Lecoq Style Neutral Mask Set

Securing the Elastic

Each mask is supplied with a length of black elastic. Tie the elastic firmly for a secure fit, using a double knot to prevent it from pulling through the hole unexpectedly.

Putting the Mask On

To avoid straining the mask, place it gently over your face first, then pull the elastic over your head. This prevents the mask from being forced apart which can weaken or damage it over time.

Cleaning the Mask

Use alcohol-free wipes to clean the mask between uses. Do not use alcohol-based wipes, as they will quickly damage the glaze and paint finish.

Mask Storage

Store your mask in the supplied bag to protect it from dust and abrasion. Avoid leaving masks in direct sunlight for extended periods, as this can fade colours and weaken the paint finish.

Adjusting the Foam

The internal foam is shaped to suit a ‘generic’ face. If you need extra padding, you can add your own using a glue gun—apply glue to the foam, then press it into place. If the existing foam feels too thick, trim it carefully with nail scissors to achieve a comfortable fit.

What to Avoid

• Harsh chemical cleaners
• Contact with sharp edges
• Exposure to heat sources
• Prolonged direct sunlight

Shipping Policy

Our products are handmade to order. All orders are processed and shipped within 20 working days of receipt of payment (30 working days for orders containing leather masks and puppets). Orders will only begin to be processed once full payment has been received. When you have placed an order you will receive an email confirmation of receipt of your order and payment. When your order has shipped, you will receive an email notification from UPS which will include a tracking number you can use to check its status. Please allow 24 hours for the tracking information to become available.

Shipping Charges

Shipping charges for your order will be calculated and displayed at the checkout page of our online shop.

Delivery to UK Addresses

Orders dispatched to UK addresses will be sent via UPS which aims to deliver in one to two working days. All orders are tracked end-to-end and require a signature upon delivery.

International Shipping

We ship our masks to destinations all over the world. However, we currently do not ship to: Afghanistan, Dominica, Guinea-Bissau, Libya, Moldova, Russia, Belarus, Somalia, South Sudan, St Vincent & The Grenadines, Syria, Ukraine, Ukraine- Crimea region, Venezuela, Yemen.

Taxes for International Shipping

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Strangeface Masks is not responsible for these charges if they are applied and are your responsibility as the customer.

Shipping with Freight Forwarder

VAT can be reclaimed directly from the appropriate authority or refunded upon receipt of official documentary evidence that these specific goods have been shipped to their final destination outside the VAT zone within three months of dispatch from our workshop. Documentary evidence needs to include your invoice number and our company name ‘Strangeface Masks’. Unfortunately we will not be able to refund VAT unless these criteria are fulfilled.

Shipping to P.O. Boxes

We regret that we currently are not able to ship to P.O. Boxes. Please provide an alternative shipping address.

Refunds/Returns/Exchanges

You have 14 days to cancel your order after receiving it, and a further 14 days to send masks back for a full refund (including outward delivery costs). If you would like to return the mask(s), Any returns must be unworn and in their original condition and packaging, and you must have your receipt or delivery documents as proof of purchase. Please see our Returns Policy for more information.

Damaged Items

Our orders are shipped in strong packaging. However, in the unlikely event that your order arrives damaged in any way, please email us as soon as possible at mail@strangefacemasks.com with your tracking number and photos of the damaged packaging and the item’s condition. We address these on a case-by-case basis and always strive to bring about a swift and satisfactory outcome.

If you have any further questions, please don’t hesitate to contact us at mail@strangefacemasks.com

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be unworn and in their original condition and packaging, and you must have your receipt or delivery documents as proof of purchase. Please note we can only accept returns from the person who bought the item. The cost of returning the item to us is the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted. To start a return, please contact us at mail@strangefacemasks.com. Once we approve your return your item will need to be sent to the following address: Strangeface Masks 2a Speldhurst Road Southborough Kent TN4 0DP United Kingdom You can always contact us for any return question at mail@strangefacemasks.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received an incorrect item, so that we can evaluate the issue and make it right. Please email us at mail@strangefacemasks.com explaining the issue. If possible please include photographs of the item and the damage so that we can assess what the best option is. If the item is defective, damaged or incorrect we will offer a refund or a replacement provided the problem is reported to us within six months of purchase. We cannot offer refunds or replacements if your item was damaged by normal wear and tear, accident, abuse or misuse.

Refunds

Once your return has been approved and the item returned to us we will refund the cost of the item (including the original shipping charge, not including any import charges or customs duties) to your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 14 business days have passed since your item was returned to us, please contact us at mail@strangefacemasks.com. If you would like any further information regarding your statutory rights, please contact your local Trading Standards office. This returns policy is in addition to, and does not affect, your statutory rights. If you experience any difficulties with returning goods, please email us at mail@strangefacemasks.com or complete our contact form explaining the problem.