Answers without the maze.

For eligible United States orders on Maskarade's current route, applicable import duties and taxes are prepaid. For every other destination currently enabled at checkout, import charges are not prepaid unless checkout expressly states otherwise. Where they are not prepaid, you are responsible for customs clearance, import VAT or duties, carrier brokerage, disbursement or clearance fees, and related destination charges.

Refusing delivery, failing to collect a parcel, failing to complete customs clearance or declining to pay applicable import charges does not by itself cancel the order or exercise a statutory withdrawal right. If you intend to cancel or withdraw under an applicable legal right, communicate that decision clearly within the required period. Where law permits and no mandatory remedy applies, actual non-recoverable costs caused by the failed delivery may be taken into account after the parcel outcome is known.

Use Track Order from the footer or your account. If your order travels in more than one parcel, each parcel can receive its own tracking event.

Maskarade ships only to selected supported destinations. The country list and delivery methods available at checkout are the current authority for whether an order can be accepted and what shipping charge and estimate apply.

Contact us as soon as possible. A change may be possible before fulfilment begins. Once a parcel is with the carrier, rerouting depends on the carrier and may no longer be possible.

Allow for normal carrier hand-offs first. If a parcel misses its stated delivery window or remains inactive for an unusual period, contact us with the order number so we can investigate the route.

Eligible change-of-mind returns may be requested within fourteen days after delivery of the last item in the order. Mandatory rights can provide additional or different remedies depending on the destination and reason for return.

Use the return and cancellation function in your Maskarade customer account or email hello@maskarade.store with your order number. Wait for authorisation, the designated return address and instructions before sending anything back.

For an ordinary change-of-mind return, you arrange and pay return shipping where applicable law permits. If goods are faulty, damaged, incorrect, incomplete or otherwise legally non-conforming, any mandatory remedy and return-cost rule takes precedence.

It depends on the destination and the reason for return. For a valid EU, EEA or UK statutory withdrawal, the 4.5% voluntary return processing fee is not charged where prohibited. For an eligible voluntary change-of-mind return from the United States, 4.5% of the merchandise amount approved for refund after discounts is deducted where law permits. The same fee may apply to eligible voluntary returns from other destinations outside the EU, EEA and United Kingdom where permitted. The fee is not charged for verified faulty, damaged, incorrect, incomplete or legally non-conforming goods.

You may request cancellation until the item is fulfilled. After fulfilment begins or the item is fulfilled, ordinary cancellation may no longer be possible and the applicable return or statutory withdrawal process may apply instead.

There is no blanket rule that every opened cosmetic is non-returnable. Where law permits, a return may be excluded for sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons after the relevant seal has been broken. Rights relating to faulty, damaged, incorrect, unsafe or otherwise non-conforming goods remain intact.

No. A discount alone does not make a product final sale. Mandatory rights remain unchanged, and the normal voluntary return conditions still apply unless a lawful product-specific exception was clearly disclosed before purchase.

Photograph the item and its packaging where relevant and contact us promptly with your order number. We will review the issue and provide the repair, replacement, refund or other remedy required by applicable law. The voluntary 4.5% return processing fee does not apply to a verified problem of this kind.

Once a refund is approved and released, it is normally returned to the original payment method. Your bank or payment provider may add its own processing time. Where law permits, Maskarade may wait for returned goods or valid evidence of return before issuing the refund.

No. The storefront can be explored without signing in. Your Account is useful for customer details, saved delivery addresses and connected order history.

Open Your Account from the header or footer. Orders connected to your Shopify Customer Account appear there with current status information where available.

Yes. Your Account lets you add, edit, remove and select a default delivery address among currently supported destinations.

Try the Shopify customer-account sign-in again using the email attached to your orders. If the sign-in still does not complete, contact us and include the email address you are trying to use.

Use Shop All. The full current catalogue is organized alphabetically by brand with search and filters, without requiring the Arcana or ritual stories.

It helps you build a coherent routine step by step from products currently available in the catalogue. The horizontal selector lets you compare candidates without leaving the builder.

The Reading uses a three-card draw as a discovery route, then proposes three current catalogue products. The cards are editorial; the recommendations are live commerce.

Availability can differ by destination. If a product cannot currently be sold or shipped in your selected market, Maskarade should not present it as purchasable there.