From a value of goods of 160,00 EUR we deliver free of shipping costs.

Shipping methods - overview for deliveries within Europe

From a value of goods of 160,00 EUR we deliver free of shipping costs.
* Customs regulations: Please check with your local import office for more information regarding VATs, custom fees and import taxes.
Any transfer fees and duties / taxes are the responsibility of the customer.

International Shipping - Restrictions and Fees

Shipping times range from continent to country. The average shipping time for International orders is between 5-10 business days not including the time it will take to clear and process through customs.
We apologize but we are unable to make specials requests such as lower invoice fees, and special delivery requests. We will make every effort to label packages properly for a smooth process through customs, but once packages enter customs we cannot be responsible for imposed duties and taxes. Please check with your local import office for more information regarding VATs, custom fees and import taxes.
Please contact our office before placing an order outside europe.

Damaged and Missing Shipments

Lost Shipment

The Mascerade packaging department takes great pride in securely packaging your orders to avoid damage during transit. Once the carrier picks up your package, we trust they will deliver it to you in good condition. We cannot be held responsible for lost or damaged packages once shipped. In the event that your package arrives damaged or does not arrive after leaving our warehouse, please contact our customer service department as soon as possible to assist in tracking your package. If your package is marked as delivered but you never receive the package, you must file a claim with the shipping carrier before your package can be replaced by us and there is no guarantee that they will resolve the issue.. We will arrange a replacement package after and if claim has been approved.

Damaged Shipment

For packages that arrived damaged, take a picture of the damaged packaging and products and email them to bestellung@mascerade.de or info@mascerade.de or Upload picture to Whatsapp along with your return claim. You will be contacted within 3 business days to assist in resolving the issue with the SHIPPING company. Save the shipping container and products until resolved, the carrier might request to pick the items back up. Once the claim is completed, you will get a refund for the products that arrived damaged.
Our customer service department is open Mon-Fri from 9am-9pm. Feel free to give us a call at +49 (0)2362 913065 or email at bestellung@mascerade.de or info@mascerade.de to investigate your missing or damaged order. Please report incidents within 3 days of receiving your order.

Payment methods – overview

Prepayment:
Shipping methods: DHL, GLS, Hermes (within Germany)
After transferring the invoice amount to the specified account, the goods will be shipped immediately. The account details will be sent with the order confirmation.

PayPal:
Shipping methods: DHL, GLS, Hermes (within Germany)
more information on payment by PayPal
After transferring the invoice amount to the specified account, the goods will be shipped immediately.

AmazonPay:
Shipping methods: DHL, GLS, Hermes (within Germany)
more information on payment by AmazonPay
After transferring the invoice amount to the specified account, the goods will be shipped immediately.

Invoice:
Shipping methods: DHL, GLS, Hermes (within Germany)
We accept payment by invoice after delivery of the goods for institutional customers and regular customers. Institutional customers are e.g. companies, public authorities, kindergartens, schools, non-profit organizations, etc.
Regular customers can become registered private persons from the fourth order.
If you would like to pay by invoice, please send us an e-mail, fax or letter with the name of the organization, address, telephone, name and function of the customer. The payment method "invoice" will then be activated for you immediately after a short internal check.

The payment method "invoice" remains available as long as you do not get into a reminder stage.

Payment by invoice after delivery of the goods abroad, we accept only after consultation with institutional customers from the 3rd order.

Cash on delivery:
Shipping methods: DHL Standard (within Germany)
With the payment method cash on delivery, we charge the cash on delivery fee of our shipping service provider DHL in the amount of currently € 6.90 for delivery within Germany.

Cash payment:
Shipping methods: Self pickup
Please call us to make an appointment (Tel: 0 23 62 - 91 30 65), if you want to pick up the goods from the warehouse.