Frequently Asked Questions
Orders & Products
Are your products made to order?
Yes — every mask, glove and sock is handcrafted individually in our Czech studio. You’re not buying off a shelf. Each piece is made specifically for you after you place your order.
How long does production take?
Standard production takes approximately 14 business days. Custom color or hair work orders require an additional 5 business days. You’ll receive a tracking number by email as soon as your order ships.
What sizes are available?
Our masks and gloves are one size fits most — designed to fit the majority of adult head and hand sizes. Our masks are intentionally sized slightly smaller than standard for a better, more realistic fit.
Custom Orders
Can I get a custom color?
Yes — custom color painting is free of charge on all products. Simply add your color reference, mood board or description in the order notes at checkout and our artists will paint it to match.
Is hair work available?
Yes — custom hand-laid hair work is available on most of our products for an additional price.
I can't find what I'm looking for. Can you make something custom?
Absolutely — we love a challenge. Contact us at shop@occultfx.com with your idea, sketch or reference and we’ll work with you personally to bring your vision to life. No idea too wild.
Shipping & Delivery
Do you ship worldwide?
Yes — we ship to 24+ countries worldwide. Check the shipping price on a product order.
How long does shipping take?
Typically 1–2 days within Czech Republic, 2–5 days across Europe, and 5–14 days worldwide. Note that production time (14 days) is separate from delivery time.
Will I get a tracking number?
Yes — every order is fully tracked. You’ll receive a tracking number by email as soon as your order leaves our studio.
Are there any customs fees?
For orders within the EU — no. For orders outside the EU, customs duties and import taxes may apply and are the responsibility of the customer.
Returns & Refunds
Can I return my order?
Yes — you have 14 days from delivery to return standard (non-custom) products, provided they are unused and in original condition. Return shipping is paid by the customer.
Can I return a custom color order?
Custom painted products are made specifically for you and are exempt from the standard return policy under EU Consumer Rights Directive (Article 16c). If something isn’t right, contact us at shop@occultfx.com and we’ll find a solution together.
How long does a refund take?
Once we receive and inspect the returned item, refunds are processed within 14 business days to your original payment method.
Payment
What payment methods do you accept?
We accept credit/debit cards (via Stripe) and PayPal.
Is payment secure?
Yes — all transactions are processed by Stripe or PayPal in accordance with PCI DSS standards. We never store your card details.
Materials & Care
What material are your products made from?
All our masks, gloves and socks are made from cosmetic-grade platinum silicone, reinforced with an internal mesh for durability. Skin-safe and dermatologically tested.
Are your products skin-safe?
Yes — we use only cosmetic-grade platinum silicone. Safe for direct skin contact and comfortable for hours of wear. If you have known latex or silicone allergies, please consult your doctor before use.
How do I care for my silicone products?
Clean gently with mild soap and lukewarm water. Avoid solvents, acetone or harsh chemicals. Store in a cool, dry place away from direct sunlight. Do not fold or crease when storing.
Still have a question?
We’re real people and we love to help. Write us and we’ll get back to you within 24 hours.
Content
Still need help?
Can’t find your answer? We reply within 24 hours.
shop@occultfx.com
+420 724 926 746
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