Customer Services

Orders

Do I need to have an account to place an order?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.

I have forgotten my password

Don’t worry, it happens. Just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

What sizes are used on the site?

All sizes are European sizes unless stated otherwise.

Why are the prices different online and in store?

From time to time our stores may run special local promotions that may not be available on our website or we may offer special discounts online that are not available in stores. Some website promotions may not be available to customers in particular jurisdictions.

How will I know you received my order?

We will send you a confirmation email within 24 hours of your order being placed. If you have not received this email, check your junk mail folder. If you still can’t find your confirmation, please contact us at [email protected]

Can I change an existing order?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

Can I cancel an order once it has been placed?

You can cancel your order before it’s been dispatched from our warehouse. Please contact us at [email protected] as soon as possible. If your order has already been dispatched, you can return it within 28 days of purchase.

Why was my order cancelled?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible.

What are you company details?

Company address:
DESAROLLOS INSULARES S.A
PASSEIG DE SES FILADORES S/N POLÍGON INDUSTRIAL POIFE
07750 
FERRERIES MENORCA BALEARES 
CIF A07232754 
 
Delivery

What are the delivery charges?

Europe  10.00€
Rest of the world  20.00€

 

Any taxes or duty fees incurred to ship abroad are the responsibility of the customer and these costs cannot be reclaimed from ourselves.

We reserve the right to change our delivery prices without notice.

Where does Mascaro.com NOT ship to?

We do not deliver to PO Box Addresses. Please provide a full delivery address and telephone contact number when you place your order to avoid delays.

We do not deliver to Ceuta & Melilla or the Canary Islands

How long do deliveries take?

We aim to dispatch your order within a maximum of 4 working days and once your order has been dispatched usual delivery time is 3-7 working days. We will email you once your order has been dispatched. All orders will be delivered by courier and a signature will be required.

Pretty Ballerinas cannot guarantee that the sale and delivery of its goods to your particular country or location is allowed, so please take note of your own import restrictions before placing an order.

Please note that it can take longer for a package to be delivered during busy periods such as Easter, Christmas and Bank Holidays.

Has my order been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order please contact us at [email protected]

Can I ship to an alternative address?

You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.

Do I need to sign for my order?

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.

Returns

How long do I have to return my shoes?

You can return any item for an exchange or refund within 28 days of purchase.

How do I return an item?

Returned items must be unworn and in their original box. They must also be accompanied with a copy of the invoice and your indications as to whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new size / model required.

The address you should return your order to is found on the returns form included with your delivery. 

To make your return quicker please:

Return your shoes in their original condition as they will be inspected upon return. Send them back via a guaranteed delivery service, such as Royal Mail or equivalent and get proof of postage. Mascaro.com is not liable for goods in transit until they reach our factory.

Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. We will refund the card originally used for payment.

How long does it take for a return to be processed?

Returns usually take 3-7 working days to be credited back to your account after receipt of goods. Once we have processed your return or exchange, we will send you an email to let you know it has been processed. If we are unable to provide you with an exchange, we will send you an email to notify you.

The colour of my shoes differ from the colour on the screen

We have made every effort to display as accurately as possible the colours of our products on the website. However, please note that the colour of products depends on the settings of your monitor.

The heel height of my shoes differs from the general product description

Please note that our product heel measurements are approximate and some model variations can have a slightly higher or lower heel.

Legal

This privacy policy sets out how Mascaro.com uses and protects any information that you give Mascaro.com when you use this website. Mascaros.com is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website you can be assured that it will only be used in accordance with this privacy statement. Mascaros.com may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyze data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantag

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected]

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Mascaro, Jaime Mascaroó S.A Parcela D-9 POIFE 07750 Ferreries, (Menorca) Baleares, Spain.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE nameCOOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.