Commonly asked questions…

Question: How do I launder the mask?

Answer:

1.      
MAKE SURE TO REMOVE FILTER IF INSERTED, AS IT
CANNOT BE WASHED.

2.   
TIE KNOTS ON THE ENDS OF EAR LOOPS TO PREVENT UNRAVELING IF YOU HAVE CUT THEM TO ADJUST FIT.

3.      
HAND WASH OR GENTLE CYCLE DELICATE. I SUGGEST A
GARMENT BAG TO PREVENT TANGLING OF EAR LOOPS AS WELL.

4.      
AIR DRY SUGGESTED TO PREVENT SHRINKAGE.

5.      
MASKED HOPE COLLECTION IS NOT RESPONSIBLE FOR
DAMAGED ITEMS WHILE LAUNDERING SO PLEASE WASH WITH CARE.

Do you offer refunds or exchanges?

NO REFUNDS OR EXCHANGES WILL BE GIVEN. ALL PURCHASES ARE FINAL.

My mask has a slight size variation, why? My mask has a print pattern in varied directions, why?

HAND MADE NOVELTY FACE MASKS. MADE WITH LOVE & HOPE. AS EACH ITEM IS HANDMADE PLEASE ALLOW FOR A SLIGHT SIZE VARIATION FOR EACH MASK. PRINTS AND PATTERNS WILL VARY IN DIRECTION AS WE ARE DOING OUR BEST TO KEEP PRICES LOW AND USE AN ECONOMICAL AMOUNT OF FABRIC. PLEASE KEEP IN MIND WHILE WE DO OUR BEST TO MAKE THESE AS ATTRACTIVE AS POSSIBLE, THESE ARE PRIMARILY FOR SAFETY.

Question: Can I combine orders that I have placed
already today or earlier this week?

Answer: As much as we would love to do this for you, and go
green as well in the process, it is more difficult to track down all of the
orders and repackage/combine them at this time. I appreciate your understanding
and I hope you love your masks.

Question: Can I cancel/change an order once finalized?

Answer: All orders once purchased are finalized. This is due
to the fact of immediate inventory calculations and system updates. We are
working at a rapid pace to fill all orders and to keep working at our current
rate all orders are put into an evolving system and placed into immediate
rotation. I appreciate your business and look forward to your future business.

Question: When will items be in stock?

Answer: Due to the Covid-19 pandemic, all fabrics are quick
to leave the shelf.  I will have them
stocked as soon as they hit the shelves again. I am sorry to say I do not have
a definitive date of shelving at this time but I will do my best to get them
back as soon as possible.

Question: Filter Information? How long can I wear it?

Answer: A medical professional was not
consulted in my material selections. I simply used the best materials I could
source in my opinion. These masks and filters are not medical grade items.  The lifespan of each filter & mask depends
on how often and how long a mask is worn. The amount of times worn is based from
your own discretion. The mask is reusable/ washable on a gentle cycle with
ribbons knotted on the ends to prevents from unraveling. Filters are replaced
at your own discretion.  Again there are too
many variables to allow for an exact date of filter lifespan.   

Question: What size do I wear?

Answer: A rule of thumb:  most women and teenagers are size medium, most
men are size large, and the kid sizes are shown for age ranges. Refunds or
exchanges will not be permitted for wrong sizes submitted to us. As each mask is handmade, there is a possibility for masks to vary slightly within fit and length. The height of the masks are to sit on the bridge of the nose and rest on the jawline. We are doing our best to create a mask that must fit a range of people. We all come in many shapes and sizes.

Question: Loops are not long enough to go around my
head, how do I wear it?

Answer: The mask loops are meant to fit around your ears. They are not meant to be tied around your head. 

Question: Turn around time and shipping time. When will
I receive me order?

Answer: Please allow for 1-5 BUSINESS days production time followed by first class shipping. USPS will be delivering your package.  Please take into account where you are located
in the US compared to Indianapolis for adequate shipping time allowed.  Tracking information will be sent to the email you provide at the time of purchase. Make sure your information is entered correctly.

Question: Lost packages. Where is my order?

Answer: Once packages are taken to USPS you will need to
follow up with them for lost packages. A tracking number is emailed to each customer once your item has shipped. Jess West Costumes is NOT responsible for lost packages. Again, please contact USPS with your tracking number.

Question: Custom Orders. Can I have something custom
made?

Answer: 15+ masks for custom orders. You must make an
inquiry to my email at maskedhopecollection@gmail.com
Please list how many masks, color preference, if adding a logo then you must
attach that in vector format.

Question: Missing Items in my package, what do I do?

Answer: I am sorry for this and we would love to make this
right for you. Please email maskedhopecollection@gmail.com
with the transaction number, date of items ordered, size and style of mask
and/or filter size missing.

Question: Can you check on status of my order?

Answer: With the amount of orders coming in daily, it is
difficult to track order progress. 
Please allow for 1-5 BUSINESS days production time followed by first class shipping USPS. If you order has not been received within this time frame,  please contact me at maskedhopecollection@gmail.com
so that I can locate your order at that time. PLEASE DO NOT EMAIL TO CHECK ON THE STATUS OF YOUR ORDER IF IT IS WITHIN THE PRODUCTION/SHIPPING DATES POSTED.