Shipping and delivery
How does shipping and delivery work?
You’ve made an order, you are really excited already preparing the wall at your home - now what?
Once an order is placed, our team will carefully collect your Blaskoo from the hands of the artist and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.
We use DHL and DPD for most of our deliveries within the EU. Please do note that your country may expect you to pay the duty fees required to import goods into your country - a fee that might be placed on delivery by your country's government.
You can expect your parcel within 2-8 business days. When we ship the order you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
If the item has a specified "sent" date beside it in brackets this means the item is a pre-sale purchase and you will receive that item in 2 - 8 business days from this "sent" date.
If your order does not arrive within 8 business days, please contact us so that we can follow it up with the courier. We guarantee your parcel's delivery by requiring a signature on arrival. If you accept "leave in a safe place" directly with our courier we will no longer take responsibility for the package.
*Please note: that if you purchase a pre-sale item and an in-stock item in the same order, both items will be sent out at the same time once all stock is available at our warehouse for dispatch.
**Coronavirus impact: Please note couriers are experiencing significant international delivery delays due to limited flights, social distancing requirements and increased parcel volumes.
***We are currently unable to deliver to Pack Stations. If you enter a Pack Station as your shipping address your order will not be delivered.
How do I track my order?
Finally, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.
Insured shipping?!
Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away.
Help, I think my order is lost/hasn't been delivered?
Think your order might be lost in transit? Although we are quoted 2-8 business days for delivery from our couriers, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.
If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.
*Please note: Once we pass your Blaskoo order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.
Can I change my shipping address?
Oops, Blaskoo not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
***We are currently unable to deliver to Pack Stations. If you enter a Pack Station as your shipping address your order will not be delivered.
Do you ship internationally?
Yes! At the moment Blaskoo masks are sold to every EU member country. If you are coming from outside of EU please don't be sad and check back later as we are planning to expand soon!
Product Questions
How is my Blaskoo packaged?
We are just as excited as you are for you to receive your Blaskoo, and we’ve prepared it up for the occasion! Your Blaskoo comes with the signiture of the artist on the back. Blaskoo delivery is special, even if it's a gift to yourself! All Blaskoos come packaged in a branded box , so you know exactly what item has turned up on your doorstep.
Size guide
You can find the mask size information on the individual product pages. Each product is sized to be the perfect fit to your home to make it vibrant and exciting.
Custom size option?
Sometimes we give opportunity for larger custom sized masks. Please inquire about possibilities at info@blaskoo.com
Care instructions
Blaskoo masks are finely crafted and treated with the highest quality materials to withstand the test of time but we know, accidents do happen every now and than.
Please be careful not to put your Blaskoo masks in direct contact with water. High humidity and water contact may deform or discolour your masks in the long term. Keep them in a dry area when possible.
Will you restock an item?
Blaskoo masks are hand made. Making a mask varies between 3-10 days and for this reason sometimes we run out of stock. Nothing to worry about pretty soon you will be able to order your own unique Blaskoo mask.
Is it overpriced?
Oh dear, you definitely have not seen a Blaskoo mask before. We can promise you it is worth every penny. Every time you or your friends enter the room and look at your Blaskoo you will understand our pricing. It gives your place a special energy, brings joy and some exciting taste for sure.
The masks are hand made, going through many phases until a finished mask leaves our office. Making the masks can take up to 10 days to achieve the best result.
It will most probably be the most eye-catching art piece in your home.
Believe us, you will not regret it or your money back!
Do you take suggestions or custom designs?
We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision.
What are the Blaskoo masks made of?
Our masks are made from different kinds of wood materials including: MDF, veneer, Formica, Perspex, recycled plastics. Painted with the highest quality available to preserve your masks quality for the long term. our paints are UV and weather resistant providing long term protection for the masks.
Can I send an order as a gift?
Have a special someone who you think needs an Blaskoo in their life (or just trying to earn some major brownie points)? A Blaskoo is the perfect gift! You can ship a Blaskoo directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. We don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
You can send a special message to the lucky one by filling in the "Order special instructions" box at checkout. We will make sure the message will be the first to greet your chosen one.
We think sending an Blaskoo is a message of love enough though.
I can't add a product to my cart?
Nobody panic! If you can’t add an item to cart, it may unfortunately be a sold out item. Blaskoo masks are hand made. Making a mask varies between 3-10 days and for this reason sometimes we run out of stock. Nothing to worry about pretty soon you will be able to order your own unique Blaskoo mask.
Can I hang the mask
Oh, yes! You can mount it on your wall right out of the box. Excited yet?
Returns and Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 14 days from the date of delivery/receiving of order.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout.
To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 14 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes box packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition. Please send your requests to refund@blaskoo.com
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return my Blaskoo?
Can I return my order for refund?
We know the drill – you’ve been needing to return it, but life gets in the way. We are offering a 14 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Do I have to pay for returns?
Bad news here, at this point we are not able to refund return shipping costs.
How long does it take for my return/refund to be processed?
We are working hard behind the scenes to assess the Blaskoo you send back. We strongly encourage that you send through a photo of your product before returning so that assessment can start before product even arrives back. Normally we need to wait and check the product before starting a refund process. It should not take more than 5 days from recieving the package.
Payment
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Blaskoo orders only).
I forgot to use my discount code?
Made your Blaskoo purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Blaskoo team at help@blaskoo.com and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Blaskoo orders only).
What currency is the store in?
All pricing for our Europ store is listed in Euro (€)
Contact us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our Blaskoo team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Emailing us is the way to go! Our email contact is help@blaskoo.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
*Please note: Whilst we understand that some issues are frustrating, we value our Blaskoo family - any profanities or abuse will not be tolerated, so please treat our team with respect.
How can I give feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Blaskoo stories, as it warms our hearts to see our Blaskoos being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at help@blaskoo.com.
Where are you located?
Your favorite Blaskoos are made in beautiful little city of Mor a well known wine region in Hungary. We hand produce all orders in a cozy manufactory.
Emailing list
Want fun, inspiring, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by entering your email in the bottom of our website.
Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).