FAQ'S
Your questions answered
How much does shipping cost?
Royal Mail 2nd Class orders up to £20
Masks - £2 (tracked)
Pouches - £2 (tracked)
Totes - £2 (tracked)
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Royal Mail 2nd Class orders over £20
Masks - £2 (tracked)
Pouches -£4 (tracked)
Totes - £4 (tracked)
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1st Class Signed orders up to £20
Masks - £3 (tracked)
Pouches - £3 (tracked)
Totes - £3 (tracked)
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1st Class Signed orders over £20
Masks - £3 (tracked)
Pouches - £5 (tracked)
Totes - £5 (tracked)
Sizing
We make all our masks to a standard size, the elastic we use is premium soft, with a flexible stretch. Our standard sizing that fits most adults is 7in on each side.
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Please feel free to ask any questions on sizing and if you are unsure you can send us measurements in the comment box when you place your order.
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Sustainability
We are committed as a brand to consider sustainability in our manufacturing processes. Our Limited Edition masks are made from up-cycled garments and we use zero waste methods when pattern cutting
Care
All our masks can be washed on a normal 30 degree wash. The masks can also be ironed if you wish to make your pleats pretty after washing.
Delivery
How do I select the right shipping for my order?
Our shipping Continued:
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All orders are sent 2nd class signed or above so we are able to track your order and ensure it arrives safely to your door.
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We do offer 1st Class signed shipping on all our products if you would like your order sooner rather than later. This option can be chosen at checkout.
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If you have any issues when selecting shipping options or select the wrong shipping when purchasing please let us know at theprettymaskco@gmail.com and we can help organise this for you.
How long will it take for my order to arrive?
Please note that all our masks and accessories are made to order, so we require up to a 2 week turnaround to process, manufacture and dispatch orders. We appreciate your patience as we make up your pretty order!
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Royal Mail 2nd Class Signed (tracked) can take up to 7-10 working days
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Royal Mail 1st Class Signed (tracked) can take 2-3 working days
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We also offer a collection service from EH7
Our Returns Policy
All you need to know
Mask Returns and Refunds
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We DO NOT accept returns or refunds of masks unless the product is faulty or damaged. Due to hygiene concerns we will only accept your mask unused and in the same condition your received it.
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Please refer to our Terms & Conditions bellow:
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Totes & Accessories Returns and Refunds
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We DO accept returns of all non-personalised products if you change your mind.
All our personalised totes and accessories are embroidered to order so if
your product has been been personalised including, name, font style or colour we are unable to accept returns unless the item is faulty or damaged.
Please refer to our terms and conditions below:
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Terms and Conditions
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If your product is faulty or damaged, you can send it back to us for a refund or item exchange within 14 days of receiving it. Please note, there is no reimbursement for return shipping.
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If you would like to return an item please contact: theprettymaskco@gmail.com and we will process a refund as quickly as we can, please remember that you will receive a refund of the product when it arrives back with us.
​To complete your return we require a proof of purchase. If an item is discounted we will deduct the discount from your return, if your damaged/faulty mask was part of a bundle deal then we can only offer a refund of the mask at deal price i.e. £5.
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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you when you refund will be processed within 5 working days and the money will automatically be returned to your original method of payment.
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You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non refundable.