In this page you will find the answer to some frequently asked questions. For any other questions, please email us at firstname.lastname@example.org
Shipment and packing
Do you ship worldwide?
Yes, we ship worldwide! For shipment in Italy and abroad we use DHL Express www.dhl.com
How much does shipping cost?
Shipping costs are calculated automatically when you place your order and are directly related to the package’s weight and size and to the country of destination.
How long does it take to receive my order if I am outside of Italy?
2/3 business days (Europe) e 4/5 business days (USA and rest of the world)
How long does it take to receive my order if I am in Italy?
1/2 business days (except for islands and remote areas: 2/3 business days)
How can I track my shipment?
Once your order has been shipped, you will be sent an email with your “tracking” number and the link to the courier’s site on which you can follow your shipment at any time.
How are the items packed for shipment?
Orders are packed with extra care to ensure your items are received undamaged and in perfect condition.
What payment methods can I use?
You can pay for your order by registering on www.paypal.com using the following credit cards: Visa, MasterCard, Maestro, American Express. If you do not have a PayPal account, you can register for free, or select the option "Don’t have a PayPal account?" and pay with a debit or credit card. All our prices are in euro. Your order leaves once it has been paid for. You may also order by emailing us at email@example.com and we will agree upon payment method and shipment.
I have never used PayPal, how does it work?
PayPal is a service that enables you to pay without revealing your financial details. Register for a free account on www.paypal.com, confirm your e-mail and your credit card or debit card details. Your financial and personal details won't be shared with the seller.
Is it safe to pay by PayPal?
PayPal is the safest method to buy online. It uses the latest in data encryption and anti-fraud technology to keep your information secure, reducing the risk of online fraud.
How can I calculate the currency exchange rates?
You can find the latest currency exchange rates and convert all major world currencies on the following link: http://www.google.com/finance/converter
Can I order just one mask?
Yes, you can order just one item.
Can I cancel my order?
Yes, providing the order hasn’t yet been shipped. If you have already received an e-mail with the tracking number, your order can no longer be canceled.
What is your return/refunds policy?
Due to health & safety, refunds will not be issued if the mask has been worn. Our masks have a higiene seal and are dispatched in machine sealed clear wrapping. If the seal has been broken, a refund will not be issued. We accept returns only if the mask has production flaws. In this case, you should contact our customer service at firstname.lastname@example.org and provide photographic evidence.
Information on our masks
Can the masks be worn?
Our masks are molded on real models, and are designed to be worn. Each mask is supplied with satin ribbon ties to secure it to your face. Our masks can also be used for decorative purposes.
What material are the masks made of?
Our masks are made of papier-maché or metal and are hand-decorated in Venice. By clicking on the mask’s name, you will find a detailed description of the material and the artisan techniques that are used as well as the mask’s dimensions. Each of our products is supplied with a Certificate of Authenticity “Entirely Handmade in Italy”.
Are masks exactly like the ones shown in the picture?
All masks are exactly like the ones shown on the website, however, since they are handmade, they can slightly differ one from the other in small details. No mask is exactly identical to another, each being a one-off piece.
Could you produce custom-made masks for special events?
Certainly, we can make special custom models on request, for any kind of event (parties, birthdays, weddings, masquerade balls, business events…). For further information, please contact us at email@example.com or call us at +39 0458403446.
How do I become a wholesalers distributor?
If you have a store, a website or are opening a business and would like to sell our products, you can contact us at firstname.lastname@example.org or +39 0458403446
Can I visit your mask workshop?
Our artisan workshop is located in Italy, Via Belluno 22/A and is open to the public from Monday to Friday, from 9 am to 7 pm. If you'd like to visit us, please call +39 0458403446 or email us at email@example.com