1.What should I do if my product arrives damaged or defective, or isn’t what I ordered?
If you have received products that you did not order or a damaged/ defective product We would recommend you to EMAIL us and let the representative know the details of your package.
Our Customer Service team would also require you to provide visual evidence (e.g photo, video) of the products in order to expedite the process.
- How do I return my Order?
Return via Postal Service.
You can return your online order within 45 days of receiving your order. Please kindly follow the following steps:
- Contact our Customer Service team by EMAIL at firstname.lastname@example.org
2. Provide our Customer Service team your order details and reason for returns.
3. Print out your return form(s) that will be provided by our Customer Service team via email.
4. Insert your return form into the return parcel, then seal the parcel.
5. Proceed to the nearest post office or carrier that offers tracking service to post back your returns.
6. Take note of the tracking number stated on the shipping label provided by the postal service. Inform us of the return tracking number by email
7. Vi-Mask reserves the right to withhold any refunds if your original item has not reached our warehouse.
- What are the conditions for returning my product(s)?
You can return your order within 30 days of receiving it. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.
General Return Conditions
In order for a return to be accepted, it must meet the following conditions:
The product must be unused and unworn.
The product must be in its original state and original packaging plus receipt attached
Apparel must have the original packaging
- When will I get my refund?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to 3 weeks, though generally less.
Once the return has been approved, it takes 1-2 days for the refund to be made by VI-MASK online store to your payment services provider (for example your credit card supplier). Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider.
For further information and especially if you do not receive your refund within 21 business days, please feel free to Email our online shop customer service team and let the advisor know the details of your order and about your open question.
- Why do I have to wait for VI-MASK to receive my returned product(s) before I can get a refund?
Before we can start processing your refund, we need to make sure that your returned products meet our return’s condition
As long as your product(s) meet the above criteria, we can reimburse your purchase price. If your returned product(s) don’t meet the criteria above,
we cannot accept the items and unfortunately won’t be able to give you a refund.
- Can I exchange my product(s)?
We are unable to exchange the products you ordered online and had delivered to your preferred delivery address. However, you can return unwanted products for a refund and then place a new order.
If you choose to pick it up at a Vending Machine, you are also can return the product via postal Service.
Then, placing a new order before receiving your refund ensures that you will get your new item quickly, while the item is still in stock.
- Will you refund my shipping / delivery costs if I return my order?
We will refund full purchase price of the relevant product(s) returned to us excluding shipping charges (if any).
We may refund shipping costs only for some return cases, example – VI-MASK delivery wrong item, item damage due to production process.
- What do I do if my question isn’t covered here?
If you cannot find the answer to your question here, we recommend you to contact us via Email:
- Mon – Friday (excluding Public Holidays): 8.30am to 6pm
- We will reply within 48hour
- Our advisors will be happy to assist you.