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. Emergency Repair slots are limited and book up quickly.
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. If you need an invoice or payment link, you can request one 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?
Yes, if you’re local to Newhaven, drop-off may be arranged by prior agreement.
We also offer personal collection and return across Sussex, Surrey, London and Kent at an additional cost, subject to availability.
Just let us know when booking and we’ll confirm the best option.
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
01.
What’s included in a “Refresh”?
A Refresh includes a surface clean, sanitation of all components, stain removal, brushing, lint removal. Repairs not included. See Refresh+.
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)
💬 Need urgent work? Ask us about our Emergency Repair service (availability limited).
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?
We recommend a Refresh every 3–6 months for regularly used mascots (like those used in schools, theme parks, or sports teams).
For high-contact or outdoor appearances, a Refresh after every 10–15 wears helps maintain hygiene and costume life.
A Full Restoration is ideal every 12–18 months, or sooner if the mascot shows wear, odour, or structural damage.
For one-off promotional use, a single Refresh may be all you need — we’re happy to advise.
06.
Do you follow any specific cleaning or hygiene protocols?
Yes, all mascot costumes are handled in a dedicated, sanitised workspace.
We use:
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Gentle but effective anti-bacterial cleansers suitable for fabric and foam
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Gloves and protective equipment during handling and repairs
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Isolated drying areas to prevent cross-contamination
Post-COVID, we’ve kept heightened hygiene protocols in place. Each costume is returned freshly cleaned and sealed for safe unpacking.
Emergencies & Special Cases
01.
How do Emergency Repairs work?
They can be booked directly online (if available) and require full payment upfront. These are prioritised and completed within 3 working days.
02.
What if I need my mascot back by a certain date?
Let us know when booking. We’ll do our best to accommodate deadlines, but it’s safest to plan ahead.
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