FREQUENTLY ASKED QUESTIONS
01 . Frequently Asked Questions
1.1. How can I contact your customer support?
Contact us by email - info@sustainablemasks.eu - or by phone at +351 256 201 100.
1.2. Do I have to register on your site to order a product?
Yes. Before placing an order, you will need to register with our database and accept our Privacy Policy as well as our Terms and Conditions. We even need registration information for billing purposes.When registering, you may also choose to receive promotional communications regarding our brand.
1.3. After registering, I have not received any confirmation emails. Because?
Please make sure you have entered your correct email address. If so, please verify that the confirmation email is not in the Spam folder of your email account.
If the problem persists, please contact our customer support.
If the problem persists, please contact our customer support.
1.4. How long do I have to wait until I receive my order?
The period from payment to delivery includes our production time of up to 10 business days, along with the transit time of the order (2-7 days for domestic shipments and 4-22 days for international shipments). To learn more about the status of your order, please contact our customer support.
1.5. How can I know which size to choose?
The sizes we offer are governed by the European scale. We present on our website a list of available sizes. If you still have any questions regarding the size you should choose, please contact our customer support.
1.6. The size I selected is registered for future purchases?
Yes, we keep information such as your size for your convenience. This information is stored and associated with your customer account.
1.7. Can I return a product?
Returning a product will depend on the type of customization applied:
- Custom products cannot be returned.
- In the case of a non-personalized product, you may request the return of the product and refund of its value within 14 days from the time of receipt. This and other information about return conditions and processes can be found in our returns policy.
- Custom products cannot be returned.
- In the case of a non-personalized product, you may request the return of the product and refund of its value within 14 days from the time of receipt. This and other information about return conditions and processes can be found in our returns policy.
1.8. How can I be notified about new products, services and other news from your brand?
Stay on top of news by subscribing to our mailing list and / or becoming our follower on Facebook and Instagram.
1.9. Is it safe to use my credit / debit card on your website?
Yes. We give utmost importance to the security of personal information from users of our site. Security and encryption technologies are used in all transactions to protect you online from any unauthorized access.
1.10. To what countries can you send your products?
We can ship our products to any country in the world. Note that shipping costs may vary according to the destination country.
1.11. Do I have to pay any fees or taxes?
Orders placed to countries outside the European Union may be subject to import duties / taxes, the value of which varies by country of destination, and will be taken by the customer (the importer). In addition, withholding the order at the customs of the destination country may lead to a delay in delivery of the order, for which we have no responsibility. We recommend that you contact the customs authority of the country of destination of the order for more information.