Policies and customer service

All items ship from The Netherlands and are send out assigned and with tracking unless otherwise agreed in advance of shipping date. Maskarada ships out to the address provided by the customer. Please make sure you have the right shipping address noted when ordering.

If you need an item before a certain date, please contact me what the possibilities are. When the ordered item is not delivered within a reasonable time frame, it is probably send to your local postal office for pick up. It’s also possible that the package is still at customs. Sometimes they’re slow with clearing a package. Maskarada won’t give refunds for packages getting delayed or send back to Maskarada HQ after failed delivery, as this is out of my hands. Please be aware that your country’s customs may impose an import duty. Maskarada isn’t responsible for these costs and is obliged by law to write the selling price of the item on the customs form. If a package doesn’t arrive in a reasonable time frame (please check postal service website for estimated time of arrival for your country) I will set in an investigation and will keep you updated on any information coming from this.

Full refunds can be given when the piece clearly differs from the description or when there are clear flaws in the product. Please note that the colors may look slightly different from the online photo since it is hard to capture certain colors on photo. Maskarada will always ask for evidence when the item arrives damaged. We encourage to take a photo of the package before opening. Contact me right after the package arrived, at the latest three days after arrival. I will respond as soon as possible with how to proceed from there on out. Please don’t take any action before I get back to you! Maskarada won’t take back any items that are worn, dirty (this includes make-up, animal hairs & smoke) or damaged. I will always do everything in my power to come to a good understanding with the customer! Please don’t hesitate to contact me if you are stumbling upon problems regarding your order.

Commercial use
Maskarada makes original designs, which are the intellectual property of Ilse ten Broeke (married name, Ilse ten Broeke – Arends) owner and designer of Maskarada – Masks & More. It’s not allowed to resell Maskarada items as your own design. It’s not allowed to copy photo’s or designs of Maskarada. It is allowed to use the purchased items in a photoshoot, art work or promotional campaigns as long as non other than Maskarada is credited for the item used. These credits are of course not obligatory but are always greatly appreciated.

If you like to use a photoshoot photo including one of my designs for commercial use, I have to contact the whole team involved in making that photo and ask for their permission. In general it isn’t allowed but feel free to contact me about it. If it is for non commercial use I would highly appreciate it letting me know so I can link you the credits for all participants.

Please also read our terms and conditions document via the link below