THESE TERMS

These terms and conditions outline the basis on which we supply products to you. Please ensure that you read them carefully before placing your order. This document explains our identity, the way we deliver products to you, how you or we can amend or terminate the contract, what to do if a problem arises, and other significant details. Should you believe there's a flaw in these terms or modifications are needed, please reach out to us to discuss further.

ABOUT US AND HOW TO CONTACT US

We are Masquerade London Limited, a company registered in England and Wales. Our registration number is 12352628, and our registered office located at RM13 8EU.

You can reach us by emailing support@masqueradelondon.com.

If we need to get in touch with you, we will do so via telephone or by corresponding with you through the email address or postal address you provided in your order.

OUR CONTRACT WITH YOU

Upon receiving your order, we will send you an order confirmation to acknowledge that it is being processed. This processing will include a series of necessary fraud checks and a review of our available stock. We will consider your order accepted when we send you another email confirming its acceptance, at which point a legally binding contract will exist between you and us.

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If we cannot accept your order, we will notify you in writing via email. This may occur if the product is unavailable, due to unforeseen limitations on our resources that we couldn't have anticipated, if the payment details provided did not meet our fraud checking criteria for any reason, if we identify an error in the pricing or description of the product, or if we cannot meet a delivery deadline you've specified. If you have already made a payment, we will promptly issue a refund for any amounts paid for your order or any part of your order that could not be accepted.

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We will assign an order number to your purchase and inform you of that number when we confirm your order. It would be beneficial if you could reference this order number whenever you contact us regarding your order.

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Our sales are limited to customers in England, Scotland, Wales, and Northern Ireland. Our website is exclusively intended to promote our products in these regions. Regrettably, we cannot accept orders or deliver to addresses beyond these areas.

OUR PRODUCTS

The product images displayed on our website are intended for illustrative purposes only. The product you receive may differ slightly from these images.

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The product packaging may vary from what is shown in the images on our site.

DELIVERY

Our delivery terms and costs are as follows:

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1. Standard delivery within the UK is priced according to the product being ordered. (FREE for orders exceeding £100). Please allow 3-7 working days for the arrival of your order from the date it is dispatched.

2. Next Working Day: £6.95 – Available Monday to Thursday for orders placed before 1pm (subject to availability). Please note that this service does not cover Saturday or Sunday delivery. Additionally, the lead time for deliveries to remote addresses, such as the Scottish Highlands, may differ. Please contact us for complete details on how delivery may be impacted.

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All orders are dispatched using a recorded delivery service and may require a signature upon receipt.

A one-hour delivery window may be provided for Next Day & Saturday shipments. You will receive an email and/or a text notification when your order has been dispatched (please ensure we have accurate contact information during checkout).

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We are not accountable for delays that occur beyond our control. If our ability to supply the products is hindered by an event outside our control, we will inform you as soon as possible and take steps to reduce the impact of the delay. Provided we take these steps, we will not be liable for the delays caused by such events. However, if a substantial delay seems likely, you are entitled to contact us to terminate the contract and receive a refund for any products you have already paid for that have not been delivered.

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Depending on your chosen delivery method, if no one is available at the designated address to accept the delivery, the courier may attempt to leave the parcel with a neighbour, reschedule delivery for the next working day, or return your parcel to your local depot for collection. You will receive an email or text from the courier detailing where your parcel has been left. Should you fail to retrieve your parcel from the local depot or arrange a re-delivery with the courier, the parcel will be sent back to our warehouse. If the parcel returns to our warehouse, we will terminate the contract, and our right to do so will take effect.

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You retain legal rights if we deliver any product late. If we fail to meet the delivery deadline for any items, you may consider the contract terminated immediately if any of the following conditions are met:

1. We have declined to deliver the goods;

2. Delivery within the specified timeframe was critical (considering all relevant circumstances);
   or

3. You informed us prior to accepting your order that timely delivery was crucial.

4. Responsibility for a product transfers to you once we deliver it to the address you have provided, or upon collection.

5. You own the product (referred to as "goods") once we have received full payment.

TERMS AND CONDITIONS