the fine print

Order and Delivery FAQs

Find the answers to all your questions about your order and delivery, including solutions for your order or delivery issues.

F.A.Q.

Order FAQs

Don’t see your questions listed here?

How do I place an order?
To place an order please follow these steps:

  • Add your desired items to the basket.
  • Click on ‘Cart’ at the top right of the screen.
  • Proceed to checkout
  • Select a delivery method and fill out all necessary information.
  • Place order, you will then receive a confirmation order from us stating the details of your order. You will also have an option to create an account with us upon order completion.

If you are experiencing any difficulties placing your order, please contact our Customer Service, who will be delighted to help.

Where is your company located?
Our company is located in London, United Kingdom where we hold our inventory and dispatch/ship from.
Which currency will I be charged in?
We process all orders in GBP as we’re an UK-based company. While the content of the cart is displayed in several currencies, you will checkout in GBP. Your local currencies are displayed at the applicable currency exchange rate for reference.
How can I pay?
We accept all major credit cards (such as Visa, Mastercard, Discover, Amex) securely via Stripe, and also Paypal.
Is checking-out on this site safe and secure?
Absolutely. All transactions made on our website are totally secure because all the details that you send to us are encrypted and sent across a secure connection (we don’t allow transactions to take place that aren’t secure!).
The encryption technique we use is certified by Let’s Encrypt Authority X3, one of the largest and most well respected certification authorities. Let’s Encrypt Authority X3 certificates are trusted by all popular browsers, operating systems and mobile devices. We have an Extended Certificate which means that the certificate also confirms who the site is run by as well as the security.

Depending on which browser you are using, you may see different security features such as a padlock symbol or the address bar turning green. However, regardless of whether you’re using Internet Explorer, Firefox or any other browser, you can be confident that our site is safe and secure.

We don’t store any credit/debit card data at MaskSave® – it is all kept with our secure payment provider for your peace of mind. All payment information is encrypted and is handled by two major payment processors Stripe and PayPal.

Will I receive some forms of confirmation when I place my order?

Yes, all customers will receive an order number and an order confirmation email after placing their orders. Please check your spam box, or contact us if you don’t receive one within 24 hours.

Will you let me know the status of my order?

We always try to keep you updated on the status of your order so we will send you an email, confirming your order has been received, dispatched or returned, or if we need to update you on any items in your order at all.

Can I change my order details after completing my order?

Once you have completed your order, the order is often instantly processed by us; therefore, it is quite difficult to amend any order details. Please ensure all the order details are correct prior to placing an order. The status of your order is displayed on the “My Orders” tab of your account. Usually, we will not be able to change any details of the order once it’s been placed. However, if you believe with reasonable doubts that the amendment is minor, please contact our Customer Service team, who will try their best to assist you if they are able to so at that time.

Who can I contact if I have a problem with my order?

All inquiries can be forwarded to our Customer Service team, please visit our Support and Contact page.

I AM UNHAPPY WITH MY ORDER, CAN I REQUEST A REFUND?

We want to ensure you are happy with every purchase. We offer refunds on items that are not satisfactory to use by conventional standard or within reasonable doubt, for example, if it arrives in a defective state. Please get in touch with our Customer Service team with all of supporting evidence to be eligible for a refund. Each case is dealt with by our staff personally. We will communicate with you promptly to the next steps for a full refund. You can see more at our Refund page.

F.A.Q.

Delivery FAQs

Don’t see your questions listed here?

Where do you ship to?

You can place an order from any country. We ship worldwide. We offer free expedited shipping in the UK. For Europe and International shipping, additional shipping charges may apply.

Where do you ship from?

We ship from the UK, where our company and inventories are based. If you experience any issues with delivery, you can raise a Customer Service ticket within your account or go to our Contact page to reach our Customer Service, who will be delighted to help.

How long will it take for my items to arrive?

We typically have up to 1 day of processing to fully verify and fulfil your order. Following this, your package will be shipped to you. For the UK, we are committed to all shipments arriving within 3 days from dispatch. For Europe and International delivery, shipping times may vary.

Is shipping really free?

Yes, shipping is Free on UK order unless otherwise indicated.

How long will it take to receive a tracking number?

You will usually receive a tracking number for your item when we dispatch your order. You can view information about your Shipment Status by inputting your Tracking Number via the tracking tool of the relevant couriers.

How can I track my order?

We will regularly keep you posted by email you to confirm when each parts of your order has been dispatched. You can track the progress of each item through the My Account page.

Can I change the delivery address on the order I have just placed?

Once you have completed your order, the order is often instantly processed by us; therefore, it is quite difficult to amend any order details. Please ensure all the order details are correct prior to placing an order. The status of your order is displayed on the “My Orders” tab of your account. Usually, we will not be able to change any details of the order once it’s been placed. However, if you believe with reasonable doubts that the amendment is minor, please contact our Customer Service team, who will try their best to assist you if they are able to so at that time.

Can I have my parcel delivered to a different address to my billing address?

Yes of course you can. You can do this by adding a delivery address when placing the order on our website on the check-out page.

Will I (the customer) have to pay customs?

For most countries in Europe, you will not have to pay customs. Nonetheless, the actual custom practice may depend on where are you located and if you order more than 1 item. We want to be helpful in this aspect in any way we can, so just speak to us!

What do I do if my parcel doesn’t arrive?

We are pleased to say nearly all our parcels arrive safely and on time. You can track the progress of your individual items on your Account page . However, in the rare occasions where this isn’t the case, please don’t worry, simply contact our Customer Services team who would be delighted to help.

Will my parcel fit through my letterbox?

We want to make sure all your items reach you in perfect condition, so when we pack them we take care not to squash them. We always use the smallest box possible to make sure as many parcels as possible fit through letterboxes. If your parcel doesn’t fit through your letterbox and no one is at home to receive the parcel, it may need to be collected from your local post office or follow the courier instructions. Please follow their instructions which will tell you where and when you can collect the parcel.

Who can I contact if I have a problem with my order?

All inquiries can be forwarded to our Customer Service team, please visit our  Support and Contact page.

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