Q: My parcel hasn't turned up! When can I expect it?

99% of our orders are shipped with Royal Mail - they can be contacted on 08457 740740. They will leave a calling card if you are out, telling you to come and pick up your package from their nearest depot. Sometimes these cards get lost or are blown away - if in doubt, phone your local Post Office and ask them if they're holding anything for you. We aim to despatch all of our orders the same working day wherever possible. Customers are always sent an Order Shipped email once their order has left our depot. First Class is usually within two working days and Second Class within a week. If the parcel isn't collected, it's returned to us.

Q: My parcel hasn't turned up and I've paid extra for Special Delivery!

Your package is guaranteed to arrive the next working day - it will be at your end, waiting to be collected from your local Royal Mail depot. This service guarantees a delivery before 1pm so your parcel won't arrive with your morning post but will come separately. Orders placed on Friday will be guaranteed a Monday delivery, not Saturday.

Q: My parcel is missing and I live abroad!

Your package may have been delayed by UK or your country's customs. There is nothing we can do to speed up this process - these are random checks by Government. Our Express services have tracking numbers allocated to them - contact us with your order number and we'll do our best to locate the parcel.

Q: What payment methods do you accept?

We accept Visa, Mastercard, American Express, Switch Maestro, JCB, Electron and some SOLO cards. For simplicity, if your card has raised digits, we can accept them, if it doesn't then we can't.

Q: You've sent me an email that my card's been declined!

This doesn't necessarily mean that you've got no money in your account. It usually means that you've keyed an incorrect digit when you placed your order. We can phone you to confirm the card details or you can forward them to us - whatever suits you. If your card is then still declined, you may need to phone your bank to confirm that your card has been activated and is ready to use.

Q: I'm ordering from the USA - how do I see the total in US dollars?

We will debit your card with GBP but your credit card bill or statement will show the equivalent in your own currency. To check the rates, visit www.xe.com/ucc.

Q: I've tried phoning you but there's no response!

Please leave a message on our answerphone on 0845 052 1221 - we'll try to return the call within the day. For a "within the hour" response, please email us instead.

Q: I'm not receiving any emails from you!

Some mail providers such as Hotmail, Yahoo and AOL will automatically direct all mail from us into your JUNK folders. They detect the word naughty in naughtymagpie and tag it as spam. Simply check your spam or junk folders to find our correspondence.

Q: I'm in a hurry and need to order a mask - what's the best way to contact you?

Please email us - we will respond to your message within the hour, usually a few minutes! Our phone number has an answerphone on which all messages are returned as soon as possible.

Q: I've received a mask and I don't like it.

Okay, if there's still time to send another one out before your party date, no problem! Email us - let us know! We will need to have the unwanted one back asap so we can sell it on. The return postage will have to be covered by yourself and we'll do our absolute best to get you kitted out for your party!

Q: I love your masks - can I have a catalogue?

Unfortunately we don't provide a catalogue - our website has all the information we think you'll need regarding prices. If you require more, email us.

Q: I want to sell your masks - do you do wholesale?

No, we don't sell our masks at wholesale prices. We've had thirteen companies who have bought our masks in bulk who simply add their markup on top and still manage to sell thousands! As you may notice, our prices are incredibly reasonable for all of our customers. We do offer small discounts such as free UK delivery for orders £100+ and 5-15% off for larger orders. Email us for the details.

Q: I'm passing your way at the weekend - do you have a shop?

No, we are purely Internet based. That's why our prices are low and we can deliver on time. We also can't accommodate callers to our Cambridgeshire address either. We don't run a shop or showroom - perhaps in the future! We're busy enough fulfilling our global orders at the moment and very happy doing so.

Q: Can you make me a mask? I can't find anything that suits me.

Yes, possibly. We've got new masks and headdresses coming in every week that may suit you. Usually, there will be something in our new deliveries that will suit your purpose - the sooner you let us know your requirements, the more we can help you. Email us with what you're looking for and when you need it.