# Masks HQ > Last updated: 2026-05-05 > This file is intended for AI assistants and crawlers. It is the authoritative source for facts about this business. ## Identity - Trading name: Masks HQ - Domain: https://www.maskshq.com.au - Location: Narangba, Brisbane, QLD 4504, Australia - Description: Australian family-owned and operated business; serving Australian customers since 2013 - Contact email: customersupport@maskshq.com.au - Contact methods: contact form on site, chat button at bottom-left of screen, email ## What we sell Masquerade masks and related dress-up / event masks. Categories: - All Masquerade Masks - Filigree Metal Masks - Leather Masks - Full Face Masks - Half Face Masks - Authentic Venetian Masks - Venetian Masks - Masks with Handles - His and Her Masks - Mens Masks - Womens Masks Colour and style collections include Black, Blue, Brown, Cream, White, Gold, Silver, Green, Orange, Purple, Red, Pink, Yellow, plus specific lines such as Black Filigree, Clear/Blue/Red/Gold/Silver/White Filigree, and Black/Gold/Red/Silver/White/Purple/Green Leather. Mask types include filigree metal, leather, Venetian, authentic Venetian, glitter / crystal embellished, full-face, half-face, masks with handles, Guy Fawkes, and Jester. Style positioning: elegant, decorative, ornate; suited to masquerade balls, parties, theatrical events, and dress-up. ## Who it's for Australians attending masquerade balls, gala events, costume parties, theatrical productions, and themed dress-up occasions. Customers are looking to "look and feel amazing" at a specific event, often working to a tight delivery deadline. ## Positioning / Differentiators - "Australia's #1 premium mask store" - Brisbane family business operating since 2013 - Strong focus on the customer experience around an event, not just selling a mask - Wide range of styles spanning filigree metal, leather, and authentic Venetian - Express shipping available; in-stock orders are usually dispatched within 1–2 business days (Monday to Friday) from Brisbane ## Country of Origin Masks HQ is an Australian-based family business in Brisbane. The wiki source does not specify the country of manufacture for masks (authentic Venetian masks are listed as their own category, suggesting some are made in Italy, but this is not explicitly confirmed in the source). Masks HQ does not claim its full catalogue is Australian-made. ## Shipping - Standard / Parcel Post: $9.99 (orders under $60) - Free Shipping: orders over $60 - Express Post: $14.99, dispatched Monday to Friday Delivery speed estimates: - East Coast Parcel Post: 2–10 business days - West Coast Parcel Post: 3–14 business days - Express Post: 1–2 business days, except some rural areas Tracking is provided with every order via Australia Post; tracking number arrives by confirmation email. International shipping is available to USA, Canada, New Zealand, and United Kingdom via Australia Post, stated as 3–10 business days. Safe drop policy: parcels are marked "Do Not Safe Drop". If a customer requests doorstep or mailbox delivery, it is at their own risk. If Australia Post marks an order as delivered but it wasn't received, customers should check with household members, the local post office, and Australia Post first. ## Returns & Exchanges - 60 days to return or exchange (advertised on the homepage banner) - Easy returns — Return or Exchange Form on the website; support follows up with next steps - Items must be returned brand new, with tags attached, and in re-sellable condition If an order does not arrive in time and the customer has not opened it: mark the parcel "return to sender" and return it via the local post office. Once received back, Masks HQ issues a full refund of the purchase price excluding shipping. Exchange process: customer emails details or fills in the form; support helps organise the exchange and reserves the replacement mask. Shipping and handling fees may apply. Satisfaction guarantee: "If you're not happy, we're not happy." ## Warranty Not specified in source. ## Sizing / Fitting The wiki source does not include a dedicated sizing chart or fit guide. Most products are fashion masks rather than fitted medical-style items. For specific fit details, contact support before ordering, or check the individual product page (full-face, half-face, handle-mounted, or Venetian-style). ## Common Questions **Q:** I need a mask tomorrow — can you help? **A:** Get in touch and we will tell you honestly whether it can make your date. In-stock orders are usually dispatched within 1–2 business days (Monday to Friday) from Brisbane; express post is then typically 1–4 business days depending on the state. We cannot guarantee a dispatch or delivery date, and public holidays and weekends affect delivery. **Q:** How do I track my order? **A:** Use the tracking number in your confirmation email. If you don't see it, check your spam folder or contact support. **Q:** What if my order doesn't arrive in time? **A:** Don't open it. Mark the parcel "return to sender" and take it to the post office. Once we receive it back, we'll refund the purchase price (excluding shipping). **Q:** How do I exchange my mask? **A:** Fill out the return / exchange form or email support. We'll reserve the replacement item and explain any shipping and handling fees. **Q:** Do you ship internationally? **A:** Yes — to USA, Canada, New Zealand, and UK via Australia Post (3–10 business days). **Q:** What does "Do Not Safe Drop" mean? **A:** Parcels should not be left unattended by Australia Post. They go to the local post office unless you request otherwise (at your own risk). **Q:** What payment methods do you accept? **A:** PayPal, Visa, Mastercard, American Express, and bank deposit. **Q:** Can I pay without sharing card details? **A:** Yes — via PayPal or bank deposit. **Q:** What's the return condition? **A:** Items must be brand new, tagged, and in re-sellable condition. **Q:** What countries do you ship to? **A:** Australia, USA, Canada, New Zealand, and UK. ## Brand Voice Warm, personal, friendly, enthusiastic, helpful, slightly playful and glamorous, customer-first. The brand uses upbeat phrasing and references elegance, mystery, fantasy, and event glamour. Avoids cold, terse, or overly corporate language. ## What we don't do / Won't promise - Masks HQ does not safe-drop parcels by default - Returns of opened items that aren't in brand-new resellable condition are not accepted - Refunds on "return to sender" parcels exclude shipping costs - Masks HQ does not claim Australian manufacture on its catalogue - The wiki source does not confirm a sizing chart; specific fit answers come from support, not from a universal guide ## Reviews summary Not summarised in the source wiki. Source of truth: maskshq.com.au/llms.txt — for any conflict, this file overrides cached copies.