Returns

We will happily offer an exchange or refund within 28 days of receiving and shipping your order provided that items are returned to us directly in perfect condition and must be unused.

All items must be returned to us in the original packaging and/or suitable shipping box for us to process an exchange or refund. Your return must include a completed returns form received in your order and all other original paperwork, so we are able to identify the return quickly and efficiently. PLEASE NOTE: shipping costs are non-refundable.

Domestic Returns

PLEASE ENSURE THE FOLLOWING GUIDELINES ARE OBSERVED:

  • Fill in your returns form (the form is included in your delivery) and enclose it with the item(s) you wish to return unopened with all original packaging and paperwork within 28 days of receiving your order. Please note, if the returns form is not included in your return, we are unable to process your refund. Please make sure any item(s) returned are securely packaged and properly protected when being returned. MIJ Masks accepts no liability for any items damaged during their return.
  • Please remove or cover all original labels from the parcel.
  • Please take your return to the Post office. We advise to use Royal Mail tracked service and obtain a tracking number for proof of postage from the Post Office (please note, MIJ Masks cannot accept liability for any items lost during their return, by using a tracked service this will be insured with your courier, but please check!).
  • Please note if the returns form is not included in your return, we are unable to process your refund.

International Returns

  • Fill in your returns form (the form is included in your delivery) and enclose it with the item(s) you wish to return unopened with all original packaging and paperwork within 28 days of receiving your order. Please note, if the returns form is not included in your return, we are unable to process your refund. Please make sure any item(s) returned are securely packaged and properly protected when being returned. MIJ Masks accepts no liability for any items damaged during their return.
  • Please remove or cover all original labels from the parcel.
  • We require you to send your parcel using a tracked and insured service to ensure this reaches us safely (please note, MIJ Masks cannot accept liability for any items lost during their return, by using a tracked service this should be insured with your courier, but please check!).
  • In the event that your order is faulty please get in touch with our customer service team who will help you further.

Processing Your Refund

We endeavour to process refunds within 10 working days of receipt of the returned goods. We will refund the credit or debit card of the person who originally placed and paid for the order. Refunds may take up to 14 days to appear in your account. Delivery costs are only refunded for faulty goods. International customs duties and sales taxes are non-refundable for shipments outside of the European Community where they apply.

Processing Your Exchange

Subject to stock availability we will endeavour to exchange eligible items that are returned to us within 28 days. In cases where we are unable to provide an exchange, we will first offer a refund. The new item will be delivered to you once we have received the returned item and it has undergone a quality control check. Return delivery costs are not refunded but the first replacement item will be sent out free of charge. 

Returning Faulty Items

Firstly, we are sorry that you may have received a faulty item please contact. Once we have confirmed the item is faulty, we can exchange it for a new item or we can process a full refund if requested. We will require you to return the item to us. Faulty items will only be accepted if the goods are delivered to a customer damaged within a period of 28 days after purchase. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.