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F.A.Q.

Shipping and Packing

Do you ship worldwide?
Yes, we ship worldwide! For shipment in Italy and abroad we use www.dhl.com and www.ups.com

How much does shipping cost?
Shipping costs are calculated automatically when you place your order and are directly related to the package’s weight and size and to the country of destination.

How long does it take to receive my order if I’m outside Italy?
- Standard delivery – 1/3 business days (Europe) 7/10 days (USA and rest of the world)
- Express delivery: 1 business day (Europe) 4/5 days (USA and rest of the world)

How long does it take to receive my order if I’m in Italy?
- Standard delivery – 1/3 business days (except islands and remote areas)
- Express delivery: 1 business day (except islands and remote areas)

How can I track my shipment?
Once your order has been shipped, you will be sent an email with your “tracking” number and the link to the courier’s site on which you can follow your shipment at any time.

How are the items packed for shipment?
Orders are packed with extra care to ensure your items are received undamaged and in perfect condition. Please note that in case of damage our products are covered by warranty.


Payment

What payment methods can I use?
You can pay your order on www.paypal.com using the following credit cards: Visa, MasterCard, Maestro, American Express. You can also pay by bank transfer. All our prices are in €. Your order leaves once it has been paid for.

Is it safe to pay with PayPal?
The PayPal site is highly secure. PayPal safeguards your privacy and keeps your personal and financial information safe using industry-leading technology, automatically encrypting your confidential information.

How can I calculate the currency exchange rates?
You can find the latest currency exchange rates and convert all major world currencies on the following link:
http://www.google.com/finance/converter


Returns and Refunds Policy

Is the product covered under warranty if it is delivered damaged?
Yes, all our shipments are under warranty. In case of damaged or faulty items, please contact us for the return procedure at info@bluemoonvenice.com or call us at +39041715175. You will be resent, as soon as possible, the products you had ordered.


Orders

Can I order just one mask?
Yes, you can also just order one item only. Except for some mask models as, for example, the white/black colombines, which are sold in packages of 5 pieces minimum; for further information see our link:
http://www.bluemoonvenice.com/en/shop/masks/blank

Can I cancel my order?
Yes, providing the order hasn’t yet been shipped.


Information on the masks

Can the masks be worn?
Our masks have been devised to be worn and each is supplied with cloth ribbon ties to fit the mask to your face. Some models are made only for decorative purposes. The following link lists the models that CANNOT be worn:
http://www.bluemoonvenice.com/en/shop/masks/specials/decor

What material are the masks made of?
Our masks are made of paper and are hand-decorated in Venice. The erotic masks’ line are mainly made of leather. We also have a series of masks made of metal. By clicking on the mask’s name, you will find a detailed description of the material nd the artisan techniques that are used as well as the mask’s dimensions. Each of our products is supplied with a Certificate of Authenticity “Entirely Handmade in Venice”.

Is the mask exactly like the one in the picture?
The masks are as seen in the photo, however, being handmade, they can slightly differ one from the other in small details. No mask is exactly identical to another, each being a one-off piece.

Can the masks be hung up as decoration?
All of our masks are supplied with a hook so as to be hung up for display, except for the columbine models.

Do you customize masks for special events?
Certainly: we can make special models on request, for every type of event, be it parties, birthdays, weddings, masked balls, business events…, you name it! To make special models we need at least 30 days. For further information, please contact us at info@bluemoonvenice.com or call us at +39041715175. Some masks of the Luxury Line http://www.bluemoonvenice.com/en/shop/masks/luxury-line/colombine can be made with different colours to that of the site, on request, even for just one piece, and the production time is of approximately 5 business days. For models on request, payment must be made on placing your order.


Wholesalers

How do I become a wholesale distributor?
If you have a store, a website or are opening a business and would like to sell our products, please go to the following link to register as a wholesaler: http://www.bluemoonvenice.com/en/wholesalers and follow our instructions to get access to the area reserved to wholesalers.

Do you have a printed catalogue you can send?
No, our catalogue only exists online because we update it daily.


Workshop

Where is your workshop?
Our workshop is located in the historic center of Venice in "Calle del Capeller" 1578, close to the "Rialto Market". We are open to the public all weekdays (sundays included) from 10:00am to 7:30pm.


Thanks!

Bluemoon Venice
 
 
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