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.APASSEIG DE SES FILADORES S/N POLÍGON INDUSTRIAL POIFE07750 FERRERIES MENORCA BALEARES CIF A07232754
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.
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, August holidays, Christmas and Bank Holidays.
*Orders placed between 17th of April midday and 22nd of April will be processed and shipped between the 23rd and 30th of April 2019. Our offices will be closed for Easter period between 17th of April and 22nd of April inclusive.
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.
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.
Please find below details upon how Mascaro.com uses and protects the data provided when using this website. Mascaro.com is committed to guaranteeing the protection of your personal data.
The simple fact of sending a message by the user including personal data to DESAROLLOS INSULARES, S.A. will mean acceptance for its incorporation into the file and its treatment.
The user of the website should be aware that there is the possibility of filing a complaint with the Spanish Agency for Data Protection.
1. THE INFORMATION WE GATHER.
We can gather the following information:
- Name, surname and address.
- Contact information, including email address.
- Demographic information such as zip code, preferences and interests.
- Other pertinent information for customer surveys and / or offers.
2. What we do with the information we gather
We need this information to understand your needs and offer you a better service, and in particular for the following reasons:
- Internal maintenance record.
- Improvement of our products and services.
- Sending of promotional emails about new products, special offers or other information that we think you may find interesting, as long as you have expressed your desire to receive them.
- We may also use your information to communicate with you for market research purposes. We can contact you by email, telephone, fax or mail. We can use the information to customize this website according to your interests.
Your data will be kept for the duration of the commercial relationship unless you express your desire to unsubscribe as a web user or until there is a legal obligation.
We are committed to ensuring that the information you have provided to us is protected.
In order to prevent unauthorized access or disclosure of personal data, we have set physical, electronic and administrative procedures to safeguard and secure the information we gather online.
A cookie is a small file that asks permission to be placed on your computer's hard drive. Once you give your consent, the file is added and the cookie helps analyze web traffic or lets you know when you visit a specific site. Cookies allow web applications to treat you as an individual. The web application can tailor operations to your needs because it collects and remembers information about your preferences.
We use traffic registration cookies to identify which pages are being used. This helps us analyze data about web traffic and improve our website in order to adapt it to the client's needs. We only use this information for statistical analysis purposes and then the data is removed from the system
For the exhaustive list of cookies we use, see the list of cookies below.
5. Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to exit our page, we have no control over the new website you visit.
Therefore, we cannot be responsible for the protection and privacy of any information you provide when visiting such sites that are not governed by this privacy statement. You must be careful and read the privacy statement applicable to the website in question.
6. CONTROL OF YOUR PERSONAL INFORMATION.
You may choose to restrict the collection or use of your personal information in the following ways:
When you are asked to fill out 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 anyone for direct marketing purposes.
If you have previously agreed with us to use your personal information for direct marketing purposes, you may change your mind at any time by email to [email protected]
We will not sell, distribute or lease your personal information to third parties unless we have your express consent or are legally bound.
We may use your personal information to send you promotional information about third parties that we think may be interesting if you have given us your express prior consent.
The user may revoke the consent given, without having retroactive effects, and exercise the rights of access, rectification, cancellation, opposition, limitation to processing and portability by contacting DESAROLLOS INSULARES, SA, Industrial Estate, Passeig de ses Filadores, s / n , 07750 Ferreries (Islas Baleares) or sending a message to [email protected]
7. LIST AND DESCRIPTION OF THE COOKIES THAT WE USE.
The following table shows the cookies we use and their description: