FAQ

Home/FAQ
FAQ2019-12-17T21:19:46+00:00
I have a custom mask project. Do you offer this service?2019-12-18T18:26:15+00:00

Answer

Yes, we offer a custom-made mask service. Visit our Custom Order page for all the details, or visit the store to see our customizable models!

How to properly store the masks?2019-12-18T18:45:01+00:00

Store your masks in a cool, dry place, ideally between 15 and 30 C. If the mask has been exposed to low temperatures, do not handle it and allow it to adjust to room temperature before wearing it.

Avoid storing the masks with weight on them to avoid deforming them. Store the masks separately in cloth or plastic bags to avoid damaging the coloring.

Answer

I want to receive my order before a specific date, can you help me?2019-12-18T18:55:12+00:00

Answer

It is important to communicate with us to ensure that you receive your products on time. As several masks are made to order, it is also necessary to count the manufacturing times for certain models. Contact us beforehand to ensure deadlines.

What materials are used in the manufacture of your masks?2019-12-18T19:01:18+00:00

Answer

Mask
Our masks are made with a unique mixture of two types of latex, giving them a solid and rigid appearance while allowing a certain flexibility and elasticity so that they conform to the shape of your face. The weight and texture of the mask is reminiscent of a leather mask, but with additional flexibility.

Colouring
The coloring is done with an acrylic-based polymer. This type of paint remains flexible even after drying, allowing you to wear your mask without risking cracking the paint.

How to clean the mask without damaging it?2019-12-18T18:46:31+00:00

Answer

Gently clean the inside of the mask by hand with lukewarm water and mild soap. Avoid abrasive cloths and repetitive rubbing.

It is normal for the basecoat inside the mask to lose its opacity after repetitive cleaning. You can touch up with black acrylic paint if necessary.

What can I do to extend the life of my mask?2019-12-18T18:47:23+00:00

Answer

The latex used in the manufacture of our masks is a natural product whose chemical bonds are subject to degradation in contact with air in the long term. This is an inevitable process, but you can increase their shelf life by storing them individually in plastic bags between each use.

Ai-je un numéro de suivi pour ma commande?2019-12-18T18:57:23+00:00

Answer

Most shipping methods offer a tracking number with your package. You can therefore follow your shipment as soon as it leaves our workshops or our store to your delivery address. Contact us if in doubt.

Do you offer a warranty?2019-12-18T18:58:58+00:00

Answer

Coverage
Any product made by our artists deemed defective by Dracolite Inc./Atelier Pirate, accompanied by the presentation of proof of purchase, will be repaired or replaced by a new product, at the discretion of Dracolite Inc./Atelier Pirate. Please contact us before returning your item. You need our confirmation for your return to be valid. Items must be shipped to Dracolite Inc./Atelier Pirate at customer expense, but return shipping costs will be charged to us.

Limitations
This limited warranty specifies that Atelier Pirate’s recommendations and limitations must be observed, otherwise the warranty will be void.

Standard use
This warranty does not cover normal wear and tear of the product, including wear and tear resulting from the natural deterioration of the materials when wearing the mask. Any modification to the product will void the warranty. This warranty does not cover damage caused by improper use contrary to the regular use of the mask.

Are your masks really hand-crafted?2019-12-18T18:54:37+00:00

Answer

All Atelier Pirate masks are entirely made by our local artists. These are not imported products with a private label, but many unique designs entirely manufactured in Montreal, Canada.

How are your masks attached?2019-12-18T18:49:15+00:00

Answer

Our masks are made by default with a round elastic cord on which is inserted a black plastic slider for adjustment. We recommend this style of attachment for active theatrical play, for Larping or for any occasion where you will have to do a lot of movements while wearing the mask.

We also offer to make our masks with black ribbons that you can tie behind the head. We recommend this style of attachment for masked balls and for more decorative masks that will not be worn in a context requiring a lot of movement.

How to properly wear the mask?2019-12-18T18:43:44+00:00

Answer

To prevent the mask from cracking, avoid opening and closing it suddenly. You have to put it on the face and let it take its shape with the warmth of your skin.

Fatty substances like petroleum jelly or oil-based makeup shorten the life of the mask. Always clean the inside of your mask thoroughly after using it in contact with these products.

Foam pads are included with each mask. You can stick them inside it at the support points for more comfort.

What is your return policy?2019-12-18T19:02:19+00:00

Answer

If you are not completely satisfied with your product, you can return it as new within 30 days of receipt.
The reimbursement is subject to the following conditions:

Maximum time of 30 days.
Valid for online purchases only.
Items must be returned to Dracolite Inc./Atelier Pirate at the customer’s expense.
The customer must provide a copy of the purchase invoice.
No return of personalized items accepted.
Items must not show any signs of wear.
Exchanges and returns must be approved by Dracolite.
Discounted items are not refundable.
The customer assumes the risk of loss or damage during transport.
There may be a 15% restocking charge on certain items.
Return address
Dracolite
6370 St-Hubert
Montreal, Quebec
H2S 2M2

Where are your workshops located?2019-12-18T19:02:59+00:00

Answer

Our workshops are located directly in our Montreal premises at Dracolite at 6370 St-Hubert on the St-Hubert plaza.

Can I visit your workshops?2019-12-18T19:01:50+00:00

Answer

Unfortunately, in order to maintain an environment favoring concentration for our craftsmen, our workshops are not accessible to the general public. You can however visit our shop!

Come see our unique shop!
6370 rue St-Hubert,
Montreal, Quebec
Canada H2S 2M2

Business hours :
Monday to Wednesday: 10 a.m. to 6 p.m.
Thursday and Friday: 10 a.m. to 9 p.m.
Saturday and Sunday: 10 a.m. to 5 p.m.

Do you have a physical store?2019-12-18T19:03:29+00:00

Answer

Yes, we are located inside Dracolite, a large store on 2 floors located at 6370 St-Hubert in Montreal open to the public 7 days a week.

Contact information
6370 rue Saint-Hubert
Montreal (QC) H2S 2M2
Canada

Telephone: 514-355-0022
support@atelierpirate.com

Business hours
Monday to Wednesday: 10 a.m. to 6 p.m.
Thursday – Friday: 10 a.m. to 9 p.m.
Saturday – Sunday: 10 a.m. to 5 p.m.

Do you ship internationally?2019-12-18T18:32:20+00:00

Answer

If your country allows the import of our masks, you can buy on our website. We have many customers in Europe, the United States and around the world. Contact us if in doubt.