At MystiMask Store, we strive to ensure your costume and décor shopping experience is as magical and satisfying as possible. However, we understand that sometimes an item may not meet your expectations. That’s why we offer a straightforward returns and exchanges process for most products. Please review this policy carefully to understand how it works.

1. Eligibility for Returns & Exchanges

You may return or exchange most items within 15 days of receiving your order, provided they meet the following conditions:

  • The item is unused, unworn, and in its original condition with all tags attached.
  • The original packaging is intact, including any boxes or protective materials.
  • You have the original proof of purchase (order confirmation or invoice).

Note: Due to hygiene and safety reasons, certain items cannot be returned or exchanged. These include:

  • Steampunk Costumes and Vampire Costumes that have been tried on or altered.
  • Superhero Costumes and Tv, Movie, Gaming Costumes with opened packaging or removed tags.
  • Skeletons & Skull Décor and Spiders & Spider Web Décor that have been assembled or used.

If you receive a defective or incorrect item, please contact us immediately at [email protected], and we’ll gladly assist you.

2. How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number, the item(s) you wish to return or exchange, and the reason for the request.
  2. Wait for Approval: Our customer service team will respond within 24 hours (as we always do!) to guide you through the process and provide a return authorization number if applicable.
  3. Ship the Item: Once approved, pack the item securely in its original packaging and ship it to our address. Please note that return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong item shipped).

Return Address:
MystiMask Store
3353 Ward Road
El Paso, US 79901

3. Refund Process

Once we receive and inspect your returned item, we will process your refund or exchange within 3-5 business days. Here’s what you can expect:

  • Refund Method: Refunds will be issued to the original payment method used during purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please allow 5-10 business days for the refund to reflect in your account, depending on your bank or payment provider.
  • Exchange: If you requested an exchange, we will ship the new item once the return is received and approved. Shipping fees for exchanges may apply unless the exchange is due to a error on our part.

Note: Original shipping costs are non-refundable for returns that are not due to our error.

4. Return Request Template

To make the process even easier, use the template below when emailing us for a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear MystiMask Store Team,

I would like to request a [return/exchange] for my order #[Your Order Number]. Below are the details:

– Item(s) to return/exchange: [Product Name(s)]
– Reason: [e.g., Size issue, defective item, wrong product received]
– Preferred Solution: [Refund / Exchange for (specify new product or size)]

Please let me know the next steps. I have read and understood the return policy.

Thank you!
[Your Full Name]
[Your Email Address]
[Your Phone Number (optional)]

Send this to [email protected], and we’ll get back to you promptly!

5. Questions?

If you have any questions about returns or exchanges, feel free to reach out. We’re here to help you enjoy your MystiMask experience to the fullest—just like our creative costumes and décor unleash your imagination!

Email: [email protected]
Address: MystiMask Store, 3353 Ward Road, El Paso, US 79901