Below we have gathered the most common questions we get. Have a look and if you still can’t find the answer you are looking for don’t hesitate to contact us.
We do our best to respond within 24 hours, however during holidays, sales, and promotions, we receive more emails than usual. During these times it may take us a bit longer to respond to your email.
Please only send 1 email. Sending follow ups will push your email to the back of the queue.
(We run on first-in, first-out basis, meaning that the oldest emails are responded to first.)
Unfortunately, we don’t currently offer phone support for our products. However we’d still be happy to answer your question via email.
We accept Visa, MasterCard, American Express, Sepa direct, Bancontact, Sofort, iDeal through our partnership with Stripe. We do take the transaction costs on us. So there are no hidden costs.
We will try to accept more payment methods in the future.
We use high standards of hygiene during the production process. Every worker wears a mask while working in production. We adhere to strict guidelines concerning washing hands. Before your mask gets shipped, we wash it at high temperature and pack it in an airtight plastic bag to assure the highest level of hygiene.
Yes! Currently we ship to almost all countries outside of Belgium. If your country isn’t listed during checkout, please contact us
We ship all orders from Belgium. All products will be shipped by Annick and Filip the owners of the webshop.
Unfortunately, if the products were all under one order number, we are unable to split it into different shipments
If you’d like the products to go to multiple addresses, you’ll need to place a separate order for each address.
Products under the same order number will arrive together!
If the products were purchased under separate order numbers, they will arrive separately.
This often means that the package has not yet been scanned into the mailing system. Please wait 24 hours, and try checking again.
Your tracking number won’t become active until we ship out your order. It may take a while for the package to be scanned by the postal service. Please wait 24 hours and try checking again.
Yes, you’ll receive an email with a tracking number once we ship out your order. Furthermore we keep you update through emails throughout the production process so you always know what the status of your order is.
Yes, if you need to change the address, please contact us immediately with your corrected address and order number.
We have one shipping policy.
Shipping times vary greatly due to the global pandemic at the moment.
Our shipping partner normally guarantees following shipping delays.
Belgium: 48h
Europe: 3-5 business days
Rest of the world: 5-10 business days
Keep in mind that these shipping times only start from the moment your package has been sent. Production time is between 7-10 business days also.
We are happy to work with you on your bulk order! Please send us an email at info@mycomfortmask.com for more info
If your order arrives damaged or is incorrect, please send us a photo of what you received so that we can better assist in getting you a replacement.
Changes can be made within 4 hours of receiving your order confirmation email, which is sent immediately after purchase. Please respond to the order confirmation email with your desired changes.
Unfortunately once the order goes into production, we are unable to make changes.
Cancellations can be made within 4 hours of receiving your order confirmation email, which is sent immediately after purchase. Please respond to the order confirmation email with your request to cancel the order.
If it’s more than 4 hours, our designers have already begun working on it, but we’ll be happy to issue a refund, less a €10/item service fee. This is possible in the first 48h after your confirmation mail.
After that your item has gone in production and we can’t cancel it anymore.
As all of our products are 100% customized, everything we sell is one of a kind. Due to this, we cannot accept returns on reasons other than quality issues. In the case of a damaged/faulty product, we are happy to work with you to get you a replacement. In this case, contact us here and we will resolve the issue.
To make sure your mask is decontaminated you can machine wash it on a program at 65 degrees or higher
Do not bleach your mask or bag.
You can leave the mask in the bag while washing it in the machine to avoid mechanical wear.
Take it out of the bag to dry and hang outside.
We print and sew in Belgium.
Our printer is a professional tissue printer firm.
Our tailor is a haute couture tailor in Belgium
Our orders are printed using sublimation printing – meaning that the colors are printed into the fabric rather than on top. The ink used is on a water basis.
The masks and the pouches are made from 2 different materials:
Inside: 100 % cotton
Outside: 100% Polyester
To know your size of face mask, you have to measure the length between the top of your nose.
The best way to accurately measure is by putting on the side of your nose and measuring that way from the top of the nose between your eyes to the bottom of your chin as shown in this picture.
The resulting distance corresponds with the sizes in the table below.
S | 10 – 11,4 cm | 3,9 – 4.4 inch |
M | 11,5 – 12,4 cm | 4.5 inch – 4.9 inch |
L | 12,4 – 14 cm | 5 – 5.5 inch |
XL | +14 cm | + 5.5 inch |
For the moment we only print your face on the masks as there are enough alternatives for making other custom facemask.
We need 1 frontal photo and one photo from the side to make sure that we can make a mask that look the most as you as possible. These photos will be combined into 1 drawing that is used to make sure that the mask is life size.
To make sure your protection pouch is according to our quality standards and fits nicely with the whole design. We have chosen to use 1 font and limit the number of characters on the pouch so that it looks as good as possible.
Because we can’t use all fonts to print on products because of copyright limitations we have chosen to only use one font face.
To make sure your text fits very well on the pouch we format the text in the best way possible to give you the highest quality result.
Unfortunately due to our quick turnaround times and the process used to convert your photos into a drawing, we are not able to provide proofs.
Yes, we can use a black and white photos. However, this is also means your mask will be black and white. We cannot add color back to a black and white photo.
Because we are making a drawing of your photos you don’t have to worry about the background being included on your mask
The size is marked on the inside on the mask.
There is an ID-number, the last letter from that ID number is your size
For example your number is 00021-00125-00025-03-M indicates that you have a Medium sized mask.
Changes can be made within 4 hours of receiving your order confirmation email, which is sent immediately after purchase. Please respond to the order confirmation email with your desired changes.
Unfortunately once the order goes into production, we are unable to make changes.
Found the answer you are looking for? If not don’t hesitate to contact us.