Returns, refunds and warranty
Because every order is placed with our partner store, that store handles returns, refunds, replacements and warranty claims through its order page. Here is where to go for each situation.
| Situation | Where to go | Have ready |
|---|---|---|
| Wrong size or does not fit | Partner store order page, return option | Order number, unworn mask, original bag |
| Arrived torn, dented or broken | Partner store order page, report a problem | Photos of the item and the packaging |
| Wrong item in the parcel | Partner store order page, report a problem | Photo of what arrived and its label |
| Stopped working (LED eyes, lit pumpkin) | Partner store order page, warranty or problem | Short description and a photo or video |
| Simply changed your mind | Partner store order page, within its return window | Unworn item, packaging kept |
Latex looks wrong? Try this first
- Unfold the mask completely; creases from shipping are normal.
- Stuff it loosely with paper or a small towel so it takes its shape.
- Leave it in an airy room, away from sun and heaters, for 24 hours.
- Check again: most masks settle and the rubber smell fades.