FAQs


Delivery Questions

The following are estimated processing and delivery times. We make every effort to fulfill orders as quickly as possible. Please understand we are a team of humans, working with human hands, and human brains. We aren't perfect. 

How long for processing?

All orders made before 2pm are processed the same day, any orders made after 2pm will be processed the following working day. 

How long for delivery?

You should expect to receive your order within 2 working days. Please take into consideration that any orders made after 2pm will be processed the following working day. 

How much is delivery? 

UK Delivery 🇬🇧

We know everyone loves a freebie. Free UK Standard Delivery for orders over £12.99. Any orders under this amount will be charged at £0.99.

Deliveries are made between Monday - Friday. We will contact you via email or text message with the details you provided at checkout to notify you when your order is on the way. 

Type of Delivery

Estimated Delivery Time

Price

UK Standard (min order of £12.99)

2 - 3 Business Days

FREE

UK Standard

2 - 3 Business Days

£0.99


International Shipping 🌐

We do not provide International Shipping at this time. However, stay tuned in case we decide to expand in the future. 

How do I check the status of my order?

Once shipped, we'll send you an email to help you keep track and know exactly where your item is. Please allow 24 hours for the tracking information to become available.

I still haven’t received my order?

If you haven’t received your order after 5 working days of receiving your shipping confirmation email, please contact us at info@masqd.co.uk with your name & order number, and we will get it sorted for you.

What if I entered the wrong address?

Just email info@masqd.co.uk with your order number & new shipping address. We will get the package rerouted right away. 

Please note that if a package can't be delivered due to an error entering your shipping address, masqd is not responsible for any additional fees that may incur in order to reroute or reship the package.

Return Questions

Can I return an item?

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order minus the shipping costs for the return. 

Due to the nature of the product we can not accept used goods. 

What if my item is damaged?

We sincerely apologize if your item is damaged in any way, we will rectify it as soon as possible. Email us at info@masqd.co.uk with the following:

(1) Order number 

(2) Photo of the item’s condition.

We address these on a case-by-case basis and will get back to you as soon as possible in order to resolve any issue.

Can I exchange my item?

We sincerely apologize if your item is damaged in any way, we will rectify it as soon as possible. Email us at info@masqd.co.uk with the following:

(1) Order number 

(2) Photo of the item’s condition.

We address these on a case-by-case basis and will get back to you as soon as possible in order to resolve any issue.

Product FAQs

How to use?

Step 1: Wash your hands for at least 20 seconds before use. 

Step 2: Place the face mask over your mouth and nose.

Step 3: Wrap the elastic ear loops around your ears and adjust the size. 

Step 4: Secure the nose wire around your nose for a secure fit. 

How to wash? 

We suggest to wash frequently (3-5 times per week), either hand washed or 30° wash in the washing machine. 

How to dry?

Hang your face mask on the washing line in direct sunlight and wait for up to 1 hour. The quick dry material supports a quick turnaround time. Using the dryer is not necessary. 

What materials are used?

Our reusable face masks are composed of 100% microfibre polyester.

How many layers are used?

Our reusable face masks consist of 3 layers. The outer layer is water resistant, the inner layer is sweat wicking and the middle is an antibacterial filter. 

How to stop your glasses from fogging up? 

Our innovative Fog Free design feature redirects airflow away from the glasses area to stop your glasses from fogging when wearing a mask. Please follow the instructions below:

Step 1: Open the nose panel and secure the nose wire around the bridge of the nose

Step 2: Adjust the earloops to find a secure and comfortable fit.

Step 3: Place your glasses over the nose panel for best anti-fogging results.

Do they include a nose wire and adjustable ear loops?

Yes, all our face masks include a nose wire and adjustable ear loops for a secure and comfortable fit during use. 

Are they suitable for sports? 

They are purposely designed to be extremely lightweight and breathable making them suitable for moderate exercise. We do not recommend wearing a face mask during high performance exercise. 

How are the items packaged?

All our reusable face masks are packaged in biodegradable material in order to support our goal of reducing the amount of single use plastic. 

Sizing Questions

What sizes are available?

We have Small, Medium and Large sizes available in various designs. 

What are the sizing guidelines for Comfort Fit?

Medium: Suitable for most adults up to 80kg (12.6 Stone)

Large: Suitable for most adults above 80kg (12.6 Stone)

What are the sizing guidelines for Fog Free?

Small: Suitable for children and adults up to 60kg (9.4 Stone)

Medium: Suitable for adults up to 75kg (11.8 stone)

Is the sizing adjustable?

Our reusable face masks are all equipped with adjustable ear loops in order to adjust the sizing to find a comfortable fit. 

Something else?

Contact us via info@masqd.co.uk and we'll get back to you as soon as possible.