FAQs

Frequently Asked Questions

 

WHAT KIND OF MASK SELECTION DO YOU HAVE?

A: With over a thousand designs and couple’s masquerade mask pairings available, BeyondMasquerade.com offers one of the best masquerade mask selections anywhere -- online or in-stores. We add new masquerade mask designs and styles to our site on a daily basis so that our selection is always fresh, on-trend and up to date.

HOW TO CHOOSE A MASK? WHERE SHOULD I START?

Think about the event or party you're attending. Is it more formal or casual? If you have an outfit color in mind, perfect! Go with a colored mask that compliments your outfit attire. It could be a color that matches your attire or go with any of the classic colors that work great with almost any outfit: black mask, gold mask or silver mask.

For prom: go big or go home. Prom attendees love colors that matches their dress and tie! Get together with your date and select from the couple's masquerade section. 

For weddings, definitely go with the classic white, gold, silver or black masquerade masks for a timeless and elegant look.

For cosplay, check out the steampunk masks!

For holidays, depends on the season, but gold is always the go-to festive color when it comes to glam and holiday masquerade balls! 

WHAT ARE YOUR SHIPPING AND RETURN POLICIES?

A: BeyondMasquerade.com offers free shipping to all domestic USA orders placed on the website, with no minimum order sizes or special exceptions unless otherwise stated in a promotion or for wholesale orders.

If, for any challenges, you're not happy with your purchase, we welcome your unworn order to be returned for an exchange or refund. Simply email us at hello@beyondmasquerade.com with your Order # and which item you’d like to return within 30 days of delivery. Shipping costs are non-refundable.

Please email our Beyond Customer Loyalty Team at hello@beyondmasquerade.com

HOW LONG DOES IT TAKE FOR A REFUND TO PROCESS?

A: For almost all returns, it normally takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 3-7 Business Days after your credit is applied for it to post to your account.

I PLACED AN ORDER BUT DID NOT RECEIVE AN ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO? 

A:  Please email us at hello@beyondmasquerade.com to confirm if your order was placed. Often times, if you have not received an order confirmation email, then there may be a few factors:

  1. The order did not go through due to incorrect billing address and information. If there is a pending charge in your account, please rest assured it will be automatically removed as the order has not been processed or received.

  2. The order did not go through because it was placed on an unsupported browser or platform. We highly recommend placing the order on a desktop computer with an updated browser such as Google Chrome.

  3. An incorrect email address was provided. 

WHEN PLACING AN ORDER, I GET AN ERROR MESSAGE STATING AN AUTHORIZATION FAILURE. WHAT WENT WRONG?

A: Please double check the credit card number and expiration date on your card. Also, please be aware that BeyondMasquerade.com currently accepts Paypal, Visa, MasterCard, Discover, and American Express for credit card payment.

WHAT CAN CAUSE MY ORDER TO BE DELAYED?

A: 1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

2. We try our very best to keep every inventory of masks up to date! However, sometimes due to human error, a mask may be on backorder. If any item(s) in your order is unavailable, you will be notified and the next closest design will be shipped to help ensure you have an awesome mask in hand in time for your event.

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