SHIPPING & RETURNS
MaskPlatform is committed to deliver the product in perfect condition at the address indicated by the user in the checkout page.
We ship to the United States, European Union, Asia, UK, Australia and New Zealand.
For security reasons, MaskPlatform will not send any order to post office boxes or military bases, nor will it accept any order when it is not possible to identify the recipient of the order and its address.
The cost and delivery times will depend on the shipping service and the delivery address. Delivery times and shipping costs will be calculated at checkout.
Return & Exchange Policy
At MaskPlatform, we want you to be happy with your product.
If a product is faulty in any way, we would be happy to organise a replacement/refund for you. Please send an email to our Customer Services team with:
· The date of your purchase
· Order number
· What you would like to return
· Why you want to return it
· Photo(s) highlighting the fault/damage
Once we have received this email we will organise a replacement /refund for you if the order meets our user agreement/return policy. If the fault cannot be verified, you may be required to return the item to us for inspection. Please do not send a product directly back to us without contacting our Customer Service team, as we may be able to resolve it. Note: MaskPlatform does not cover return shipping.
As per EU law, the goods cannot be returned because they were made according to your specifications or were personalised by you. We may, at our discretion, look into other solutions.
We want to deliver the best service to our customers and we put in a lot of efforts to produce the best product. If this hasn’t happened and /or you are not satisfied, please contact our Customer Services team and we will do our best to correct it and improve.
Unfortunately, we cannot accept return of non-faulty products as the product was custom made and was manufactured specifically to order.