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About Us
Masquerade, are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.
Our Contact details:
Masquerade,
35 Orchard Street, Weston-Super-Mare, Somerset. BS23 1RH United Kingdom
Phone: 01934 419953
Fax: 01934 812747
Email: info@masqueradeonline.co.uk
VAT No: 736 4029 37
Copyright Information
This site and the images on it are copyright to Masquerade and Masquerade Fancy Dress Hire Limited and our suppliers and licence holders. All rights are reserved. Any links to this site should be requested in writing.
Registered Office: 35 Orchard Street, Weston-Super-Mare, Somerset, BS23 1RH England
Making A Purchase
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we will require to be able to complete the order.
If you are shopping from North America or anywhere else, place your order and your credit card company will convert the transaction to US Dollars or your own currency.
How can I pay for goods and services over the web?
We accept card payments such as Visa, Visa Delta, Visa Electron, MasterCard, Maestro (Switch), Solo and American Express. Like any other shop we require full payment for all purchase and transport costs before goods can be released. This is important where the delivery charges are not standard. (see Shipping + Handling)
Paying by Cheque
We accept company and personal cheques, however, they will need to be cleared or verified before we dispatch the goods, this usually takes a minimum of three working days. Please do not send cash for mail order purchases.
We do not charge for any item until it is ready to despatch.
Backordered items are not charged until they are sent to you. You may also send your credit card information via phone, fax, snail mail or over the Internet.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Product Variations
Because of our large range and the nature of our product, we cannot guarantee that all items are immediately available. We will let you know if any of the items you have ordered are not in stock. Because of the type of products we offer, there can be minor variations in colour and style. This does not affect your statutory rights.
Your rights to cancel
You have the right to cancel an order but we will not refund the packing and postage charges if the goods have already been processed for shipping. Please refer to our RETURNS POLICY below.
We recommend that instructions for cancellation are made by phone on 01934 419953 as early in the day as possible. If you are unable to phone us we may not be able to read your email before your order has been processed. Please note we usually process orders from 10.00am during normal working days and your communication may reach us after we have processed your order.
All instructions to cancel must be clear and quote the acknowledgement number on the email you have received at the time you placed your order.
If you have any questions or need any clarification on any of the above please do CONTACT US
Shipping And Handling
There are 4 UK delivery options on orders.
1 Free Delivery
Orders over £50.00 are delivered FREE OF CHARGE via our Standard Delivery Service (see below).
2 Standard Delivery
Our delivery charge for orders to the value of £10.01 - £49.99 placed before 12.00 noon Monday to Thursday is £5.00 via Royal Mail Special Delivery; this is a guaranteed next day delivery before 1:00pm. We will usually dispatch your orders within 24 hours of receipt but it may take up to 2 days at busy times. Not available Saturdays, Sundays or Bank Holidays; this means we do not despatch on these days.
3 Small Orders via first class Royal Mail Recorded Delivery
For orders less than £10.00 we offer a small order service. The Charge for this service is £2.75. Dispatch is by first class Royal Mail post, recorded delivery. This is not a next day service and can take up to 3 to 5 working days to arrive. (Please note 3-5 working days: Bank Holidays, Weekends and other closed days are excluded).
4 Pick Up from our shop at 35 Orchard Street
Our shop is located in Weston-Super-Mare. By selecting the pick up option for this service, your order will be processed and delivered to our shop for collection. Your order will be ready for collection 24 hours after you have received an email from us headed order collection notification. Please note that all pickups must be paid for via our website. Please check your email to confirm goods are available for pickup.
5 Telephone orders
There is no charge for orders processed by telephone (not including delivery charge). If you need assistance placing your order by telephone please phone 01934 419953, to assist you in your choices. This service is available during opening times Monday to Saturday 10:00am to 5:30pm. Please note the offices are closed on all UK Public Holidays.
Deliveries are subject to stock availability. If we have a problem with your order such as unavailability of an item we will call you. If you are unavailable we will send you an email telling you what action we are taking.
Our delivery methods allow full trace of your shipment from dispatch until delivered and signed for by you. We use a number of carriers to safeguard delivery to you. Whatever method we use will always require a signature on arrival. Our charges to you cover all postage packing and insurance up to the value of the goods you are buying.
These details are for UK mainland only: customers overseas will be contacted with any additional charges BEFORE we accept your order; please see below for all overseas orders.
Overseas Orders
BFPO
Please ensure you quote the BFPO post code (with the text 'BFPO' within the post code).
Europe
Major cities in Europe should allow at least 7 days extra for delivery once the order has been processed and confirmed as shipped. On receipt of your order we will advise you as soon as possible of the best method for shipping your order. Please allow time for us to calculate the best shipping route and for you to confirm acceptance of the charges.
International
All international destinations including the USA & Canada can expect deliveries to take at least 7 days once the order has been processed and confirmed as shipped. On receipt of your order we will advise you as soon as possible of the best method for shipping your order. Please allow time for us to calculate the best shipping route and for you to confirm acceptance of the charges. Additional taxes and customs charges are the responsibility of the customer.
We cannot guarantee delivery dates for overseas delivery dates as they are subject to customs clearance in the destination country.
Please appreciate that prices to all parts of the world are not the same and although we try to keep the price as low as possible, remote destinations or heavy consignments will increase the cost. Please feel free to place your order and we will let you know if there is any problem.
Delivery Schedule
We will normally send your order to you in <2> business days . International orders are generally received in under <10> days.
We normally dispatch your orders within 24 hours of receipt but it may take up to 2 days at busy times. Not available Saturdays, Sundays or Bank Holidays; this means we do not despatch on these days.
Deliveries are subject to stock availability. If we have a problem with your order such as unavailability of an item we will call you. If you are unavailable we will send you an email telling you what action we are taking.
Our delivery methods allow full trace of your shipment from dispatch until delivered and signed for by you. We use a number of carriers to safeguard delivery to you. Whatever method we use will always require a signature on arrival. Our charges to you cover all postage packing and insurance up to the value of the goods you are buying.
These details are for UK mainland only: customers overseas will be contacted with any additional charges BEFORE we accept your order
Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Tax Charges
For orders made from the UK or the European Union, 15% VAT is added.
This is shown (already included) in our Catalogue prices.
All other export orders are VAT free.
Credit Card Security
When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Guarantee
We guarantee your satisfaction. <All of our products come with a 30 day no quibble guarantee.>
Reaching Us
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01934 419953 (International +44 01934 419953) or fax us on 01934 812747 or write to us at 35 Orchard Street, Weston-Super-Mare, Somerset. BS23 1RH United Kingdom
Visit Masquerade in person
You can see a comprehensive range of products in our shop from Monday to Saturday.
Privacy Policy
Masquerade, do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment (i.e clearing payments with credit card companies etc.). In this case, the third party will not disclose any of the details to any other third party and Masquerade, NEVER supplies lists of addresses.
Any information that you supply to Masquerade will be treated by us as confidential. Rest assured we never hand your details on to anyone.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.
Returns Policy
Returns policy - Cancellation
You may return any purchase made over the web to us subject to the following:
*** Items must be returned within 7days of purchase
*** Items must be unused and in a saleable condition
*** Items such as wigs, teeth or underwear must be returned unopened and unused and the tamper seals are in place where tamper seals are provided.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Returns Policy - Faulty Goods
Should a product be faulty, you should let us know immediately as we will happily refund or exchange it for you. You should let us know as soon as possible via email (or telephone first) within 7 calendar days from the date of delivery or, where this was not apparent on reasonable inspection, within 7 calendar days after discovery or 30 calendar days after receipt by you, whichever is the earlier. May we please ask you to additionally note:
We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.
Instructions for Returning Goods
Before returning anything you must contact us preferably by phone to discuss the reason(s) and we will give you a Goods Returns Number.
This number must be included with the returned items otherwise we will be unable to process them.
Include the delivery note or a copy of your email invoice with the goods.
Send the goods in appropriate packaging. Masquerade cannot be held responsible for loss or damage to goods whilst they are being returned.
We do not refund shipping costs, it is your responsibility to return items to us. We recommend recorded delivery or Royal Mail special delivery.
Refunds will be made to the card that was used in the original purchase or a cheque made payable to the cardholder if the card is no longer valid. In the case of cheque payment a cheque will be issued payable to the original customer. Our instructions for returning goods (above) must be followed
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