instructions for shipping the item back; return shipping costs are the responsibility of the customer unless the item was received damaged or in error. Once the returned item is received and inspected, a refund will be issued to the original method of payment within 5–10 business days. For items that arrive damaged or incorrect, please notify us within 7 days of delivery and include photos of the item and packaging so we may promptly resolve the issue.

We welcome special requests for customizations, bulk orders, or unique inquiries and will do our best to accommodate them when possible. All special requests must be submitted via email to masquerademerch@gmail.com prior to placing your order, including detailed specifications and any applicable deadlines. Approval of a special request is subject to product availability, production capacity, and the nature of the customization. Additional processing time, fees, or design charges may apply depending on the complexity of the request. Once a custom or special order is approved and confirmed, it is considered final and non-refundable unless the item arrives damaged or incorrect. We reserve the right to decline any special request at our discretion. If you have questions about a specific idea or need assistance, please don’t hesitate to contact us directly