FAQs

Frequently Asked Questions

Account

You are not obliged to register before placing an order. In other words, you can check out with a customer account or as a guest.

Click “Sign in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.

Click the “Reset your password” at the Log in page, fill in your email then we’ll send a new password to your email.

You can change your password after you sign in your account.

You can click “Unsubscribe” at the bottom of every received newsletter email.

Ordering & Payment

Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order unless you ask for the customer’s service for help.

For our popular item, it might go out of stock quickly. We will try our best to ensure the items displaying on our site will be available to our customers.

If one item is out of stock, the customer’s service will get in touch with you timely, therefore customers are advised to leave an accessible email or cellphone number.

The confirmed out-of-stock items will be refunded in 7 days.

Sorry that we don’t provide custom-made service at this time.

We can only change that information for you if the order is not shipped out. Therefore, please be more careful to place the order. If there are changes, contact us via sellmasks007@outlook.com

You can use Credit Cards, Debit Cards, or any other payment methods that PayPal supports to complete your order on our website. If you failed to complete the purchase with one payment method, please try another. Here is the tutorial of payment.

We do not process any of your payment information. All payment related matters are handled by PayPal.

Please be noted if there is a discount for your order, we will refund you the amount with the discount, which means we will refund what you actually pay for each item.

Shipping & Delivery

Now we provide worldwide free shipping to all the customers.

We are only able to deliver to one address per order. We suggest that you place a separate order for each destination if you would like to send your purchases to multiple addresses.

It depends on weight and distance. And you can see the exact fees when choosing the shipping method. Learn more details click here.

For most of the countries, our customers do not need to pay for importing fees, duties or VAT (Valued Additional Tax). However, for some European countries, our customers may need to pay the duties or VAT according to your countries’ levying rules.

DHL requires the signature of the receiver, while UPS usually drops the package at your yard/front door/porch when you are not home to receive the package.

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)

Our normal delivery time is 1-3 business days of processing the orders and plus 30-45 business days of standard free shipping (7 to 15 for DHL express shipping).

Return & Exchange

Online shopping made can be returned or exchanged within 30 days from the delivered date.

  • Items can be returned or exchanged within 30 days from the delivered date.
  • Items received should be unused, undamaged and in original package with original labels.
  • Return shipping fee is paid by the buyer.
  • Final sale products, swimwear, lingerie, accessories are not eligible for return or exchange.

Step 1: Please email our customer service representatives at sellmasks007@outlook.com to request the exchange/return.

Step 2: After receiving your email with an exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return.

Step 3: You will receive a refund within one week or have an exchange order processed after we receive your package. We’ll email you once processing your refund or exchange. FYI: It will take a longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is a credit card.

If you have any further questions, feel free to email us at sellmasks007@outlook.com.

We will process the refund within a week after receiving your return package.

FYI: It will take a longer time (maybe 1 to 2 weeks depending on which CC company is) to process the refund for the bank if your original payment method is a credit card.

Please send an email to sellmasks007@outlook.com with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem

Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.

Once all the packages have been delivered but you are still missing items, please contact our customer service representatives at Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.

Usually, you can use any shipping carriers to ship the parcels back to us. You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us.