Returns & exchanges

Swiss law gives no statutory right of withdrawal for online purchases. We still give you 14 days to return your mask: voluntarily, on the following terms.

01 — Time limit

You have 14 days from receiving your parcel. Let us know within that time by emailing support.themask@gmail.com with your order number (for example #1001) and the face you're sending back.

02 — Conditions

• The mask is unworn and unwashed.
• Trying it on briefly is fine, but without make-up, sunscreen or perfume.
• It is in its original packaging.

A mask is worn over the mouth and nose, so for hygiene reasons we cannot take back masks that have been worn.

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.

03 — Sending it back

Send the mask to:
themask.ch
Rue du Pilate 5
2502 Biel/Bienne
Switzerland

Never to an address in China. Return shipping is at your cost, unless the item is defective or wrong. We recommend a tracked shipment.

04 — Refund

We refund you to your original payment method within 14 days of receiving your return.

Returning part of a Squad Pack: the discount depends on how many masks you keep. Example: you order a Trio for CHF 54.96 (20% off) and return one mask. Two masks are charged at the Duo price of CHF 41.22 (10% off), so we refund you CHF 13.74.

05 — Swapping faces

Uncle Sepp not quite you? Within the same time limit and on the same conditions, you can swap him for another face. Tell us which one you'd like. As soon as your return is on its way, we'll ship the new face within 24 hours (Mon–Fri), with tracking and no shipping charge.

06 — Defective or wrong item

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. Your statutory warranty rights (Art. 197 et seq. of the Code of Obligations, two years from delivery) apply regardless of this policy.

07 — Parcel not arrived

If your parcel hasn't arrived seven days after the stated delivery time, get in touch. We'll sort it out with the carrier and reship your order free of charge or refund you.

Legal note

This returns policy is a voluntary offer by themask.ch. It does not create a statutory right of withdrawal; Art. 40a et seq. of the Code of Obligations do not apply to online orders. Your statutory rights remain unaffected.

Last updated: 1 October 2026