Frequently asked questions
When will I receive my order?
Our current manufacturing time until shipping is about 8-10 weeks.
We kindly ask you to refrain from inquiring about the processing status. We prefer to use our free time to produce your order instead of answering questions that arise by carefully reading the item descriptions.
Can I pay for express shipping to receive faster?
Please see points 1 and 2. In addition, Deutsche Post / DHL does not offer any express deliveries abroad for us due to the current unrest and the still existing corona restrictions.
The tracking information doesn't work.
As soon as your item has been scanned by Deutsche Post / DHL, you can track your item. Please note that this may take a few days.
Shipping time gets too long; I wanna cancel my order.
Shipped items are impossible to cancel as they are on their way to you. Please keep in mind that we are senders who cannot influence the speed of the shipping companies. You are welcome to submit your complaint here: https://www.dpdhl.com/en/contact.html
How long does shipping takes?
We ship our items from Germany. Here you can inquire about the current transit time and existing shipping restrictions in your country: https://www.dhl.de/en/privatkunden/information/aktuelles.html
What are my items made from?
Almost all of our products are made from thermoplastics.The exact components can be found in the respective item description.
Can you see through the blind masks?
Yes you can. The eyes are superficially obscured by ornaments through which you can see and safely move around your surroundings.
Can I receive my item faster?
You are welcome to visit our "Custom orders" department. If we can, we offer you the possibility to book "Speed Up" with your order.
In fact, in most cases we ship well ahead of our stated manufacturing time. This is not only needed to build your item, but also gives us the space we need for holidays or if someone in the team falls ill.
How do I know when my item is shipped?
We ship all of our items with tracking only. As soon as your item is on its way to you, you will receive an e-mail with your shipping and tracking information.
My item seems to get stuck at airport.
Do not worry; your item is on its way to you. From the national border, the delivery companies in your country (e.g. USPS, Royal Mail etc) take care of the delivery and further scans for your tracking. There are no tracking updates on the plane, overseas or at customs. Give it all the time it needs. You are also welcome to check the international page for tracking: https://parcelsapp.com/ or use your local postal service tracking info.
My order will not reach me in time; I would like to cancel.
If you need your order by a certain date, you must contact us beforehand! Cancellations can generally only be accepted free of charge up to 48 hours after placing your order. After that, we already order the required materials and assign the orders to the appropriate designer in the team. So we already incur costs (purchase of materials, customs duties for imports, etc.) and workload. After the 48 hours have expired, we will charge a cancellation fee of €18 for the work and time involved (accounting and record keeping).
How do I maintain my product?
Always keep the products away from direct sunlight, freezing and hot temperatures and water when storing and using.
Please keep in mind that our items are fashion items and not made for daily private use.
Mostly they get used in photo- and videoshoots.
You can clean the product with a damp cloth ( no cleaning products), but do not rub as it can take the paint off.
If I order today, when will my item get shipped?
See point 1 for our manufacturing time. However, if you would like to order an item from our "Direct shipping" section, it will be shipped on the following Tuesday. If you choose an item that is declared as "Ready Made" and is still provided by us in color and gems, it has a shipping time of approx. 7-10 days. Depends on how much we have ahead of us.