Terms & Conditions

GENERAL TERMS AND CONDITIONS

Please read the terms and conditions below carefully before making any purchases.

EXCHANGES/REFUNDS PROCESS: Lingerie, underwear, bathing suits, shapewear undergarments such as thongs, shorts, bodysuits and pants, etc., cannot be refunded or exchanged. All other items can only be refunded if the products are unworn, and packaging and tags are intact.

  1. If you would like to change your products, please order again on www.maskateer.com. We will refund you the returned products. We do not exchange.
  2. Products returned must be in perfect resalable condition, unworn with no signs of wear, all labels and tags must be intact on the products and there should be no stains, marks, or dry patches. Please keep the packaging intact.
  3. Returns must be reported within 14 days of receiving your products. Please fill out SECTION A below before enclosing this form with returning products in the parcel.
  4. Please pay for your own return shipping to the RETURN ADDRESS below. We recommended tracked and signed postage, so you do not lose the parcel.
  5. If you need any further assistance, please email our team on support@maskateer.com.

SIZING: The customer must check his/her (waist) size correctly before purchase. If an exchange is required after purchase, the customer is liable for the shipping charges for returning items to MASKATEER and receiving back new items.

PERMITTED AGE: MASKATEER® waist trainers are only allowed for women 18 years or over. MASKATEER® sport belts are only permitted

PRODUCT USAGE: It is strongly advised that the customer follows the recommended usage time for waist trainers of 4 hours per day, broken down into two lots of two-hour sessions with at least a one-hour break in between, or as instructed on the website. Do not wrap yourself too tight during exercising; allow your body to breath normally. Make sure you feel comfortable.

SOCIAL MEDIA CONTENT: MASKATEER® may offer endorsement opportunities to social media influencers in order to reuse graphics, images, videos, posts, stories or any form of electronic content for use on social media platforms and websites, in order to promote or review its products, brand and certain topics relevant to the industry and market sectors it operates in. The consent and agreement from influencers come in the form of signed contracts, or specific payment of services, or a placement of an order, or by the offer of discount vouchers, or by the general consent of the consumer/influencer via email or chat messages on social media platforms. In addition, customers and influencers are requested to send in "before and after" pictures to demonstrate the products' effectiveness, topics of health, exercise and weight loss and MASKATEER® have the right to display such content on its social media platforms and websites, which it deems to be appropriate.

MISUSE, ILLNESSES AND ALLERGIES DISCLAIMER: MASKATEER® is not responsible or liable for any misuse of the products and damages resulting from it. If you suffer from any illnesses or skin conditions, which waist training could affect, please consult with MASKATEER® team beforehand or your doctor. We strictly prohibit the use of our products in cases of illnesses, pregnancy or if you are under the age of 18. If you have allergies, check the product’s material and/or specifications beforehand and check with your doctor. Although MASKATEER® Tender Aroma Spray is made of organic compounds, you should check the content on the bottle beforehand. If you suffer any allergies from any of the ingredients, please do not use the spray. In any case, where your skin gets irritated and you suspect it may be the spray causing it, please consult with your doctor immediately. Tender Aroma Spray is exclusively made to clean your shapewear and for no other purposes. Please keep away from children and food.

WARRANTY & REPAIRS: Clothing, waist trainers, compression wear and shapewear products do not have a warranty if the products are worn, or if there are signs of wear and tear, on the products or if the consumer does not follow the instructions on how to wear or use the products, or if the size was incorrect for the consumer, or if the products were not maintained and taken care of as instructed in the marketing or website content. If a product is "faulty" or "damaged", MASKATEER must be notified in writing within 24 hours, usually via email or direct messaging on social media platforms. "Faulty" or "damaged" products must not be worn or tampered with and MASKATEER will either repair, exchange at no extra cost, or offer a refund for the "faulty/damaged" products and cover any shipping charges in receiving the products back from the consumer. For products that require repair, it is at the discretion of the MASKATEER Returns Team on whether to accept the repairs once the products are worn. MASKATEER has the right to charge for the repair and for the shipping to and from the consumer. MASKATEER also reserves the right to decline repairs and ask the consumer to repair themselves using third parties if the products have been worn or if this process is more cost-effective for the consumer. To maintain the longevity and quality of the products, especially high-compression products, MASKATEER strongly recommends consumers to invest in two products of the same type and alternate wearing them, and to not use the products over the recommended usage times as mentioned on MASKATEER's website and other marketing content or collateral. Other considerations before using the repair service are as follows:

  • You cannot use or apply any discount codes, reward points or credit vouchers on any repairs as these costs or prices are provided by third party repairers and seamsters.
  • You can only use the repair service for products that were purchased on www.maskateer.com and within 30 days of the purchase date on your order.
  • If the actual repair costs more than the price of this service, you must cover the difference in cost, and this will be confirmed before the repair is carried out.
  • If the item has been considerably worn, we recommend you find a local repairer or seamster, instead of returning the item to us.
  • You must pay for the shipping cost both ways, from you to us and from us back to you, if an item is to be repaired by MASKATEER.

COMPLIANCE: MASKATEER complies and confirms with The Data Protection Act, The Consumers Rights Act, The Consumer Contract Regulation 2013 Schedule 2 and 3 legislation and Trading Standards Laws in the United Kingdom and European Union and follows international laws and legislation concerning trade, consumer and company rights to fulfil its obligations to its customers and to fulfil its obligation as an international business and trading company.

DATA: No unconsented information, credit card information and (non-secure) data from the customer is held by MASKATEER.

PAYMENT: The customer must pay in full the total order amount before he/she receives the goods. The recipient of the goods must be the same person as the PayPal account, credit or debit card holder and the billing and shipping addresses should match. Shipping begins after payment for goods have been completed successfully. This usually happens instantaneously online or via merchant services, however customers using the SOFORT payment method must wait 3 working days for money to clear before we ship out the goods.

CANCELLATIONS: If the goods are faulty a customer has 14 days from the date of purchase to cancel an order and return the goods, providing the cancellation is made in writing to the MASKATEER Support Team at support@maskateer.com or by post. These are rights for the customer under the Consumer Contract Regulation 2013 Schedule 2 and 3. The faulty items must not be worn and in the same condition as received by the customer.

RESALE OR REDISTRIBUTION: One must not resell or redistribute MASKATEER® products if one is not an official distributor or reseller or unless MASKATEER has approved it in writing.

RETURN SHIPPING LABELS: You cannot use or apply any discount codes, rewards points or credit vouchers on return shipping labels as these costs or prices are provided by third party shipping companies.

REPAIR CHARGES: You cannot use or apply any discount codes, rewards points or credit vouchers on repairs as these costs or prices are provided by third party repairers and seamsters.

SURCHARGES: You cannot use or apply any discount codes, rewards points or credit vouchers on any surcharges as these costs or prices are provided by third party parties.

For any queries contact the MASKATEER Customer Service or Support Team at support@maskateer.com

SHIPPING TERMS

We ship worldwide to every country and Island in the world using multiple carriers. Some offers may include free shipping worldwide over a certain amount of spend by a consumer online.

Deliveries to customers are sent out on working days only, which means Monday to Friday and not on weekends, Bank holidays, Public (Statutory) or national holidays.

Orders placed before 12pm on a working day are sent out to customers on the same working day, if stock is available.

Goods are sent out after payment has been completed successfully. This usually happens instantaneously online or through marketplaces such as Amazon, eBay, however customers using BACS, CHAPS, SEPA or any kind of bank transfer service must wait until the payment is cleared into our bank account before we can ship out the goods.

If the item is not in stock, we will email you and inform you when it will be back in stock, and items will be shipped on the next available working day when stock is available.

It is the consumer’s/customer’s/recipient of the parcel’s responsibility to provide the correct shipping address and contact details and, furthermore, to be present when a delivery arrives.

If parcels are returned to the sender, the buyer must pay for the initial shipping costs and again shipping costs for products to be resent out, as well as the cost of the products being returned by the carrier including any additional Customs or admin charges or surcharges, and in addition, these deductions apply before any refunds or refund requests.

If the parcel is forwarded to a local depot, the consumer/customer/consignee must arrange to collect the parcel at his/her expense.

If someone else receives or takes the parcel at the delivery/shipping address provided, it is not the responsibility of the carrier or sender/consignor. It is the obligation of the customer who placed the order to be present at the delivery/shipping address stated.

“Force Majeure” events, such as natural disasters, health pandemics and policy changes from carriers may delay deliveries and returns and are out of the control of the sender/consignor. Sale items may be subject to delivery delays also, in which case consumers/customers will be notified.

Deliveries are undertaken by third parties such as DHL, DPD, Royal Mail, Hermes, Speedy.bg, EKONT, NOVA POSHTA, etc., hence MASKATEER® is not responsible for any shipping delays, parcel losses or damages, however MASKATEER® may help consumers/customers in resolving issues and claims.

DELIVERY TIMES

Express deliveries take between 1-3 working days if stock is available depending on destination. Express deliveries are available to mainland customers in England, Wales, Scotland, and the US only. Express deliveries do not include the Channel Islands, Isle of Man, Scottish Highlands and other British Isles or Islands, Northern Ireland, and any other international location or Island.

Standard and international deliveries take between 2-21 working days depending on the destination, Customs clearance and if stock is available. Here is a breakdown of regions below:

UK MAINLAND EXPRESS 1-3 working days

US MAINLAND DHL EXPRESS 1-5 working days

DOMESTIC STANDARD SHIPPING 2-5 working days

INTERNATIONAL STANDARD SHIPPING ZONE A    2-14 working days

INTERNATIONAL STANDARD SHIPPING ZONE B    2-14 working days

INTERNATIONAL STANDARD SHIPPING ZONE C    5-21 working days

INTERNATIONAL STANDARD SHIPPING ZONE D    5-21 working days

Delivery times do not include any Customs issues or hold-ups.

WEIGHT & DIMENSIONS

Maximum weight of a single MASKATEER product is 0.6kg plus 0.1kg packaging. 3-5 MASKATEER products = 2kg approximately depending on the products ordered.

The maximum dimensions of a SINGLE SMALL PARCEL = 35cm length x 25cm height x 10cm width.

CHARGES FOR SINGLE SMALL PARCELS

UK MAINLAND EXPRESS 5.99 GBP

US MAINLAND DHL EXPRESS 19.99 GBP

DOMESTIC STANDARD SHIPPING 3.99 GBP

INTERNATIONAL STANDARD SHIPPING ZONE A    12.99 GBP

INTERNATIONAL STANDARD SHIPPING ZONE B    15.99 GBP

INTERNATIONAL STANDARD SHIPPING ZONE C    19.99 GBP

INTERNATIONAL STANDARD SHIPPING ZONE D    29.99 GBP

Please note, prices above are per SINGLE SMALL PARCEL up to 2kg in weight with dimensions 35cm length x 25cm height x 10cm width, and shipping charges may increase for larger parcels.

CUSTOMS & SHIPPING FEES

Customs Fees may also apply to parcels being sent to certain countries. It is the responsibility of the consumer/customer/buyer/recipient to clear the goods in his/her country of import. This is NOT the responsibility of the sender/consignor (MASKATEER®).

We strongly advise to check the rules of importation, tax, Customs and Duties in your country, where the goods will be delivered to before making a purchase on the MASKATEER® website, as it is the consumer/customer/buyer/recipient’s responsibility to pay for any tax or Customs fees due when the goods arrive in your country.

If parcels are returned to the sender/seller because the recipient/buyer no longer wants the goods or refuses to pay the Customs duty and tax, the recipient/buyer must pay for the initial shipping of the products or the resending of the products, as well as the cost of the products being returned by the carrier, including any additional Customs or admin charges or surcharges both ways. All the above deductions apply before, and net refunds calculated before any refunds are made.

PURCHASE AND RETURNS POLICY

  1. If you would like to change your products, please order again on www.maskateer.com. We will refund you the returned products. We do not exchange.
  2. Products returned must be in perfect resalable condition, unworn with no signs of wear, all labels and tags must be intact on the products and there should be no stains, marks, or dry patches. Please keep the packaging intact.
  3. Returns must be reported within 14 days of receiving your products. Please fill out SECTION A below before enclosing this form with returning products in the parcel.
  4. Please pay for your own return shipping to the RETURN ADDRESS below. We recommended tracked and signed postage, so you do not lose the parcel.
  5. If you need any further assistance, please email our team on support@maskateer.com.

MASKATEER® products have base prices in GBP (Great British Pound Sterling £) on its website, hence orders paid in foreign currencies are subject to currency exchange rate fluctuations from third parties/merchants, such as PayPal, Klarna, Mollie and others that customers use. MASKATEER® only quotes estimate exchange rates and foreign currency prices on its website based on ECB (European Central Bank) average (not buy or sell) live rates and not the actual rates merchants offer their customers. MASKATEER® is not liable for any discrepancies or differences in the estimated foreign currency amount listed on the website or on invoices compared to the actual price the merchant has charged its customer in foreign currency to pay for the order in GBP (Great British Pound Sterling £), at the time of the transaction.

In cases of returns or cancellations of orders, MASKATEER® reserves the right to charge customers shipping costs associated with the orders, return/exchange handling fees, admin and payment/merchant/card fees from any third parties, hence deducting them from the total amounts before any reimbursements or refunds are made to the buyer, and an email to the buyer will explain the breakdown of charges in detail.

MASKATEER® also reserves the right to forward third party shipping costs and administrative (sur-)charges incurred in cases of returns and/or exchanges, for example freight and postal costs, merchant and payment transaction fees and/or staff handling costs.

If the purchased item is faulty, damaged or defected, it will replaced it with a new garment providing the MASKATEER® support team is notified, by email to support@maskateer.com, within 24 hours of the consumer receiving the item(s) and providing the item is sent back to MASKATEER® within 7 days after the email notification. The item must have no signs of wear, tear or any kind of marks or ripples in the rubber latex, or it may be considered as worn. Once an item is worn it qualifies for wear and tear, and clothing, compression-wear, shapewear, underwear or lingerie items are not exchangeable or refundable after wear and tear. MASKATEER® products fit in each of the categories above.

The consumer is advised not to purchase a MASKATEER® product if he/she has any allergies or special medical conditions that may arise from wearing MASKATEER® products and it is strongly recommended that the consumer consults and obtains the approval from their doctor or Physician before purchasing any of the MASKATEER® products. MASKATEER® products have been tested and are generally medically safe, however if you have special conditions or rashes always consult your doctor before purchase, as MASKATEER® do not offer refunds for allergies or other conditions conceived as the products touch the skin of its consumers and the product would no longer be resalable in such cases.

Send all European Union returns to:

Company:

MASKATEER BIGARENA

Address:

GOLQMOKONARSKO SHOSE 29

LOWFIELD HEATH

Town/City:

PLOVDIV

Postcode:

4204

Country:

BULGARIA

Email:

support@maskateer.com

Send all Serbian returns to:

Company:

MASKATEER BIGARENA

Address:

DECKA 189

Town/City:

SIMANOVCI

Postcode:

22310

Country:

SERBIA

Email:

support@maskateer.com

Send all UK and Rest of the World returns to:

Company:

MASKATEER RETURN

Address:

UNIT 8 GATWICK DISTRIBUTION POINT

LOWFIELD HEATH

Town/City:

CRAWLEY

Postcode:

RH11 0PH

Country:

UNITED KINGDOM

Email:

support@maskateer.com

Send all Ukrainian returns to:

Company:

MASKATEER RETURN

Address:

MASHINISTKAYA 8

FLOOR 2, APARTMENT 20

Town/City:

KHARKIV

Postcode:

6100

Country:

UKRAINE

Email:

natalia@maskateer.com

For any return queries contact MASKATEER Customer Service on support@maskateer.com.