Character Full 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.

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.

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

Returns

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, your item must be:

• unused and undamaged;
• returned in its original packaging where possible;
• accompanied by proof of purchase, such as your receipt or delivery documentation.

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.

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

To request a return, please contact:
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.

EU customers retain all statutory cancellation rights under applicable consumer protection laws.

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 to process the refund.

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

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