We answer messages and emails in the order they are received and we try to respond as promptly as possible. We aim to reply within 48 hours of receiving a message or email.

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order number so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but during busy periods processing times may go up to 3 business days following the day you placed your order.

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number once it has been dispatched. 

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will automatically refund you for those items.

We apologise that your shipment didn't arrive in perfect condition. Please contact us with your name and order number for further assistance.

If any of your items are missing or damaged please contact the customer care team immediately to resolve the issue. Use the contact us form or email us at care@demasqueskin.com

Once you place an order you should receive a confirmation email within 24 hours, and another email once your order has been dispatched with the tracking details.