FAQs

Q&A ORDERS

1. Where is my order? 

You can check your order status by logging into your account and clicking on the Order History tab. If you placed your order as a guest you can check your order status by emailing us (help@masqmai.com) your order number, billing last name and email address.

2. How can I track my delivery?

Once your order has been shipped, you can track your delivery by adding your Tracking Number to this link: https://www.mytws.it/tracking-status  Your tracking number can be found on your shipping confirmation email.

3. What happens if I'm out when my order is delivered?

The carrier will leave a note informing you that they will attempt to deliver your parcel on the next working day. You can contact help@masqmai.com in case you want your order to be delivered on a specific time or to change your delivery address.

4. My delivery arrived damaged, what are my options?

Please take a picture of the shipping box and the product received as soon as possible, within 24h upon receipt. Send the pictures including your order number to the below email address and we will get in touch with you shortly to help you with this case: help@masqmai.com 

5. I can’t process or pay my order, what can I do?

We are sorry you are having difficulty processing your order, but we are here to help you! Please send us a message through Instagram or email (help@masqmai.com) and we will get back to you as soon as possible.

6. I made a mistake with my order. can I amend it?

If you need to amend your order, please send us an email with your order number to help@masqmai.com and let us know what changes you would like to make. We will review the status of your orden and confirm if it is possible to change your order.

7. Can I change the delivery address of my order?

Please send us an email to help@masqmai.com with your order number and the new delivery address, and we will try to amend if it is still possible.

8. Can I add or remove products from my order?

You cannot change your order once it has been placed, you will need to cancel your order and place a new one. If your order has not yet been shipped, you will be able to cancel it and place a new one. If your order has been shipped, you will need to contact the customer care team to arrange for a return once you have received the order. 

You can check your order status by logging into your account and clicking on the Order History tab. If you placed your order as a guest you can check your order status by contacting us help@masqmai.com

 

Q&A PRODUCTS & ADVICE

1. I would like a skincare routine recommendation personalised for my skin

We are very happy to help you find the best skincare routine for you. In order to provide a personalised recommendation, please get in touch with us via Instagram or email us at help@masqmai.com. Alternatively, you can use our live chat during working hours.

2. Is Natural Beauty Elixir suitable for oily skin?

The word oil in general seems to have a negative connotation, often associated with terms like grease, acne, and dirt. But an oil-based formula helps make the skin supple and to reinforce the skin barrier, making it stronger and less vulnerable. For oily skin cases, if the skin is stripped of natural oils, it will go into overproduction mode and cause more sebum build-up, so using an oil can help replenish your skin’s natural oils, which can keep oil levels balanced and breakouts at bay.

3. Can I use contouring body oil on my face?

Contouring Body Oil contains a combination of natural oils to help tone, reshape and moisturize the skin. Its formula includes single-cell algae extracts that act as a powerful reducer and anti-cellulite agent, while increasing the skin's firmness and elasticity. That is why it is strongly recommended for bodycare. If you are looking for a facial oil, the best alternative is Natural Beauty Elixir, a 100% natural oil with excellent properties and suitable for all skin types. You can find out more about it on this link: https://masqmai.com/products/natural-beauty-elixir

4. Can I mix Natural Beauty Elixir with a moisturiser?

Yes, you can mix both products in your skincare routine.

5. Can I use the Miracle Hair Mask before washing my hair with shampoo?

Our recommendation for all hair types is to use the Miracle Hair Mask after washing your hair with shampoo. However, you can also use it before the shower by applying the mask to wet hair and leave it on for 15 minutes minimum to ensure it treats your hair. After this, wash your hair and rinse it thoroughly.

6. Can I apply Miracle Hair Mask to roots or only cuticles? How do I apply Miracle Hair Mask?

We recommend applying the hair mask from mid-lengths to ends, leaving it on for 5 to 10 minutes and rinse thoroughly. For best results, use 4 times per week. 

If your hair is very dry or damaged, we recommend leaving the mask on for 10-15 minutes before rinsing thoroughly, or alternatively you can mix it with Natural Beauty Elixir for extra care and hydration. 

7. Can I use the Miracle Hair Mask if I have thin hair?

Yes, you can use Miracle Hair Mask on thin hair. Our recommendation for thin hair is to apply the mask only from mid-lengths to ends, avoiding the roots.

8. What does the perfume smell like?

It is a very exclusive perfume. It is subtle, powdery, warm and clean. Among its 110 precious ingredients and essential oils we can find: Damascene Rose, Iris, Ylang- Ylang, Lily-of-the-valley, Italian bergamot and jasmine, Sandalwood, Golden Amber and Vanilla.

9. Is the Platinum Collection suitable for me?

The Masqmai Platinum Collection is suitable for all skin types and ages. The main ingredients in this collection are Platinum and Hyaluronic Acid, both known for its excellent hydrating and firming properties. This collection is recommended for everyone looking for healthy, hydrated and radiant skin.

10. Can Masqmai products be used on children?

Yes, some of our products are suitable for children. In particular, we recommend Natural Beauty Elixir and Profummo di Mamma.

11. Where can I buy Masqmai products?

Masqmai products are only available on this website.

12. Whats the differences between Platinum Beauty Drops and Platinum Sublime Serum?

The main differences between these two are their ingredients, intensity and mode of use ✨

Platinum Sublime Serum should be part of your daily routine, in which it plays a fundamental role thanks to its antioxidant levels and the protection it offers against environmental damage.  In addition, it features Resveratrol (Antioxidant) and Elastin (firming agent). 

Platinum Beauty Drops is a high efficacy treatment designed for dull skin in need of a glow boost and deep hydration. That is why it includes a high concentration of pure hyaluronic acid (1,5%) and Vitamin C (10%).

 

Q&A RETURNS

1. How can I return a product?

MASQMAI gladly accepts returns of Merchandise in its original, unopened, and unused condition, purchased in our web within 14 days of original purchase. Refunds will be made in the form of the original payment. In order to return any of our products, please send an email to help@masqmai.com and follow the instructions. Shipping fees will be assumed by the customer.

2. Can I get a refund?

Once we receive your order we will review it to ensure it is in its original, unopened, and unused condition. Once your return has been approved, we will proceed to refund your order (excluding shipping costs) and using the same payment method the customer chose when placing the order.

3. When will I receive the money back after returning a product?

The refund will be complete within 10 working days. In circumstances where you consider that the product does not conform with the contract at the time of delivery, you should promptly contact us via any of the given contact information with details of the product and its damage. Once we study the case, we will email you back within a reasonable period of time to communicate to you whether you are eligible for a refund or a replacement of the damaged product.

 

Q&A SHIPPING

1. Do you ship to my country?

We are happy to confirm we ship worldwide! Please find more information about shipping costs and delivery timings in the following link: https://masqmai.com/pages/delivery-return

2. How much is the shipping cost?

Please find more information about shipping costs and delivery timings for your country in the following link: https://masqmai.com/pages/delivery-return

3. Shipping costs and delivery times:

Please note that the delivery times are an estimate. We are not responsible for the delays of the shipping company. Bear in mind that in busy times like Christmas, Black Friday or sales, your order may suffer a delay.

4. Will I have to pay customs charges?

For all MASQMAI shipments outside the European Union, transport costs are exempt from VAT as customs duties are borne by the recipient and never included in the cost of the shipment.