Following is the terms and conditions that apply to all purchases made through DAME both directly and indirectly, as of 21/07/2025.
Once you have handed money over then your order is finalized, after which you cannot change any options you have selected.
When ordering your address is correct and cannot be changed without a valid reason and advance warning. If you do need to change your address, then you must do so in writing via email before your order is completed.
All liability in the secure and safe transit of the items we are shipping to you is down to the courier company handling your package.
As long as you have opted for insurance when selecting your shipping option, DAME will assist to the best of our ability with any claims with the courier company.
Claims for damaged packages much be submitted with the courier company within 14 days from receiving the package, lost packages can be claimed up to 60 days from the estimated delivery available via the packages tracking information.
Damaged packaging needs to be kept in order to serve as evidence for making a claim, as the courier company may wish to inspect it.
If the package was signed for online, to be left at the customer’s door, the courier company may refuse to pay for the package if it is lost or damaged.
If you have opted for shipping without insurance, DAME is not to be held responsible for assisting in claiming for any lost or damaged packages.
Any additional shipping fees that result from incorrect information supplied to DAME by customers are to be paid in full by customers.
The customer is responsible for paying any shipping/import fees that are requested by the courier company as part of receiving a package.
All returns are submitted through the returns form found here, or in writing either directly via email or through our contact form.
All returns will be processed by DAME to ensure that the claim is valid.
All claims for bespoke items will be heavily assessed and may be denied on the grounds of the item being too bespoke to be resold.
Upon receiving your order from the courier company, you have a maximum of 14 days to submit a return request provided that the contents of your order have been neither used nor damage since you received them.
All requests to cancel or terminate your order with us should be submitted in writing either directly via email or through our contact form.
All cancellation/termination requests will be reviewed by DAME to ascertain whether or not the customer is entitled to any form of refund or compensation.
Any costs already incurred by DAME up until the cancellation/termination of an order will not be refunded to the customer, however the difference between the costs incurred by DAME and the total value of the order may be refunded based on DAME’s review of the cancelation/termination request.
If a cancellation/termination request is submitted before DAME has incurred any costs on an order, the customer may be offered a full refund.
After cancellation/termination of an order by a customer, there will be a period of 6 months where DAME reserves the right to refuse any new orders placed by that customer.
Accepting or refusing requests for custom projects is left entirely at the discretion of DAME and its members, based on the work requested and our availability at the time.
A final agreement on the desired end product must be reached between all parties involved before a quote can be provided for the cost of the project.
DAME reserves the right to deny any requests to change details of a project once design and/or production work has begun.
Unless stated otherwise, DAME will not begin any design or production work until full payment and shipping fees have been received.
DAME reserves the right to create specific payment terms for customers, in some circumstances these may change from the standard.
Payment instalments should not exceed the time period of 6 months from first payment.
If, for any reason, a customer should seek to cancel/terminate the commission prior to completion of the product then the customer is to compensate DAME for all costs and charges incurred for work already undertaken and will also be liable for any third party costs incurred by DAME.
After cancellation/termination, there will be a period of 6 months where the customer cannot reinstate or start a new commission project with DAME.
DAME, or any individual at DAME, has the right to refuse services to any individual or group at any time.
DAME reserves the right to cancel a commission at any time.
All customers are responsible for their own health and safety while using any products that we sell.
All of the products we sell should be used responsibly, as such, making sure to take appropriate breaks in between uses in order to fully rest and recover is the responsibility of the customer.
DAME refuses to supply any objects or devices that can be used to lock our masks, therefore all risk associated with locking our masks is to be assumed by customer, along with the responsibility of doing so safely.
| DAME | This means the entire DAME (Dollers and Anime Mask Emporium) group who represent and run DAME. |
| You/Customer | This is you as both a service user and customer. |
| Courier Company | The company appointed by DAME to handle delivery of your items to you. |
| Bespoke | A custom-made item that is unique to you and your order in some way. |