Customer Service

We are Mascaro USA Inc at 1034 Lexington Avenue, New York doing business as Pretty Ballerinas offline and online.


Do I need to have an account to place an order?

You can choose to use our guest checkout to place an order or you can create an account during purchase. By creating an account you can check out faster, track your orders, update your profile information for future orders and many more.

I have forgotten my password

Don’t worry, it happens. Just go to My Account, click on the ‘Forgot your password’ link and enter the email address you registered with. You will receive an email shortly reminding you of your password.

What sizes are used on the site?

All sizes are European sizes unless stated otherwise.

Why are the prices different online and in store?

From time to time our stores may run special local promotions that may not be available on our website or we may offer special discounts online that are not available in stores. Some website promotions may not be available to customers in particular jurisdictions.

How will I know you received my order?

We will send you a confirmation email within 24 hours of your order being placed. If you have not received this email, check your junk mail folder. If you still can’t find your confirmation, please contact us at [email protected]

Can I change an existing order?

Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address). Please ensure you review all your details before you complete the checkout process.

Can I cancel an order once it has been placed?

You can cancel your order before it’s been dispatched. Please contact us at [email protected] as soon as possible. If your order has already been dispatched, you can return it within 14 days of purchase.

Why was my order cancelled?

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we will let you know as soon as possible.



Pretty Ballerinas 

1034 1/2 Lexington Avenue

New York NY10021

Tel: 212 249 7844

Email: [email protected]



What are the delivery charges?

For all orders placed on the 18th of March 2020 onwards we are offering free delivery worldwide until further notice*

Deliveries usually take 3-7 working days after the order is dispatched and will be delivered by a courier.

We reserve the right to change our delivery prices without notice.

Where does NOT ship to?

We do not deliver to PO Box Addresses. Please provide a full delivery address and telephone contact number when you place your order to avoid delays.

How long do deliveries take?

We aim to dispatch your order within a maximum of 4 working days, but please allow up to 7 working days from confirmation of order for delivery. We will email you once your order has been dispatched. All orders will be delivered by courier and a signature will be required.

Has my order been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to let you know your shoes are on their way. If you have not received this email after 7 working days after placing an order please contact us at [email protected]

Can I ship to an alternative address?

You can choose to get your shoes delivered to an address other than your billing address. Just enter this address during the checkout process. We are unable to change the address once the order has been placed.

Do I need to sign for my order?

All orders require a signature upon delivery. Please ensure you enter the delivery address where someone will be present to sign for the delivery.


How long do I have to return my shoes?

You can return any item for an exchange or refund within 14 days of purchase.

How do I return an item?

Returned items must be unworn and in their original box. They must also be accompanied with a copy of the invoice and your indications as to whether you require a refund or an exchange. If you wish to exchange please indicate clearly the new size / model required.

In your parcel you will receive a returns label with the address you should send any unwanted goods back to.

Please note that we do not refund postage cost for returned items.

We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

To make your return quicker please:

Return your shoes in their original condition as they will be inspected upon return. Send them back via a guaranteed delivery service and get proof of postage. Pretty Ballerinas is not liable for goods in transit until they reach our factory.

Tell us if you require an exchange or a refund. Once your goods are accepted back into stock you will be issued with an exchange or refund. We will refund the card originally used for payment.

Please note that you can also personally return your order to one of our US stores, were you will be offered the option of exchanging the goods or to be issued a store credit note.

How long does it take for a return to be processed?

Returns usually take 3-7 working days to be credited back to your account after receipt of goods. Once we have processed your return or exchange, we will send you an email to let you know it has been processed. If we are unable to provide you with an exchange, we will send you an email to notify you.

The color of my shoes differ from the color on the screen

We have made every effort to display as accurately as possible the colors of our products on the website. However, please note that the color of products depends on the settings of your monitor.

Privacy Policy

Please find below details upon how uses and protects the data provided when using this website. is committed to guaranteeing the protection of your personal data.

The data provided to identify yourself when using this website will be used in accordance with this privacy policy and in all cases complying with the provisions of REGULATION (EU) 2016/679 of the EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27/04/2016 concerning the protection of natural persons with regard to the processing of personal data and the free circulation of this data. reserves the right to update its privacy policy when updating this website.

The simple fact of sending a message by the user including personal data to MASCARO USA INC. will mean acceptance for its incorporation into the file and its treatment.


We can gather the following information:

  • Name, surname and address.
  • Contact information, including email address.
  • Demographic information such as zip code, preferences and interests.
  • Other pertinent information for customer surveys and / or offers.

2. What we do with the information we gather

We need this information to understand your needs and offer you a better service, and in particular for the following reasons:

  • Internal maintenance record.
  • Improvement of our products and services.
  • Sending of promotional emails about new products, special offers or other information that we think you may find interesting, as long as you have expressed your desire to receive them.
  • We may also use your information to communicate with you for market research purposes. We can contact you by email, telephone, fax or mail. We can use the information to customize this website according to your interests.

Your data will be kept for the duration of the commercial relationship unless you express your desire to unsubscribe as a web user or until there is a legal obligation.

3. Security

We are committed to ensuring that the information you have provided to us is protected.

In order to prevent unauthorized access or disclosure of personal data, we have set physical, electronic and administrative procedures to safeguard and secure the information we gather online.

4. How we use cookies

A cookie is a small file that asks permission to be placed on your computer's hard drive. Once you give your consent, the file is added and the cookie helps analyze web traffic or lets you know when you visit a specific site. Cookies allow web applications to treat you as an individual. The web application can tailor operations to your needs because it collects and remembers information about your preferences.

We use traffic registration cookies to identify which pages are being used. This helps us analyze data about web traffic and improve our website in order to adapt it to the client's needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

In general, cookies help us to offer you a better website, which allows us to control the pages that you find useful and those that do not. A cookie in no way gives us access to your computer or any information about you, except for the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify the browser settings to refuse cookies if you prefer. The latter could prevent you from benefiting from all the advantages of our website.

For the exhaustive list of cookies we use, see the list of cookies below.

5. Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to exit our page, we have no control over the new website you visit.

Therefore, we cannot be responsible for the protection and privacy of any information you provide when visiting such sites that are not governed by this privacy statement. You must be careful and read the privacy statement applicable to the website in question.


You may choose to restrict the collection or use of your personal information in the following ways:

When you are asked to fill out a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anyone for direct marketing purposes.

If you have previously agreed with us to use your personal information for direct marketing purposes, you may change your mind at any time by email to [email protected]

We will not sell, distribute or lease your personal information to third parties unless we have your express consent or are legally bound.

We may use your personal information to send you promotional information about third parties that we think may be interesting if you have given us your express prior consent.

The user may revoke the consent given, without having retroactive effects, and exercise the rights of access, rectification, cancellation, opposition, limitation to processing and portability by contacting MASCARO USA INC. Pretty Ballerinas 1034 ½ Lexington Avenue New York NY 10021 or sending a message to [email protected]


The following table shows the cookies we use and their description:

COOKIE nameCOOKIE Description
CART The association with your purchases.
CATEGORY_INFO Saves the category information of the page, which allows you to display the pages more quickly.
COMPARE The items that you have in the list of products compared.
CURRENCY Your preferred currency.
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator of whether you have logged in to the encrypted store version.
CUSTOMER_INFO The group of clients to which the segment belongs.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID.
EXTERNAL_NO_CACHE The flag, which indicates whether the cache is disabled or not.
FRONTEND Your session in the area of ​​the guests.
GUEST-VIEW To edit the order category.
LAST_CATEGORY The last thing you visited.
LAST_PRODUCT The most recent product you viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether you were allowed to use the cache link.
PERSISTENT_SHOPPING_CART Information about your shopping cart and if you have been asked for your ID to access the page.
POLL Any survey you might have participated recently.
POLLN Information about the articles that you have voted in the polls.
RECENTLYCOMPARED The products you have recently compared.
STF Information about the products you have sent by email to friends.
STORE View of the store or the language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates that a client allows the use of cookies.
VIEWED_PRODUCT_IDS List of recently viewed products.
WISHLIST List of products you have added to your wish list.
WISHLIST_CNT Items on your wish list.