Shipping & Returns Policy
Please read the policy below for details about processing, shipping, returns and refunds.
Processing
Leadtime: For custom made items please allow 6 weeks from payment to delivery. However, if your order is urgent please let me know as I may be able to get it to you sooner. A rush order fee of £35 may be applied in the case of very short deadlines.
Ready made items will be shipped within two days, see 'Shipping' section below for shipping times.
Packaging: Large items such as wigs and masks are packaged in bubble wrap and shipped in sturdy cardboard boxes to ensure your order arrives safely. Smaller items such painted boxes will be shipped in bubble lined envelopes.
Shipping
All orders are shipped from London, UK.
Domestic orders within the UK will be shipped via Royal Mail, 1st Class Signed & Tracked. International orders will be shipped via DPD or Parcel Force and will be tracked. Rates vary depending on destination and weight/size, please see below for approximate P&P costs.
Smaller items such as hand painted boxes:
UK: £3.95 (1 Business Day)
Everywhere else: £12.50 (3-7 Business Days)
Medium sized items such as wigs & masks:
UK: £12 (1 Business Day)
Europe: £25 (2-6 Business Days)
Everywhere else: £40 (2-10 Business Days)
Very large or heavy items such as furniture will be shipped via DPD, and will only be available to UK shipping addresses.
Import taxes
Import taxes may apply depending on your country. Import taxes are not included in the item or shipping cost, and I am not responsible for any charges that may apply. I am unable to refund or exchange items that that have been refused for non-payment of import taxes. Please be aware that your item may be held at your local post office until these payments are made.
Returns
Due to hygiene reasons and because each product is handmade to order, I do not offer refunds or exchanges on any headpiece or mask.
Custom Orders:
I do not accept returns on custom made items. Progress photos are sent during the process of constructing the piece, and confirmation of approval from the buyer is sought before shipping.
Stock Items:
If you have purchased a ready made item from the shop and it will be received within the European Union, you have the right to cancel or return your order within 14 days. Your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. If in the unlikely event you decide to return your item, please contact me as soon as possible to discuss the return.
Damaged Items:
Each piece is very carefully packaged to ensure it reaches you safely, but should your order become damaged in transit and is in an unusable condition it may be returned for repair.
Please contact me immediately if your order arrives damaged so that I can evaluate the issue and make it right. Please include your order number and a description of how your item is damaged in the message.
Returning Your Item:
I cannot accept responsibility for goods returned inadequately packaged or lost and not correctly insured, please retain your proof of postage. Please package the item carefully and well protected. The buyer is responsible for return postage costs.
Refunds
I will notify you once I’ve received and inspected your return, and let you know the status of your refund. If approved, you’ll be automatically refunded on your original payment method within 10 business days. You will receive full payment minus any shipping fees.
If more than 14 business days have passed since your return has been approved, please get in touch.