Returns & Exchanges

To return your item you need to follow the procedure below:

  1. Go to My account
  2. Go to My orders
  3. Find the order the product is in that you want to return and click Show all order information.
  4. Find the product you wish to return, and click return.
  5. Select the reason why you want to return the product.
  6. Leave a message for our customer service team (the more information you provide, the quicker we can process your return).

Alternatively, you can also use our withdrawal form below:

PWA_Download-Order.svgWithdrawal form

You’ll receive a message from our customer service as soon as possible with your return options.

How quick will my order be refunded after I return or cancel it?

It takes between 2 to 5 business days. This depends on the payment method you paid with.

What are the return conditions?

• The cooling off period for maskshop products is 30 days. The return period starts on the day you receive the item. Multiple items in one order? Then you’re in luck. The cooling off period only takes effect once you have received all your products.

• If the product is damaged or incomplete, please let us know.

• If you’re not happy with your purchase (including clearance and sale articles), you can return the product(s) if they are complete and in their original packaging and state.

I have returned more items than it says in my email

When you return more than one item, it’s possible that you’ll receive a separate return email for each product you return.

Will I receive a full refund including transport costs?

To receive your full refund, it’s important to return your product in its original state. You can check out the product, but not actually use it to try it out (e.g. it’s not possible cook with a pan and then return it).

The return is FREE of charge if you use our returns procedure and our specific courier. If you choose to return the item through another courier, we can’t refund the transport costs.