FAQ's– facemask.eu
FREE SHIPPING in 1/3 days for orders over € 69


How do I place an Order?

  • 1. Once you have browsed and decided on the item(s) you wish to purchase, place them in the shopping cart and clicking on Add to cart. Click the shopping cart at the top right of your screen to continue your purchase.

  • 2. In your cart you will find an overview of all the items you have added. Check your choice of colour and quantity. Bear in mind that only after completing your order the items are effectively reserved for you.
    If you're happy with your selection, click on proceed to checkout to proceed to payment, and complete your order.

  • 3. In checkout, select a delivery address and your preferred payment method (credit card, Paypal, bank deposit or Amazon Pay) and fill out the details where needed. On the next step you will be given the chance to check your order details and add any vouchers before confirming. If you are paying by PayPal you will now be redirected to the PayPal website to complete the process.

  • 4. Once your order has been completed you will see the confirmation on the screen and you will receive a confirmation email with your order number shortly after. To stay informed about the status of your order visit Your orders in your customer account.

  • We will also notify you by email as soon as your delivery leaves our warehouse. This email will also provide you with your tracking number.

When will I receive my order?

Your order will arrive within 1-3 days (Monday-Friday) after it's been placed.

You can find a personalized delivery estimate in the shipping confirmation sent to your email address. Please allow up to this date for your order to arrive.
A tracking link is provided in your shipping confirmation email and becomes active within 24 hours.
You can also track your order in the Your Orders section of your account, once the order has been shipped.

Unfortunately our customer care team don't have the possibility to speed up the delivery or give you more information than already provided via the tracking link.

Please note: Delivery times may vary. You will see your projected delivery time during the checkout or in your order confirmation.

What Payment Methods Are Accepted?

We currently offer four payment methods:

• Credit card
• Paypal
• Bank deposit
• Amazon Pay

Why is my preferred payment method not available?

We’re sorry if your favourite payment method isn’t possible for your order. There could be one or even a couple of reasons why your preferred payment method isn’t available for your order:

• Delivery address and billing address do not match. 

• We also take into account the costs of each payment method. In some cases, a certain payment method may involve higher costs, return rates, or risks for us. The adaptation of payment methods helps to reduce returns rates, which is more sustainable and more economical.

• Like other platforms and shops, we use independent credit bureaus to help us assess your credit rating. In some cases, their data may prevent you from having the option to pay with your preferred payment method (for some orders).

Please note that our Customer Care team has no way of changing the payment methods offered to you at checkout. To keep your data private, we are also unable to find out exactly why a payment method is not being offered.

If your favourite payment method is unavailable, we’re sorry in advance. You will still be able to use all of our other services and can select one of our other payment methods, which are all free. We reserve the right to decline a payment method for some orders.

How do I return my order?

If you’re looking to return or exchange your order for whatever reason, we're here to help!
We offer free returns or exchanges within 14 days of purchase. You can return your product for a refund to the original payment method.
Please visit our Returns & Refunds page for more info.

What delivery options are available?

We deliver within EU only.
For orders of € 69.00 or above there is no shipping charge.
Orders of less than € 69.00 shall incur a standard shipping charge depending on the different EU-ZONE ranging between € 6.50 and € 12.50.

What are you looking for?

Your cart