Faq/Terms

 

Stock availability

Items marked ‘in stock’ are usually dispatched within one working day. Should your order contain items that are both ‘in stock’, and items that will need to be ordered, we will dispatch your items as they become available. This will take up to 3 to 7 working days to process (UK). No special delivery arrangement can be undertaken (Such as leave in porch etc), this is because we use a signed for delivery service. We are not responsible if an incorrect delivery addresses is given or if items are not recieved in time for parties or events such as Halloween etc.

If we cannot process payment for any reason, we will e-mail you to let you know, and ask you to access your account and update your card or bank details as necessary.

Once an item has been dispatched, it should be delivered within 2 to 7 working days (UK Mainland). Please be aware that we allow 21 days from the date of dispatch before we will investigate the non-arrival of an item, this is for items sent through the Royal mail / Parcelforce recorded delivery system Any return costs incurred as a result of not providing the correct name and address or refused delivery will be billed to the customer.

If you have any questions regarding your delivery, please contact Customer Services remembering to quote your order number, and we will be happy to help you.

How much is your delivery charge?

Delivery to any UK address starts from just £4.95. For all overseas deliveries you can find the delivery charge in the ckeckout process before placing your order by choosing your country of destination and viewing your basket. 

Can i track my order?

Most orders in the UK are shipped with a Registered delivery signed for service.

Can I have my item/s delivered to a different address?

We use recorded deliver for most orders to billing (Home) address, if a delivery is requested for an example to a communal postal, a PO Box address, or a work address, then we are not responsible for items lost or signed for at this address by a third party.
Please note we will only ship to billing addresses for overseas orders.

Are there restrictions on deliveries?

We reserve the right not to deliver orders to an address that may not be secure, for example to a communal postal, a PO Box address, or a work address. If this affects your order, we will contact you as soon as possible. (If a delivery is requested for an example to a communal postal, a PO Box address, or a work address, then we are not responsible for items lost or signed for at this address by a third party). If you have ordered a high price point item, we may reserve the right to deliver to your billing address only. Should this be the case, we will contact you after you have placed your order.

What happens if I’m not home when you deliver?

If you are not available, a card is left at the delivery address confirming that they have tried to deliver your item/s. Please follow the instructions on the card to re-arrange your delivery, or to collect your product/s from their depot.

My Order has not arrived? (UK)

“My order was Despatched 7 working days ago and have not received it yet. What should I do?”  Take the following steps:

  1. Your item may be delayed in the postal system. Wait another 3 to 7 days before going to Step 2.
  2. Please check that the postal servives have not tried to deliver your item (ie: Contact your local post office)
  3. Please check that your item has not been signed for by a third party (ie: Work colleague, freind, ) 
  4. It’s been over 14 working days (excludes Sat & Sunday) and still no delivery. 
  5. Please contact Customer Services for assistance. (ie: For Tracking numbers etc)
  6. If Items are lost by the delivery services (ie: Royal mail) then claims must be made through them.
  7. Items that are returned because of non collection or unable to deliver are returned to stock and a 20% restocking fee is charged and no postal charges are refunded.

Question : What if my package is returned to shipper?

Answer: When the carrier returns an undeliverable package to us, we issue a refund for your merchandise (shipping is non-refundable). We are unable to re-ship orders that are returned to us as undeliverable.

Can i return my goods?

Masks, Costumes gloves and wearable items are  Not returnable

Halloween masks are usually made of either soft latex or vinyl, both materials are flexible, but over time, they will become brittle and tear, this is a natural and unavoidable natural proccess

Additionally for hygienic reasons all sales on the following items are final and not eligible for returns; makeup, eyelashes, tights, stockings, wigs, contact lenses, masks and  costumes. Contact us first then please post the item together with a delivery note to the address below. Please be aware that we will not refund you the cost of any postage charges, unless the item is damaged.

(this does not include masks, costumes, or wearable items unless they are faulty due to hygiene reasons)

( We will inspect the item prior to any refund and if the item has been used or damaged by the customer a refund will not be authorised)

**Items that are returned because of non collection, Unwanted, ordered incorrectly or unable to deliver are returned to stock and a 20% restocking fee is charged, no postal charges are refunded.

 

What should i have to do if i have recieved duplicate or incorrect items?

You may return any duplicate, or incorrect item sent to you as a result of our error for a full refund. We will refund your card once we have received, and processed the item. In these cases we will also refund the return postage.

What should i do if my goods are faulty?

 Foam latex masks are very thin so be very careful when taking on or off. Foam latex masks are not manufactured for long periods of use and will deteriorate a lot quicker than usual latex masks, this is a natural and unavoidable natural proccess.

Halloween masks are usually made of either latex or vinyl, both materials are also flexible, but over time, they will become brittle and tear, this is a natural and unavoidable natural proccess. These are not faults 

The items we sell are hand finished and therefore may not always look like the photographs ( *Photographs and sizes are for a guide only) In the event that the goods are damaged or faulty www.merlinsLtd will replace the goods without charge, after they have been returned for inspection. This does not include masks or wearable items unless they are faulty due to hygiene laws and reasons

You are responsible for any damage caused to the item due to the incorrect wearing, or the putting on of your item : IE : A mask or costume torn whilst removing or putting on.

Please contact Customer Services to let us know of the problem 

Please ensure you enclose your Delivery note / Order number with the item/s as we cannot process without the correct documentation. Returns must be sent back within 14 days of receipt. All postage costs incurred during the original transaction and return will be your responsibility and only the cost of the goods will be subject to any refund.

Please ensure you obtain proof of postage for your returns, as we can only issue refunds for items we receive, items lost in post on return to us will be your responsibility, and www.MerlinsLtd.com will be unable to refund your item/s. Once we have received your parcel we will credit a refund for the returned items back to the card with which you originally made the purchase. Due to bank processing times, you should allow up to 14 days for the credit to appear on your statement.

Mask directions

Halloween masks are usually made of either soft latex rubber or Latex (Do not wear if you are allergic to either, or if a skin rash or allergic symptoms occur)

Putting on your mask - Place your hands inside the mask and carefully stretch it side to-side to avoid putting any pressure on the features,. then as you pull it down over your head, remove your hands, make any adjustments and you're done. Do not use if you are allergic to latex. If the mask is uncomfortable around the eyes carefully remove, turn inside out and trim around the eye holes but be very careful. To enable a realistic mask more movement and expression, apply spirit gum to your cheek and chin areas.

If your latex mask is mis-shapen or flatttened due to packing - Carefully heat the mask with warm air, steam, and allow it to reform to its original shape.

If your mask is too big then you can add packing to the inside to fill it out using foam or a simular material

Masks are usually made from latex or vinyl which disintegrate naturally over time (See mask care), this is a natural proccess that is unavoidable. Some masks deteriorate quicker than others due to there content, ie: 100% latex masks will deteriorate faster. most rips or tears in masks can be repaired with liquid latex and gauze on the inside of the mask. 

(Commercial use and other than private use must be requested in advance and will only be possible if written permission and a license is granted by the original author of the masks. Please email us regarding this matter to prevent possible legal action.)

You are responsible for any damage caused to the item due to the incorrect wearing, or the putting on of your item : IE : A mask or costume torn whilst removing or putting on.

How can i contact you?

You can find our full contact details on the home page by clicking this contact tab.