Refund policy
We want every MASKD piece to arrive exactly as it should. Because each piece is made to order, we replace a piece in two situations only:
- Your piece arrives broken or damaged.
- The size is wrong - the piece does not fit the way the size you ordered should.
To request a replacement, you must:
- Contact us within 3 days of delivery. This is a strict maximum - after this window we cannot help, whatever the reason.
- Send clear photos. For a broken piece, photos of the damage. For a size problem, a photo of the piece worn, showing how it sits.
- Submit your request through our Return & exchange request page, which tells you where to send the photos.
We do not offer a refund or replacement for any other reason - including change of mind, a different print or colour preference, or wear after use.
Because we deliver cash on delivery, check your piece at the door before you pay. If it is not what you ordered, or it arrived damaged, hand it back to the courier and contact us.