Returns & Cancellations

Your Right to Cancel (EU Customers)

If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your item, without giving any reason (the “cooling-off period”).

To exercise this right, please contact us at mail@strangefacemasks.com before the 14-day period expires.

You must return the item to us within 14 days of notifying us of cancellation. Return shipping costs are the responsibility of the customer unless otherwise required by law.

Our Returns Policy (All Customers)

In addition to your statutory rights, we offer a 14-day returns policy. You have 14 days after receiving your item to request a return.

To be eligible for a return, items must be:

• unused and undamaged;

• returned in their original packaging where possible;

• accompanied by proof of purchase, such as your receipt or delivery documentation.

Please contact us before returning any item. Items sent back without prior approval may not be accepted.

To request a return, please email:
mail@strangefacemasks.com

Approved returns should be sent to:
Strangeface Masks
2a Speldhurst Road
Southborough
Kent
TN4 0DP
United Kingdom

Refunds will only be issued to the original payment method used for the purchase.

The cost of returning items is the responsibility of the customer unless the item is faulty, damaged or incorrect.

Because many of our products are handmade to order, slight variations in finish and appearance are part of the nature of the work and do not constitute defects.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival and contact us promptly if your item is:

• damaged;

• faulty;

• incorrect.

If possible, please include photographs so that we can assess the issue and determine the best solution.

Where an item is confirmed to be faulty, damaged or incorrect, we will offer either:

• a replacement;

• a repair;

• or a refund,

in accordance with your statutory rights.

We cannot offer refunds or replacements for damage resulting from:

• normal wear and tear;

• accidental damage;

• misuse;

• improper storage or handling.

Refunds

Once your return has been approved and received, refunds will be issued to your original payment method within 14 days.

For cancelled orders within the EU cooling-off period, we will refund the standard original delivery cost. Any import taxes and duties collected at checkout will be refunded where recoverable or where required by law. Return shipping costs are non-refundable unless required by law.

Please allow additional processing time for your bank or card provider.

If more than 14 days have passed since we received your returned item and you have not received your refund, please contact us at mail@strangefacemasks.com.

Your Statutory Rights

This policy is provided in addition to and does not affect your statutory rights.

UK customers retain all rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. EU customers retain all rights under applicable EU consumer protection legislation, including the Consumer Rights Directive.

For further information regarding your consumer rights, you may contact your local consumer protection authority.

If you experience any difficulty regarding returns or cancellations, please contact us at mail@strangefacemasks.com.