Hello, glorious individual! We at Masquerade Shoes want your shopping experience to be as magical and effortless as slipping into a pair of our fabulous Concept Heels. We understand that sometimes, a style might not sing to your soul or fit like a dream once it arrives. That’s why we’ve crafted a returns and exchanges process that’s as clear and straightforward as our dedication to your happiness.

The Quick Details

  • Return & Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, unaltered, and in their original packaging with all tags attached. They should be in a resalable condition, perfect for another style rebel.
  • How to Start: Initiate your return or exchange by emailing us at [email protected] before sending anything back.
  • Final Sale Items: Please note that for hygiene and exclusivity reasons, Bridal footwear and Jewellery are final sale and cannot be returned or exchanged.
Heads Up! Unfortunately, we cannot accept returns or exchanges on our Bridal collection and Jewellery. These items are deeply personal and often custom, making them uniquely yours forever.

Your Step-by-Step Guide to Returns & Exchanges

Step 1: Contact Us (Within 15 Days)

Don’t just ship items back! To ensure a smooth process, please reach out to our fabulous customer care team at [email protected] within 15 days of receiving your order. Include your name, order number, and the reason for your return or exchange.

We’ll respond promptly with authorization and instructions on where to send your package.

Step 2: Pack It Up

Please securely pack the unworn, tagged item(s) in their original packaging. Include a copy of your order confirmation or packing slip. We highly recommend using a tracked shipping service for your peace of mind.

Step 3: Ship It Back

Send your authorized return to the address provided by our team. Remember, the original shipping cost is non-refundable, and you are responsible for the cost of return shipping unless the item is faulty or incorrect.

Step 4: Let Us Work Our Magic

Once we receive and inspect your return (please allow up to 5 business days for processing after arrival), we will send you a confirmation email.

  • For Exchanges: We will ship your new size or style as soon as possible, subject to availability. If your desired exchange is not available, we will gladly issue a refund.
  • For Returns: Your refund will be processed to your original method of payment.

Refund Timing & Methods

Your refund will be processed within 5-7 business days after we approve your return. The funds will then be issued back to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear on your bank or credit card statement, as this depends on their processing times.

Need to Get in Touch? Use Our Template!

Copy and paste the template below into an email to [email protected] to get the ball rolling!

Subject: Return/Exchange Request – Order #[Your Order Number] Dearest Masquerade Shoes Team, I hope you’re having a fabulous day! I would like to request a [return/exchange] for an item from my recent order, Order #[Your Order Number], placed on [Date of Order]. The item I wish to return/exchange is: – Product Name: – Size: – Reason: For exchanges, my desired new item is: – Product Name: – Size: I have confirmed that the item is unworn, unaltered, and in its original packaging with all tags attached. Please advise on the next steps and provide the shipping address for my return. Thank you for your help! With love, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

We’re here to make sure you’re utterly delighted with your Masquerade Shoes experience. Now, go forth and find your next unforgettable pair!

With love and fabulousness,
The Masquerade Shoes Team