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FAQ

Frequently Asked Questions

 
When will I receive my order?

We will do our best to ship your purchase on the next business day after receiving your order..  Shipping times vary based on location but are usually:

  • New Zealand: 1-3 business days depending on location
  • International: 3 business days
 
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. You can also select PayPal as a payment option.

 
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. Shipping is free and fast.

 
What do you charge for shipping?

Shipping worldwide is free.  

What forms of payment do you accept?

We accept Visa, Mastercard and PayPal.

 
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. Each masquerade mask is handmade and unique, so we strive to keep the online catalogue updated with as accurate photos as possible.

 
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. We have a maintain a good relationship with our mask manufacturers and will gladly do everything we can to help!

 
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 9 834 0290.

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Customer Service
Contact Us
​Ph: 021 0404 834 (New Zealand only)
info@italymask.com