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.