Refund policy

We want you to love your mask. If it isn't right for you, you can return it within 14 days of delivery for a refund.

What can be returned

Masks and accessories must be unused, in the same condition you received them, and in their original packaging.
Custom and made-to-measure orders (including custom colours, sizes and designs) are made specifically for you, so they can't be returned unless they arrive faulty or damaged, or aren't what you ordered.

How to start a return

Email us at contact.thesnout@gmail.com with your order number and the item you'd like to return. We'll reply with the return address and instructions. Please don't send items back before we've confirmed your return, as we can't accept returns sent without one.

Return postage

Unless your item is faulty or we sent the wrong item, the cost of sending it back is your responsibility. We recommend using a tracked service, as we can't be responsible for returns that are lost on the way to us.

Faulty, damaged or wrong items

Please check your order when it arrives. If anything is faulty, damaged or not what you ordered, email us as soon as possible with your order number and a few photos, and we'll put it right.

Exchanges

If you'd like a different size or design, email us and we'll help you arrange it. The quickest way is usually to return the item you have and place a new order once your return is accepted.

Refunds

We'll email you once we've received and checked your return. If it's approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take a little longer to process it.