Frequently Asked Questions -
The following links are in this same page:
Shipping and Delivery
- If I place my order today, when will I receive it?
- How much do you charge for postage?
- Do you deliver to overseas addresses?
- Do you have a shop, or can I pick up my order?
- What are your bank account and cheque payment details?
- How do I order?
- How do I know if an item is in stock?
- How do I know if my purchase has been confirmed?
- Is there a discount for bulk orders?
- What are your return/exchange policies?
- Do you hire?
- Can I buy in-store?
- What forms of payment do you accept?
- Do your masks come in different sizes?
- What different type of mask attachments do you have?
- If a mask doesn't have a stick can it be attached?
- Can masks be worn with glasses??
- Where do your masks come from?
- Do you sell Darkside Masks?
- Do you have masks from Venice?
- Do your masks come with warranties?
Shipping and Delivery
If I place my order today, when will I receive it?
By default your order will go by Standard Mail via Australia Post. However, you can either add or choose Express Shipping service which is usually next business-day delivery to most city areas. We also use Australia Post for Express Post. Most orders placed before 2pm EST and for which full payment has been received will be shipped that same day. Dispatch of some costumes and certain other items may take up to 3 business days in some cases.
If you need something urgently, even if you are located in Western Australia or a country area, please contact our office because in some cases we can arrange alternative shipping with Australia Post Platinum Express, Australian Air Express, or even a private courier. These shipping methods can attract additional charges, and we will contact you over the phone or via email for you to take the decision.
If you need to order after 2pm, (but before 5pm, and you need the order to be shipped that same day, (and we have the items to be shipped), there may be an additional fee of $10 per order, which is to cover at least part of the cost of sending someone especially to the Post Office with your parcel(s). In these cases, if we manage to have your order ready to be shipped along with the rest of the orders for that day, we will waive that fee. We will do as much as possible to avoid this additional fee.
All International orders will be shipped by default via Regular Air Mail, registered and insured, which enables the tracking for the parcel.
Delivery times are usually 5 to 12 business days, however in some cases there may be delays which are totally out or our control. Delays usually occur at the stage of Customs clearance at the country of destination. Greater delays may take placed during peak times, such as between October and December. During this season, we recommend you to allow an extra 10 business days for delivery.
If you need your order urgently, we can also ship it via EMS Courier Service. This service takes between 3-6 business days and it usually has priority with customs clearance. Heavy extra postage usually applies for EMS service. Please send us an email letting us know which products you wish to purchase for us to calculate the shipping cost via this method.
How much do you charge for postage?
Due to present conditions, postage delays are becoming a not so rare. To try to decrease delays, now we only ship items via EXPRESS POST using Australia Post. Exception can be for very heavy and large items, in which case we need to use some high quality shipping company. At the moment, postage prices start at AU$12.70, which can carry up to 500 grams, (including weight of the box and packaging materials). To give you an idea, most masks are very light, and we can usually ship up to 3-5 in this freight bracket.
To have an estimate of postage charge, add the products to your cart, and in the shopping cart page select your country and click on the button named: -Estimate Shipping- located on the left side of the page and under the list of items in your cart.
For International orders
In the case of International Orders the cost of EXPRESS POST can be extremely high, for which we usually use the normal Standard Postage with tracking included. There is also a less expensive way, but the mentioned before is quite acceptable. The cost starts at around AU$18 for up to 250grams. To see the postage charges before placing your order, add the products to your cart, and in the shopping cart page, click on the button named: -Estimate Shipping- located on the left side of the page and under the list of items in your cart.The charges for international parcels shown in your order include tracking and insurance., or can I
We also we can offer EMS or Express Courier International for urgent orders. Please, contact us for the rates.
Do you deliver to overseas addresses?
Yes, we do offer international shipping, except some countries. Please contact us if your country appears as one to which we do not normally ship orders.
Do you have a shop for me to pick up my order?
Our Art Gallery works only via onLine. We do not have a shop or showroom, which may change at some future times. In the meantime, if your delivery address is within 8Km from The Casey Central shopping Centre in Narre Warren South, and your order is at least AU$50, we will deliver it to your delivery address for free.
The order needs to have been placed and paid for online.
If you are a school, or a corporate buyer, or if you are planning to purchase large quantities, please contact us for special arrangements
What are your bank account and cheque payment details?
Our only payment method is via PayPal, although we may add some other trustable ones in the near future. In PayPal, even you do not have an account with them, you are able to use your credit card for payments. Due to the increasing difficulties for security against professional hackers, we now have decided not to deal with your credit card details directly at any moment. We also do not accept cheques any longer
How do I order?
You can order via the website by creating an account and paying via PayPal upon checkout.
How do I know if an item is in stock?
Most items listed on the site are in stock, unless they are listed in some pages showing previous items that are not available. Sometimes, there may be items listed that will say they are not in stock and that the available quantity is zero.
However, occasionally we may be unaware something is out of stock until it is ordered. These cases are very rare and only possible when for some reason the item is damaged or have been 'lost' for some other reason.
How do I know if my purchase has been confirmed?
Once you have made your payment, an automatic confirmation email will be sent to the email you have provided us with. Please note that if your email address is from a hotmail account, the confirmation email may go the your junk folder.
Is there a discount for bulk orders?
The discount can vary depending on the number of items and the price of the items. Discounts usually start for items of the same kind for purchases over $300. Please contact us for those cases.
What are your return/exchange policies?
We understand that it can be difficult buying over the Internet without looking at item(s) from near by, and perhaps touching them, and feel how heavy they are, and how they may fit either you, or the environment in where they will be displayed. We try to have enough images from items from different angles and with different magnifications. In the past, only extremely occasionally, a customer may have been unsatisfied Nevertheless, you can return your item within 24 hours of having it received it, and if the item has not been damaged, or in the case of items to be worn, such as masks and hats, they do not show any sign of having been worn. For further details please click here. Unfortunately, postage is the customer's responsibility.
Do you hire?
For the time being, we do not hire items. However, perhaps in the future, we will be able to develop some procedure for hiring. In the mean time, our products are only
Can you buy in store?
At this moment, our Art Gallery in only onLine, which is rather unusual for art galleries. The advantage is that you do not need to spend time do not have a shop or showroom, however if you live within 8Km from The Glen shopping Centre and your order is at least AU$20 we will deliver it for free.
What forms of payment do you accept?
At this time, We only have PayPal for your payments. You can use your credit card at PayPal even if you do not have a PayPal account.a
Do your masks come in different sizes?
Most of our masks are one size fits all, and will, indeed, fit most people. However, standard sizes may vary due to having masks being produced by different artists, in the case of the more expensive ones. Some masquerade masks have specific sizes for children and adults. The usual width vary between 16 to 19 cm.
What different type of mask attachments do you have?
The four main types we have are:
An elastic band is attached to allow for varied sizes
A headband is attached to allow better grip with hair. These tend to be quite comfortable.
Ribbons are attached to masks and tied at the back.
A stick is attached to the mask on one side. Traditionally, the stick is for the right hand, which may sound paradoxical because that is the hand you mostly use, although that seems to be the Venetian tradition.
If a mask doesn't have a stick can it be attached?
Can masks be worn with glasses?
Very few masks are suitable for wearing with glasses. It also depends on the shape and size of your glasses. Even when you are able to fit a mask over your glasses it may give it an alien-like look. Masks with sticks may be delivered best in these cases or you may try wearing contact lenses.
Where do your masks come from?
Because this is actually an Art Gallery, and not a normal party store, we design and manufacture most of our masks. The raw materials, such as bases and many other elements may come from many world regions, such a Venice. We also have masks made by other artists around the world,and some of them are of incredible quality and looks. We also have some masks manufactured in Australia by some local artists.
Do you sell Darkside Masks?
Darkside latex masks are a collection of masks manufactured by an artist in New South Wales in Australia and are of reputable quality and looks. We do have some of them, and may get still more from this great collection. They are ideal for a complete facial transformation.
Do you have masks from Venice?
Yes, we still sell imported masks from Venice including the Insignia Masks Collection, and from the Il Prato Masks Collection. These masks can be found under the category Authentic Venetian masks. They are very nice masks, and can also be great for collectible and ornamental purposes.
Do your masks come with warranties?
While we usually check for any defects before shipping, there may be occasions when we miss some details. In general, we do not offer warranties for masks based on time. If the mask has manufacturing defects that make the mask unsuitable for the intended design, you must let us know within the period specified in our return policy. For further details please click here
Are your hats available in different sizes?
They are usually one size fits all and can fit head circumferences from 54cm-59cm. It is always possible to play with the size adding materials inside the rim of the hat. This can be especially useful in the case of children. We design fashion hats for various occasions, such as parties, horse racing, and for wearing as luxury item, and usually assume an average head size.
How should I measure my head?
p>Take a soft measuring tape and place it around the circumference of the head, slightly above the ears.