We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied*, you may return any item in its original condition, unopened**, for a full refund*** or exchange within 14 business days from delivery.
The return product(s) must be unopened and in its original packaging. Products opened or used are not accepted for returns* once the item was opened even just for testing or check measurements etc.
*Please understand: The seamstress’ sewing process results in variables in cutting and stitching for each mask. Our quality control attempts to reject any mask that does not meet high standards for construction but allows for variances in stitching. Our masks are hand-sewn by production seamstress(es) on industrial sewing machine(s) for professional results.
**All our shipments are packaged in order to ensure that you receive your products in the best condition possible. If for any reason, an item does arrive damaged, please contact us within 14 days so that we can send the replacement to you as soon as possible. If you discover after opening that a mask has a flaw that compromises its ability to function as designed, we will replace it at our cost. (We will examine a product you return to determine its ability to function as designed and respond accordingly.)
***If the return is requested based on personal reason, the postal/shipping fee is not credited, and there may be a 15% restocking fee.
Refunds and exchanges will be processed within 10 business days upon receipt of the product. Refunds (possibly excluding the initial delivery charge) will be made against the original credit card used. Our refund to you are automatically generated when we process the refund. Check your spam folder if you are not notified that we have processed your refund. After notification, it will take some time for the refund to show up in your bank.
If you do not get a refund processing notification within 10 business days plus the time it should take for shipping your returned goods to us, email us so we can research the issue.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
THE RETURN PROCESS
- CONTACT OUR CUSTOMER SERVICE TEAM
Please reach our customer service via Contact Us and explain your return request. Our Customer Service will request the following information for verification:
- Order number
- Purchasing date
- Product name and quantity which need to be refunded
- Reason for refund
If request is accepted, our customer service will respond by providing an RMA number.
- PACK THE ITEM(S)
Carefully pack the items for safe shipping.
- RETURN CONFIRMATION
Please allow 10 business days for the process and verification after receipt.
- RECEIVE A REFUND
Your refund will be credited to the original form of payment.
Please note that the refund can take up to 10 working days, from the date we submit the refund application, due to varying processing times between payment providers. The time to post a credit to your account is determined by the issuing bank. Please contact your own issuing banks for details.