FAQs
Whether you're sending your mascot in for a refresh or an emergency repair,
we've got answers to the most common questions about booking, payment, shipping, and more.
Booking & Availability
01.
How do I book a service?
You can book online by selecting your service and submitting a booking request through our calendar. You can also book by emailing hello@themascotlab.com or calling 01273 044141. All bookings are reviewed manually, and we’ll confirm your slot by email.
02.
How far in advance should I book?
We recommend booking at least 1–2 weeks in advance, particularly during busy periods. If you have a specific event date or urgent deadline, please get in touch before booking and we’ll let you know what’s possible.
03.
Can I book more than one mascot at once?
Yes! If you have multiple costumes, drop us a message after booking and we’ll coordinate a suitable schedule for them.
04.
Do you offer on-site repairs?
No — all restorations are completed in our dedicated studio to ensure proper tools, materials, and cleanliness.
Payments
01.
How do I pay?
Payments can be made by secure payment link, bank transfer, or invoice. Full payment details will be provided in your confirmation email. Already have a booking and need an invoice or payment link? Submit a payment request here.
02.
Do I need to pay upfront?
A 50% deposit is required at booking. The remaining 50% is paid once your mascot is ready to return.
03.
Are deposits refundable?
Deposits are non-refundable, as they reserve your studio slot and prep time.
📦 Shipping & Returns
01.
Do I need to arrange my own courier?
You can either arrange delivery yourself, or add a Postage Kit if you’d like us to handle the return shipping.
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Sending your mascot to us
You can arrange delivery to our Sussex studio yourself, or request a Postage Kit if you would like us to provide the relevant label and packing guidance. -
Return shipping
Tracked and insured return shipping is included when a Postage Kit is purchased.
If no Postage Kit is added, return shipping is charged separately.
Once your booking is confirmed, you’ll receive any relevant packing guidance and shipping details for your chosen option.
02.
Can I order a Postage Kit?
Yes, we offer Standard and Oversized Postage Kits, with options from £85 depending on your mascot’s size.
Each kit includes the relevant packaging materials and return shipping arrangement for your chosen option.
Just let us know when booking, and we’ll advise which kit is suitable.
03.
What if I don’t have a printer?
No problem, if you don’t have access to a printer, we can post your shipping label to you for £5.
04.
Can I drop off my mascot in person?
We don’t currently offer customer drop-off at the studio.
We can arrange personal collection and return across Sussex, Surrey, London and Kent at an additional cost, subject to availability.
Alternatively, mascots can be sent to us by courier, and our Postage Kit is available if you’d like us to arrange the packing materials and transport for you.
05.
Is shipping tracked and insured?
Yes, where shipping is arranged by us, tracked and insured services are used for peace of mind.
If you are arranging your own courier, we ask that you use a tracked and insured service too.
06.
I’m not local — can I still use your services?
Absolutely, we work with clients nationwide.
You can either arrange delivery to our Sussex studio yourself, or choose one of our Postage Kits if you’d like a more guided shipping option.
Once your booking is confirmed, we’ll send the relevant packing guidance and shipping details for your chosen option.
Tracked and insured return shipping is included when a Postage Kit is purchased. If no kit is added, return shipping is charged separately.
Turnaround times vary by service, plus courier transit time.
Services & Process
02.
What’s included in a “Lab Restoration”?
A Lab Restoration is our most comprehensive service. It includes everything in a Lab Refresh+, plus:
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Full deep cleaning and sanitisation
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Complete re-panelling or fabric replacement where needed
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Foam and structural rebuilds (e.g. soles, strapping, supports)
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Detailed feature upgrades (logos, repainting, finishing)
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Couture-level rebuild designed to extend the costume’s lifespan
⏱ Turnaround: 10-14 working days (depending on complexity)
💷 Price: from £2,100
03.
How long does it take?
Turnaround times vary depending on the service:
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Lab Refresh — 3–5 working days
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Lab Refresh+ — 5–7 working days
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Lab Restoration — 10-14 working days (depending on complexity)
Urgent deadline?
If you have a time-sensitive repair, please contact us before booking. Expedited work may occasionally be available depending on studio capacity.
04.
Will I get a progress update?
Yes! We send a photo update before your mascot is returned.
05.
How often should I clean or restore my mascot costume?
There’s no one-size-fits-all schedule. How often your mascot needs professional cleaning depends on how frequently it’s worn, where it’s used, how it’s stored and how heavily performers perspire.
For regularly used mascots, we recommend booking a Lab Refresh when the costume starts to show visible soiling, persistent odour, flattened fur or general hygiene build-up, rather than waiting for a set number of wears.
Lab Restoration isn’t routine maintenance. It’s intended for mascots with significant wear, structural failure, deteriorated foam or extensive damage that goes beyond cleaning and minor repairs.
If you’re unsure which service your mascot needs, send us a few photos and we’ll be happy to advise.
06.
Do you follow any specific cleaning or hygiene protocols?
Yes. Every mascot is handled carefully in a dedicated workspace, with hygiene and material safety considered throughout the cleaning process.
We use:
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Fabric-appropriate cleaning and sanitising products
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Gloves and protective equipment where appropriate
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Separate cleaning and drying processes suited to each costume component
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Fresh or replaced hygiene pads and insoles where included within the service
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A final hygiene and condition check before return
Cleaning methods are selected according to the materials, construction and condition of each mascot, helping us achieve the best possible result without causing unnecessary damage.
Each costume is returned clean, fresh and securely packed for transport.
Emergencies & Special Cases
01.
Do you offer urgent or priority repairs?
Urgent work may occasionally be available depending on studio capacity and the type of repair needed. If you have a fixed event date or short deadline, please contact us before booking and we’ll let you know what’s possible.
02.
What if I need my mascot back by a certain date?
Let us know your deadline when booking. We’ll always do our best to accommodate event dates, but turnaround depends on the service required and current studio availability, so early booking is recommended.
Other Policies
01.
What if my mascot has pre-existing damage?
Please note we aren’t responsible for damage not disclosed at booking. Honest photos help us prep the right materials in advance.
02.
Do you store costumes long term?
No. Costumes are returned promptly once payment is complete. If you're unavailable to receive your item, please let us know at booking.
03.
What if I change my mind after booking?
We understand things come up. Please let us know as soon as possible — however, deposits are non-refundable.
Still got questions?
You can call or WhatsApp 01273 044141, or email us anytime at hello@themascotlab.com