Customer Services

Here you will find information regarding orders, delivery, returns and advice on any problems you may experience. If you cannot find what you're looking for then please don't hesitate to contact us.

Customer Services Opening Times

Our customer service team are available Monday to Friday 8am - 5:30pm (excluding weekends and bank holidays).

To contact us please call +44 (0)3306 780 234 or click here to email us. We endeavour to reply to every email within 48 hours of receipt.

How Can I Cancel My Order?

If you wish to cancel or amend an order before it has been shipped then please contact our customer service team on +44 (0)3306 780 234 as soon as possible.

Alternatively, you can log into your account and cancel your order manually.

If your order has already been shipped then please follow the Returns procedure below.

How Can I Return My Order?

Returns Policy

Any goods purchased from Jokers' Masquerade may be returned for refund within 14 working days from receipt of goods.

Returns are subject to the following:

  • You must follow our instructions for returning goods.
  • Items must be returned within 14 working days from receipt of goods.
  • Items must be unused, in a saleable condition and in original product packaging.
  • Makeup, teeth and underwear must be unopened and unused.

We do not refund shipping costs: it is your responsibility to return items to us.

This Returns Policy does not affect your statutory rights.

Returns Instructions

  • Include the delivery note or a copy of your email invoice with the goods. Send the goods in appropriate packaging.
  • Refunds will be made to the card that was used for the original purchase. Refunds are processed as soon as possible. Your bank/credit card provider can take up to five working days to credit your account after we have notified them of a refund.
  • We recommend using a traceable service offering proof of delivery such as Royal Mail Signed For 1st Class. Jokers' Masquerade cannot be held responsible if anything is lost, stolen or damaged in transit.

What Do I Do If My Product Is Faulty?

If you receive a faulty item please return it to us within 30 days of receipt of the faulty goods. Please remember to get in touch with our Customer Service team prior to returning. You can do so by filling out a Customer Service form here, and a member of our team will get back to you. Alternately, please contact us on +44 (0)3306 780 234.