Every mask is printed for you after you order it, so we can't restock or resell one that simply wasn't to your taste — we don't accept change-of-mind returns. But if we got it wrong, that's on us: you have 30 days from delivery to tell us, and we'll replace it or refund it, free.
Email support@cartelmasks.com within 30 days of delivery with:
We'll send a replacement or refund you in full — your choice. You won't be asked to post the faulty one back, and you won't pay for the replacement's shipping.
Because each mask is made to order, we don't accept returns or exchanges simply because you changed your mind, or because you ordered the wrong design. Please have a good look at the product photos before you buy. Every mask is one size — 7.25″ × 4.63″ — so there's no size to get wrong.
Email us as fast as you can. If the mask hasn't gone into production yet, we'll cancel it and refund you in full. Once it's printed, we can't — it's yours, and it exists because you asked for it.
We ship to the address you give us at checkout, exactly as you type it. If it's wrong and the parcel comes back to us, we'll email you to arrange a re-send — you'll only pay the postage a second time. If we don't hear back within 30 days of that email, the order is closed and no refund is due.
See Shipping & Delivery for delivery times, tracking, and what happens when a parcel goes missing.
Refunds go back to the card you paid with, through Stripe. Once we send it, expect it to land within 5–10 business days — that part is your bank's timetable, not ours.
We reserve the right to cancel and refund any order our payment provider flags as potentially fraudulent, and to refuse service to anyone.
A real person reads support@cartelmasks.com. If something's gone sideways, tell us — we'd much rather fix it than have you stuck with a mask you can't wear.