F.A.Q.

If you decide that you have changed your mind and do not want the product(s)  ordered, please e-mail or call us as soon as possible.

If the item has not been shipped, a full refund will be made within 5 business days.

If the product has already shipped, a refund will be provided once it is returned.   Returned shipping will be the responsibility of the customer.  If the product(s) have  been returned unused and undamaged, a refund will be made within 5 business days of receipt.

Defective or Wrong Product Received by Customer

Masque will issue a refund on defective or wrong products received, if the item is returned in an unused condition.  It is the responsibility of the customer to email or contact us by phone immediately upon receipt of a defective or wrong item.   Explain the problem in as much detail as possible and include your order number.  Defective or wrong products sent are refunded in full and return postage is covered .  Customer must return products within 14 days.

Changed Mind

Masque will issue a refund on “unwanted” products if the item is returned in an unused and undamaged condition.  It is the customer’s responsibility to e-mail or contact us by phone immediately upon receipt.  Unwanted products are refunded in full, excluding shipping and handling charges.  Customer must return products within 14 days.

Shipping back to Masque

You are asked to send the products back to us by priority U.S. mail.  We will issue shipping instructions and our return address in our follow up e-mail. We will then issue a refund within 5 working days of receipt.

If you live outside the continental United States, Masque will coordinate shipping with you.

Please do not forget to write on your package your Name, contact details, order number and state if the product is “unwanted,” “wrong item” or “damaged”

Colors

All our products are handmade and are continuously being modified.  The colors of the products on this web site may be slightly different from the actual item sent to you as each computer display can show colors differently.  Remember these are handmade products and finishes are applied by hand.  They may be a slightly different shade then what is depicted on the site.

Sizes

As each product is handmade, size variation is to be expected and adds to the uniqueness of each piece.  All sizes depicted on this web site are approximate.

Your privacy is of the highest importance to us!

We will only use your e-mail to send a receipt of your order, send a follow-up to check that your order was received to your satisfaction, and respond to any questions you may have.  We will send email to those requesting to be notified of new items, upcoming sales or to those wishing to receive our newsletter.

Masque will never share, sell, or rent individual personal information with anyone for any reason. Know that all personal and private information you provide is completely secure. Masque is in total compliance with state and federal laws regarding internet fraud and privacy security. For further information please send an email via our Contact Page