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 choosing a time slot in our calendar. Some bookings are manually reviewed — if needed, we’ll confirm your slot via 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 card payment link or bank transfer (details provided in your confirmation email).
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’ll arrange outbound delivery of your mascot to our Sussex studio (we’ll provide instructions).
-
We include insured, tracked return courier shipping as part of your service.
-
On confirmation, you’ll receive:
-
A Courier Instructions PDF (safe packing guide)
-
Your return shipping label
-
02.
Can I order a Postage Kit?
Absolutely! If you'd prefer we post packaging materials to you, just ask. Our optional Postage Kit includes a sturdy shipping box, inner liner and return label—delivered to your door ready to use.
03.
What if I don’t have a printer?
No problem — we’ll post you a label if you let us know.
04.
Can I drop off my mascot in person?
We primarily use courier collection to keep things smooth and secure. However, if you're based in East Sussex or nearby areas (including Brighton, Lewes, Seaford, Worthing, or Eastbourne), I’m happy to arrange a personal collection or drop-off. Just let me know when booking, and we’ll work out a convenient time.
05.
Is shipping tracked and insured?
Yes, all shipments are fully tracked and insured for peace of mind.
06.
I’m not local — can I still use your services?
Absolutely! We work with clients nationwide through our trusted courier partners.
Here’s how it works:
-
You’ll arrange delivery of your mascot to our Sussex studio (we’ll provide full packing instructions).
-
Need supplies? Order a Postage Kit and we’ll send you everything you need to pack safely.
-
Once your booking is confirmed, we’ll email a Courier Instructions PDF to guide you.
-
Your mascot will be returned to you via our insured, tracked courier service — included in the price.
Once your mascot arrives, we’ll confirm receipt and begin work. Turnaround times vary by service (3–10 working days), plus courier transit time either side.
🧵 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:
-
Full deep cleaning and sanitisation
-
Complete re-panelling or fabric replacement where needed
-
Foam and structural rebuilds (e.g. soles, strapping, supports)
-
Detailed feature upgrades (logos, repainting, finishing)
-
Couture-level rebuild designed to extend the costume’s lifespan
⏱ Turnaround: 7–10 working days (depending on complexity)
💷 Price: £1,400
03.
How long does it take?
Turnaround times vary depending on the service:
-
Lab Refresh — 3–5 working days
-
Lab Refresh+ — 5–7 working days
-
Lab Restoration — 7–10 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:
-
Gentle but effective anti-bacterial cleansers suitable for fabric and foam
-
Gloves and protective equipment during handling and repairs
-
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 a 50% deposit. 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?
use the let’s chat button during working hours or email us anytime — we’re happy to help.