Shipping & Returns Terms

Shipping in South Africa

Orders over R1 000 qualify for free shipping. On orders under R1 000, a R100 shipping fee will apply.
Delivery to main towns and city centres will take 3 – 4 working days. Outlying areas 4 – 5 working days. We deliver door to door via our chosen courier service.

Any questions about shipping please contact us on online@masquerade.co.za

Refund & Return Policy

Where the Consumer Protection Act, No. 68 of 2008 (“CPA”) applies to you, Masquerade’s policy in this regard will comply with the requirements of the CPA in relation to exchanges, returns and refunds.

Where the CPA applies to you and/or the Services in question, Masquerade will provide the warranties, undertakings and assurances as required under the CPA, but subject to any limitations and restrictions as allowed under the CPA.

You may be entitled to certain cooling-off rights. In other words, certain products may be returned within fourteen days of receipt for a full refund. Please note that cooling-off rights will not apply to the following products, where no returns or refunds will be allowed:

• Goods made to your specifications or personalised goods
• Books & magazines;
• Vouchers and discount coupons
• Food, Flowers & plants
• Personal care goods, once opened (such as body & bath products)
• Any fabric items, like bed-, table- and kitchen linen which has been used or washed
• Any shipping fees associated with making returns are the responsibility of the customer and will not be refunded
• Products which have been used
• Products on sale

REFUNDS

A full refund will be given for products returned within 14 days (with exception of the above products, (via initial payment method). You have the right to open the package and check the contents but the product must be returned unused, and all original packaging and labelling must be returned or we will be unable to issue a refund. Please keep in mind that you are responsible for the safe delivery back to Masquerade of all returns, we suggest courier or insured post and tracking. Defected or faulty products may be returned within 14 days and a full refund or if chosen by the customer, a swop, will be given once we have received and confirmed the fault. For returns over 14 days a credit note will be issued within 30 days of purchase.

The provision of goods is subject to availability. In cases of unavailability, we will refund the client in full within 30 days. We reserve the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet the our standards. Should Masquerade exercise this right, the User will receive a full refund with no deductions. Any complaints or compliments regarding the standard and quality of the product or products bought by consumers through the e-commerce facility should be directed to Masquerade at online@masquerade.co.za