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Claims & Returns

If your costume does not fit or you don’t like the items you ordered after all, in addition to your legal right of withdrawal, we offer you an easy, hassle-free way of returning the items concerned.

a) Free return shipping on orders of €40 or more within Germany

Returning your products to us is easy and hassle-free. If one of your products does not fit or you don’t like it after all, you can – apart from your right of withdrawal – you can easily return it within 14 days of receipt of the product.

For returns, please use our web portal www.maskworld.com/returns.

There you can request your claims and returns of your items and download the postage-paid shipping label and the return form, which is to be enclosed in the shipment.

Such are free of shipping charges on order values of €40 or more. On order values less than €40 we invoice you €4,90 for use of the shipping label, or you can pay for the return postage yourself.

If an item is defective or in the event of another claim please contact our customer service at support@maskworld.com before returning.

Please note: for obvious reasons we are unable to accept hygiene products whose original packaging (original sales packaging) has been opened. Hygiene products include: latex prosthetics, latex masks, beards of real hair, special FX teeth, contact lenses, make-up, make-up effects and make-up accessories (brushes, sponges, etc.), stockings, pantyhose, bodysuits, hot pants, dummies and earrings.

Detailed information regarding the return process is enclosed in every package and you can find our complete delivery and return conditions in our GTC. (link)

b) International Returns

With packages being sent back from abroad you can also use our web portal www.maskworld.com/returns.

There you can request your claims and returns of your items and download the return form, which is to be enclosed in the shipment.


Return your parcel to:
Metamorph GmbH
maskworld.com Retoure
Wilhelminenhofstr. 83-85
12459 Berlin
Germany


Of course, if one of your products does not fit or you don’t like it after all, you can withdraw from the purchase contract without cause within 14 days of receipt of the product. Just enclose a copy of the invoice, mark which articles you’re returning and send the package with full postage back to us.

We are unable to pay for postage on any international returns. If an item is defective or in the event of another claim please write to our customer service at support@maskworld.com before returning.

You can find our complete delivery and return conditions in our GTC. (link)

Should you have any further questions about delivery or returns, don’t hesitate to contact us. Our customer service is there for you Monday – Friday, 9 a.m. – 7 p.m. at +49 (0) 30 400 446 10.
You can reach our ordering and service hotline at the same number every day, 24 hours a day.
E-mail: support@maskworld.com

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