We’re always here to help you out, so we’ve put together some of the most frequently asked questions to help you out.
How can I pay?
We accept Visa, Mastercard and PayPal on MagneticFaceMask.com.
When is customer services open?
From Monday – Friday, 9:00am to 6.00pm and Saturdays. We’re closed on Sundays, Bank Holidays and national holidays
Will I have to pay customs and/or import charges?
Unfortunately, we have no control over these charges, and can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. A good idea is to contact your local customs office for current charges before you order, so you are not surprised by charges you weren’t expecting. You will be responsible for providing any information required by customs to ensure the goods are cleared. Please note that we are unable to refund any duty paid on items returned to us that are faulty or unsuitable.
How secure is your online payment process?
Our payment process is super secure. We don’t store your card details, we check to make sure the cardholder address matches the card you are using and work with Mastercard Secure Code or Verified by Visa for further personalised security checks.
How long can I keep my order before returning it?
Your return must arrive within 28 days of placing the order. If we receive your return after this date then we reserve the right not to refund you.
I have been refunded the wrong amount
We’re sorry that you’ve been refunded the wrong amount. Contact us by e-mail with your order number and details and we will be happy to look into this as quickly as possible.
Received a wrong or faulty item?
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it’s super easy Click here to read our Returns Policy..
When will I receive my refund?
Depending on how fast your postman is, it can take up to 10 days for your returned parcel to reach us. Once we have received your parcel we will refund your order as quickly as we can. Payment will be refunded within 30 days, most cases this will be sooner.
How do I return an item?
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it’s super easy Click here to read our Return Policy..
How much import duty and tax will I have to pay?
If your order is being delivered outside the European Union you will be responsible for any additional fees or import duty. You will also be responsible for providing any additional information requested by customs. Unfortunately we can’t refund any duty that is paid on items that are faulty or unsuitable.
How can I track my order?
We’ll send you an email with all the information you need to track your order, so keep a look out for it!
Can you deliver to a different address than my billing address?
Yes, but remember your billing address must match the address that your payment card is registered to.
Can I change my order?
As soon as you place your order we’ll start getting it ready. Because we’re so speedy at getting it to you, we can’t cancel it once it’s been ordered. For information on returning your order, click here.
My parcel is missing – what do I do?
If you have yet to receive your parcel, we’re sorry. Check with your neighbours first to see if they’ve signed for your parcel. For any orders that are delivered to a neighbour a calling card will be put through your door to advise you of the property name or number it has been delivered to. If you’re still not able to locate your parcel, don’t worry, contact us by e-mail and we’ll help you….
Which countries do you deliver to?
Lots! You can find a full list of the countries we deliver to, including costs, by clicking here…
Will I get an order confirmation?
Once you’ve placed your order we’ll send you a confirmation email containing all the details of your order.
I haven’t received an email confirmation for my order.
Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder, have a look to see if we’re hiding in there and add us to your safe senders list to stop this from happening again.
Do I need to create an online account to place my order?
We’ve made it super easy to place an order at MagneticFaceMask.com, you don’t have to create an account, that’s it simple as that!
What happens if the product I’ve ordered isn’t in stock?
Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available – sometimes it can make a mistake, it’s only sometimes and we’ll work hard to make sure that it doesn’t happen again. If this has happened with your order, we’re sorry, we will contact you by email to let you know your options and find out what you would like to do.
Can I change my order?
Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund. Check out our full returns policy here.