At MystiMask Store, we are dedicated to making your costume and décor shopping experience magical and hassle-free. Whether you’re preparing for a steampunk adventure, a superhero showdown, or a spooky Halloween night, we want to ensure you’re completely satisfied with your purchase. Below, you’ll find detailed information about our shipping and returns processes.

Shipping Information

We ship globally, excluding Asia and a few remote regions. Please allow the following timeframes for your order to arrive:

  • Order Processing: 1-2 business days after payment confirmation.
  • Standard Shipping: via DHL or FedEx, delivered within 10-15 days after shipment. Shipping fee: $12.95.
  • Free Shipping: via EMS for orders over $50, delivered within 15-25 days after shipment.

Note: Delivery times may vary depending on your location and customs processing. Tracking information will be provided once your order ships.

Returns & Exchanges Policy

We want you to love your MystiMask purchase! If something isn’t quite right, we offer a straightforward returns and exchanges process for most items within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange, items must meet the following conditions:

  • Unused, unworn, and in original condition with all tags attached.
  • Original packaging intact, including boxes or protective materials.
  • Proof of purchase (order confirmation or invoice) provided.

Important Non-Returnable Items: Due to hygiene and safety reasons, the following products cannot be returned or exchanged if tried on, altered, or used:

  • Steampunk Costumes and Vampire Costumes (if tried on or altered).
  • Superhero Costumes and Tv, Movie, Gaming Costumes (if packaging is opened or tags removed).
  • Skeletons & Skull Décor and Spiders & Spider Web Décor (if assembled or used).

If you receive a defective or incorrect item, contact us immediately at [email protected] for assistance.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number, item(s) to return, and reason for the request.
  2. Wait for Approval: Our customer service team will respond within 24 hours with guidance and a return authorization number if applicable.
  3. Ship the Item: Once approved, securely pack the item in its original packaging and ship it to:
    MystiMask Store
    3353 Ward Road
    El Paso, US 79901
    Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong item shipped).

Refund Process

After we receive and inspect your returned item, we will process your refund or exchange within 3-5 business days.

  • Refund Method: Refunds are issued to the original payment method (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 due to our error.

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

Return Request Template

To make the process easier, use the template below when emailing us:

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!

Questions?

If you have any questions about shipping, 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