Welcome to Ms Shape's new PPE brand, performance fibres and textile solutions dedicated to all things antiviral & antimicrobial

FAQ

The following are some FAQs posed by customers, and some points we took the liberty of including, in order to provide information to ensure you have as much information as possible to make an informed purchase decision. 

Courier is showing delivered, but I have not received the package;

Please firstly check around the outside of the house in case it was left somewhere, please ask family or neighbors in case anyone has taken it in. Please do check your mailbox, a single pack of five is not a large package and it will fit neatly into a mailbox. Please give it another couple of days from when it says delivered – as occasionally USPS have said delivered a day or so before it has been (a little cheeky, we know!!). If all of that fails and you still don’t have package, please contact us and we will open a theft from mail fraud claim and we will send you a replacement item by Priority Mail. USPS may then contact you for details for their investigation

Do you have products in stock and how long do you take to process orders?

We have a warehouse full of masks, if it is showing in stock on the site and allows you to check out, then we have it. We are typically taking about a day to process orders, quite often its same day, occasionally its just over a day if there has been a big influx on that day. Please note for security purposes we no longer give the warehouse location, and the label indicates our returns QC check address, where no masks are stored, however currently all shipping does take place from California.

I want to return, or I have a QC issue

Please note we have stated clearly on the site we do not take mask returns for health and hygiene reasons. We could not re-sell any returned masks, even if customer states package was not opened, and they would have to be destroyed. We have been very careful to both visually and in text depict the masks as they are, so there is nothing which could be misleading about the mask at the point of sale.

Our masks have the primary function to protect, and anything else such as being a design or color has been a secondary consideration, and whilst people may like the designer cloth or homemade masks with fun patterns, they are similar to having a scarf around your face; ours have 3 fundamental protective features – Anti-microbial silver ion infused fiber, organic and certified safe for humans enhanced antimicrobial or antiviral treatment, enhanced and certified safe for humans water repellency treatment, all good for at least 20 – 25 washes; so the choice, protection or fashion?

Having said that, we do not wish unhappy customers, so if you feel strongly about your purchase, or there is some QC issue, then please contact us with details for a return/replacement and or refund. Thank you.

I paid expedited shipping and the parcel took so much longer:

We are sorry, your payment goes to the courier; we do everything we can to try and make it right, however please do understand, once the parcel leaves our hands, there is very little we can do. 

I want to buy bulk, do you do discounts and do you have stock available for large volumes?

Yes, we are having increasing enquiries from employers and organizations wishing to protect their staff or members.  In short, we can supply any quantity in either a single, 2pack or 5 pack denomination, and lead time is usually a few days only from receipt of purchase order or payment by BACS. Please contact us to discuss further.

I love your product and want to say thanks!

Thank you!!! It will make our day –  masks have become a whole new emotional roller coaster for our business!! Having your lovely comments keeps us going, so we ask can you please put your thanks, or other comments online, in the product review? For mask the link is about ¾ of the page down, titled: ‘write a review’

What if I have an urgent question, can I call and speak to someone to discuss?
Yes, you can call +1 805 294 2986 between the hours of 8.00 am and 5.00 pm Pacific Coast Standard time, (Mon - Fri).

Do you ship overseas?
Yes, our products are shipped worldwide using global and national courier services. We work hard to buy the best discounted courier rates, and all savings are passed on the you. 

Do you accept all major cards?
Yes, we accept all major credit cards from around the world, including Diners Club and American Express. We also take PayPal and Amazon Pay, so your checkout experience can be simple and familiar, with the comfort of the backing provided by PayPal or Amazon to all their members. 

What do I do if once I have placed my order I want to change it?
Unfortunately during Covid-19 we are unable to change orders as the volume of communication means most likely we will not see your request before the order is shipped.

If the change is really urgent then you can phone us at +1 (805) 294 2986 in the US, but please be prepared for busy lines - we do not operate the voicemail system.

If the order has already left our warehouse, you can order anything new you previously did not order, and return any unwanted items when your order arrives, we take back any unworn goods within 30 days of order date. The returns policy excludes masks, for health and hygiene concerns.

Can I track and trace my parcel?
Yes, please use the tracking number provided against your order. We work with the main couriers, and in majority of cases they are able to provide full online tracking, and generally if you copy and paste the tracking number into google search, it will automatically detect the courier and provide tracking information.

What do I do if my order does not arrive?
Please contact us and we will look into this for you.

What do I do if the order is wrong, damaged or incomplete when I receive it?
Please contact us and we will put this right to your satisfaction. We pride ourselves on our customer service and we will do all we can to resolve all issues.   

What do I do if I order multiple items and want to keep some but not all?
That's fine, simply keep what you want and return the other items, we will refund you accordingly.