Shipping policy

Shipping Policy

Production & Processing

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.

Delivery to EU Addresses

We ship to all EU countries on a Delivered Duty Paid (DDP) basis. This means all import taxes and duties are included in the price you pay at checkout — there will be no additional charges upon delivery. Orders are sent via UPS and typically arrive within 3-5 working days after dispatch. All orders are tracked end-to-end and require a signature upon delivery.

International Shipping (Rest of World)

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.

Please note: Orders shipped to destinations outside the UK and EU 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