FAQ

01 — The mask

Does it fit under a helmet and goggles?

That's what it's made for. The fabric is thin and stretchy, and the single eye opening is covered by your goggles. Under a helmet it sits like a regular balaclava.

Is it warm?

A little. The mask is thin and unlined. It keeps the wind off your face but won't replace a thick fleece balaclava. On very cold days, add a neck warmer.

Can I breathe easily? Will my goggles fog up?

The fabric is thin and breathable. As with any balaclava, goggles can fog when warm breath rises. Tip: smooth the fabric so it doesn't get caught under the foam of your goggles, and don't push your goggles up onto your forehead.

What size do I need?

One size, stretchy: it fits most heads.

Is there a kids' version?

No. The mask is adult-sized and not meant for small children.

Can I wash it? Does the print last?

Yes. Hand wash or delicate cycle at 30 °C, inside out, no tumble dryer. The print is sublimated: the colour sits inside the fibre and won't flake off.

Why do Grandpa Ruedi and Granny Trudi have a cigarette?

It's part of the print: not real, and it doesn't come off. If you'd rather ride smoke-free, pick Uncle Sepp.

02 — Orders and delivery

How long does delivery take?

We ship your order within 24 hours (Mon–Fri), with tracking. All in, it reaches you 8–13 days after you order. The parcel leaves straight from our production partner's warehouse in China, which is a bit further than the next village, so we'd rather tell you up front. Details under Shipping.

How much is shipping?

Nothing. Shipping is always free, with no minimum order.

Will I pay customs or VAT on delivery?

For one to three masks, usually not. Import VAT is only charged when it exceeds CHF 5, which happens from a goods value of about CHF 62. With four or more masks, import VAT and a carrier fee may therefore apply. These costs are borne by you.

How do I track my order?

With the link in your shipping email. More under Track your order.

Do all masks arrive in one parcel?

Not always. With several masks, they may travel in separate parcels, each with its own tracking number.

How can I pay?

At checkout, by card (Visa, Mastercard) or TWINT. We never see your card details.

How does the Squad Pack discount work?

Automatically, no code needed: 10% off two masks, 20% off three, 25% off four or more. Mix the faces as you like. With four of you, you pay for three and one rides free.

03 — Returns

Can I return a mask?

Yes, within 14 days of receipt, if it's unworn and in its original packaging. Swiss law doesn't require this; we offer it voluntarily. How it works: Returns & exchanges.

Sale items cannot be returned or exchanged and are not refunded. A sale item is one expressly marked in the shop as on sale or at a reduced price; the Squad Pack volume discount does not count. If a sale item is defective, wrong or never arrives, we still replace or refund it; your statutory warranty rights are unaffected.

Can I swap faces?

Yes, within the same time limit and on the same conditions. We cover the shipping for the new face.

My mask is defective or wrong. What now?

Send us a photo at support.themask@gmail.com. We'll send a free replacement or refund you, whichever you prefer. You don't need to send anything back.

04 — Wearing it

Where can I wear it?

On the slopes, on the chairlift and anywhere it's cold. Since 1 January 2025, Switzerland has banned face coverings in public spaces, with exceptions such as protection from the cold. Our advice: in the village, Grandpa goes in your jacket pocket.

Is it protective equipment?

No. The mask replaces neither a helmet nor goggles. Before you ride, check that your view is clear.

05 — About us

Who is behind THE MASK?

themask.ch, Rue du Pilate 5, 2502 Biel/Bienne. Reach us by email at support.themask@gmail.com or on WhatsApp at +41 78 441 58 16. More in the Legal notice.

Why are there no reviews yet?

Because the shop is new. We only show reviews from people who have actually ordered: they get an invitation after delivery. We never buy or copy reviews.