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FAQ

Frequently Asked Questions

 
When will I receive my order?

We will do our best to ship your purchase within two days of receiving your payment.  Shipping takes between 6 and 10 working days by International Air, and 4 - 6 working days via Express Courier.  You can select one of these options on checkout.  At present we are offering FREE International Air shipping worldwide.

 
What if my order is damaged?
We take a great deal of care to package our masquerade masks in such a way as to minimize the risk of damage in transit. However, should this occur, a replacement item will be shipped at no cost if this is available. If a replacement item is not available, then a back order can be raised, a credit can be made against another product or a full refund for the item will be provided.
 
Is it safe to order using my credit card?
Shopping at Italy Mask is 100% safe. Our site is protected by SSL encryption technology.  No record is kept of your credit card details.
 
I want to return my order. What do I do?
If you are not 100% satisfied, you can return it for a full refund within 28 days of purchase. Please return any items using the packaging we used to send it to you if it is still serviceable.  If not please use a similar grade of packaging to ensure safe delivery to us.  Returns must be in original, undamaged condition and in the state you received them. Please include a note stating clearly your name, address, date of purchase and reason for return, and whether you would like a replacement or a refund. 
 
Do you ship Internationally?
Yes, we ship all over the world and have many repeat customers from every continent.
 
What do you charge for shipping?

Shipping rates for your country can be seen after you have placed an item in your shopping cart and before you check out.  At present international air shipping (5-10 working days) is FREE.

What forms of payment do you accept?
We accept Visa, Mastercard and PayPal.  Please note all prices quoted are in US$. 
Do you back order items?
Yes, we do record back orders on request if we are able to get these for you. Please contact us for an estimate of how long your order will take or for further information:  back order query
 
Do you have a printed catalogue?
No, our catalogue is on-line only due to the fact that we are constantly updating and adding to our product lines.
 
Can you source an item for me?
Please enquire! We don't carry stock of every item in every range and there may well be another product or design within a range that we can order for you on request.
 
I don't like ordering on-line.  Can I place my order with a live human being?
Of course you can.  Please call us on +64 9 638 8993, but please check our time zone at www.timeanddate.com/worldclock/converter.html  and call us between 10am and 4.30pm New Zealand time!
 
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Customer Service
Contact Us
​Ph: +649 834 0290 
INFO@ITALYMASK.COM