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Q: What is your return and refund policy? A: Please see our Return and Refund  Policy for more information. We strongly recommend you to read this policy completely before making your purchase.

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Q: Can I exchange an item for a different size? A: Yes, we offer a Exchange Program for our customers’ convenience. If you received your order and need a different size, we want to make sure that process is fast and easy. We offer exchanges for a different size of a costume or footwear purchased on the site within 14 days of delivery. Please see the Exchange Policy for more information on our exchanges.

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Q: I ordered the wrong item. Can I exchange the item for the correct item? A: If you need a different item than what you purchased, we offer a Exchange Program for items where sizing issue is a factor. Eligible items include costumes and shoes only. Sorry - our Exchange Program does not extend to other purchases (e.g. makeup, undergarments, accessories, etc.). You can return the wrong item provided that the item meets the criteria for return as stated in our return and refund policy.

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Q: I purchased the same item from another store. Can I return the item I received from you? A: Yes, provided you return the item to us within 14 days of when the item was delivered to you and the item meets the criteria for return as stated in our return and refund policy. We strongly recommend you to read our return and refund policy completely before making your purchase.

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Q: How do I request a Return Merchandise Authorization (RMA) number? A: Before you can return an item (regardless of the reason for return) you have to request an RMA number from us. The process is simple and quick but it needs to be followed in order for your return to be refunded. To request an RMA number, click here and follow the instructions.

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Q: I've decided I don't want the item I ordered. Can I return it? A: Yes, provided you return the item to us within 14 days of when the item was delivered to you and the item meets the criteria for return as stated in our Return and Refund Policy. We strongly recommend you to read this policy completely before making your purchase.

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Q: I've lost my RMA number. How can I access my RMA information? A: If you have already been issued an RMA number but have lost it, you have two options. First, you'll find your unique RMA number in the email we sent you at the time the RMA number was issued. Second, you can log into your account with us  to obtain this information. To log into your account, click here. Once you have logged in, select the order number that contained the item(s) you received the RMA number for. Please note that RMA numbers are issued in accordance with our Refund & Return Policy. Before returning an item, please make sure you have reviewed this policy and have confirmed your item(s) are eligible to be returned.

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Q: I am returning an item purchased with a Gift Certificate, how does that work? A: Orders with Gift Certificates as payment will be refunded to your MasqueradeExparess.com store credit for your convenience.

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Q: I would like to return a gift that was sent to me. How do I do that? A: We are very sorry that your gift did not work for you. Please contact us for assistance returning the item. You will have to provide purchaser's phone number, first and last name, and email address associated with purchaser's account. Any gift item being returned will be refunded to the original purchaser's method of payment; you cannot obtain a store credit for a returned gift item. However, we can  process a gift exchange for you for another item in accordance with our Exchange policy. You will need to create your own account on MasqueradeExpress.com to be able to use our Exchange program. Please click here to create a new account and begin the process.

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Q: How long does it take for me to get a refund? A: It may take 4-5 business days for your return to reach our Returns Department. Once your return is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your original method of payment within 2 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

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Q: Where I need to send my return package? A: All return packages must be shipped to The Mystery, LLC, Attention to Return Department. All returns must have an RMA number clearly printed on the outside of the package. If not, the package will be refused. The Mystery, LLC Attn: Return Department. RMA#_______ 5401 South Kirkman Rd., Suite 310 Orlando, FL 32819

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Q: Do you have any specific requirements for shipping of returned items? A: Item(s) should be returned to us via a traceable shipping method (e.g. shipped via UPS ) with delivery confirmation (and all shipping costs pre-paid by you).

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Q: Do you pay for a return shipping? A: No. We do not. All shipping costs are paid by you. We also suggest to insure your returned package. We will not make you a refund if your return package is lost or damaged on its way to us.

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Q: Do you provide a return shipping labels? A: Sorry. We do not provide return shipping labels at this time. We are working on setting up this functionality in the nearest future.

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Q: Can I return an item that was a Special Order? A: Sorry but we do not accept returns on Special Order Items, Orders for Personalized Items, Gift Cards, Close out or clearance sale items. We also will not approve returns for any item that specifically states it cannot be returned in the product description or product information page. Please see our Return Policy Limitations for a full list of items that are considered FINAL SELL.

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