FAQs

Can I exchange/refund?

There are strictly NO refunds or exchanges allowed due to hygienic reasons. All sales are final.

 

What if the item received is damaged?

 If you find that it is damaged, please contact us within 5 days of receiving the item with the following information via our help centre (help@maskela.com):

• Order number
• Product that is damaged
• Pictures of damaged item

 

Will I receive a mask similar to the picture/review?

We try to make our photos and videos look as similar to the mask as it is in real life. However, do take into consideration the lighting and your device’s screen as it may have a slight difference in colour.

Any patterned masks will NOT be 100% exactly as pictured due to the nature of the fabric. All prints are cut and sewn differently, giving you a one-of-a-kind mask unique to you!

Please note we cannot entertain requests of wanting a similar or specific design. We will also not be able to provide more photos.

 

How do I wash my mask?

It is advised to gently hand-wash your mask with warm water and soap, then lie flat or hang dry. For suitable fabrics, you may iron out any wrinkles with low heat.

For our cotton masks, we recommend you to pre-soak with cold water to prevent the colour from bleeding.

If nose wires look out of shape even if you have tried moulding, apply low heat and re-mould it again.

 

Must I buy the filters?

This depends on personal preference. Most of our masks are 3-ply and already include a built-in filtration layer, however it is advised to insert filters for maximum protection. As our filters are disposable filters, we recommend changing it after 7 days of daily use for maximum efficiency.

 

What are your shipping methods and how long do they take?

We process orders immediately and ship them within 1-3 business days to get them to you as soon as possible! However, due to COVID-19, some 3rd-party logistics delays may occur which are out of our control.

Country	Estimated Delivery Time
Singapore	1-3 working days
Hong Kong	5-7 working days
United States	3-5 working days
Other**	10-14 working days

 

Why has my order been marked as delivered but I have yet to receive?

Due to COVID-19, many couriers are experiencing delivery delays.

The following situations can occur:

• Someone who knows you may have accepted the package on your behalf
• The courier left the package somewhere discreet to prevent it from being stolen
• The courier marked it as delivered a few days in advance

 If you have checked with your peers about the aforementioned situations yet still cannot find your package, please double check your shipping address on your order confirmation to ensure that the order has been shipped to the correct address.

If it is still missing after 3 working days from the expected delivery times, do contact Customer Service at help@maskela.com.