If you discover that an incorrect item has been shipped to you, please contact our customer service immediately for assistance.
Please ensure that you do not open or utilise the product that was sent to you by mistake. Once the package is opened, it will be deemed as sold.
Purchased goods cannot be returnable, refundable or exchangeable due to change of heart EXCEPT for cases such as:
Scenario | Policy | Procedure | Delivery Charges | If the product for exchange is unavailable, Store Credit will be provided | |
Return to letsmask | Resend to Customer | ||||
Damaged condition upon receipt as a result of negligence during delivery | Replaceable | Send us email photos of the damaged items. Do not return the items to us. | N/A | LETSMASK | Store Credit is determined on value of item + shipping charges incurred, if any. Customers may choose to wait until the items to become available in stock or selecting different items. Note: Any refunds processed shall be via the original payment method for easier tracking of money movement. |
Manufacturing defect (example, leakage) | Returnable & Exchangeable | Send us email photos of the items. Once approval is granted, return the items back to us within 14 days. | LETSMASK (Send us email a scanned image of the return delivery receipt. We will compensate the amount to your bank account) | ||
An incorrect item was dispatched as a result of our error | |||||
Lost while in the process of delivery | Replaceable | A replacement will be dispatched to you after conducting an investigation with our delivery provider. Allow 2 weeks turnaround. | N/A | ||