Mask Marie

Return Policy

At Mask Marie, your satisfaction is our priority. If something isn't right with your order, we're here to help.

Return Window

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • Products must be unopened, unused, and in their original packaging and condition.
  • For hygiene and safety reasons, we cannot accept returns on any opened or used skincare products.

If you have any questions about whether your item qualifies for a return, please feel free to contact us at info@maskmarie.com.

How to Start a Return

To begin your return, please contact us at info@maskmarie.com. Our team will provide you with the return shipping address and further instructions.

  • Important: Items sent back without first requesting a return cannot be accepted.

If your return is approved, we'll provide detailed instructions on how and where to send your package. Please note that return shipping costs are the customer's responsibility.

Incorrect Shipping Information

Mask Marie is not responsible for packages lost, delayed, or undeliverable due to incorrect or incomplete shipping information provided by the customer at the time of purchase. This includes, but is not limited to, wrong addresses, missing apartment or unit numbers, or incorrect zip/postal codes.

If a package is returned to us due to an address error, we will contact you to arrange reshipment. Additional shipping fees may apply. If a package is lost in transit due to incorrect information provided by the customer, we are unable to offer a refund or replacement.

Please double-check your shipping details carefully before completing your order. If you notice an error immediately after placing your order, contact us right away at info@maskmarie.com and we will do our best to update your information before the order ships.

Lost or Missing Packages

If you believe your package has been lost or never arrived, please take the following steps:

  1. Check your tracking information — Verify the latest status using the tracking number provided in your shipping confirmation email.
  2. Check with neighbors and building management — Packages are sometimes left with a neighbor or in a secure location.
  3. Wait 2–3 business days — Carriers occasionally mark packages as delivered before they arrive.
  4. Contact us — If your package still hasn't arrived after 3 business days from the marked delivery date, reach out to us at info@maskmarie.com and we'll open an investigation with the carrier.

Please note:

  • Claims for lost packages must be submitted within 30 days of the estimated delivery date.
  • We are not responsible for packages marked as delivered by the carrier to the correct address. In such cases, we recommend filing a claim with the carrier directly.
  • If an investigation confirms the package was lost in transit, we will offer a replacement or store credit at our discretion.

Damages and Issues

Please inspect your order as soon as you receive it. If your item arrives defective, damaged, or if you received the wrong product, please contact us within 48 hours of delivery so we can make it right.

To process your claim, please email us at info@maskmarie.com with:

  • Your order number
  • A description of the issue
  • Clear photos of the damaged item and packaging

Once we review your claim, we will offer one of the following resolutions at our discretion:

  • A replacement of the same item (subject to availability)
  • A full refund to your original payment method
  • Store credit for the value of the affected item

Please note that damage claims submitted more than 48 hours after delivery may not be eligible for a replacement or refund.

Exchanges

The quickest way to get the item you want is to return the item you have and place a new order once your return is accepted.

Refunds

Once we receive and inspect your return, we'll let you know if your refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please remember it may take additional time for your bank or credit card company to process and post the refund to your account.

If it's been more than 15 business days since your refund was approved and you haven't received it, please contact us at info@maskmarie.com.

Thank you for shopping with Mask Marie! We're here to make sure you have a wonderful experience.