Frequently asked questions
Can't find your answer? Write to us at contact.theramask@gmail.com or via our contact page. We reply within 24 to 48 working hours, Monday to Friday.
Orders and payment
Which payment methods do you accept?
Credit and debit cards (Visa, Mastercard, American Express) as well as the digital wallets offered at checkout. All transactions are encrypted and secure.
Can I change or cancel my order?
Contact us as soon as possible after your purchase. As long as the order has not shipped, we can change or cancel it. Once dispatched, you will need to go through the returns procedure.
I haven't received a confirmation email.
Please check your spam folder. If nothing appears after an hour, write to us with the name and email address used for the order.
Delivery
How much does delivery cost?
Nothing. Delivery is free on all orders, both within Switzerland and the European Union, with no minimum spend.
Where do you deliver?
To Switzerland and 26 European Union countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
How long does delivery take?
Allow 1 to 2 working days for processing, then 10 to 20 days for transit. That is roughly two to three weeks in total. Times may be longer during busy periods or customs checks.
Where are parcels shipped from?
Our masks are manufactured and shipped from China, with tracking.
Are there customs charges?
Depending on your country, customs duties or import taxes may apply. They are set by the local authorities, are not included in the price shown, and are payable by the recipient.
How do I track my parcel?
A tracking number is emailed to you as soon as your parcel ships. Enter it on our tracking page. Activation can take 24 to 72 hours.
My parcel hasn't arrived on time.
Write to us with your order number. We will open an enquiry with the carrier and keep you informed.
Returns and refunds
Can I return an item?
Yes, you have 30 days from receipt to request a return.
How do I go about it?
Write to us at contact.theramask@gmail.com with your order number and the reason for the return. We will send you the steps to follow. Please don't send anything before receiving our confirmation.
Who pays for the return?
If you've changed your mind and the product is unused and in its original packaging: return costs are payable by you. We'll email you the return address in Switzerland.
If the product is faulty, damaged or doesn't match your order: no return is required. A photo is enough, you keep the item, and we refund or replace it at no cost.
What if I've already used the mask?
For hygiene reasons, a mask that has been worn cannot be taken back — unless there is a manufacturing defect or damage in transit, in which case the rule above applies.
How long does a refund take?
We process your refund within 3 working days of receiving the return, or as soon as we receive your photos in the case of a faulty product. How quickly it appears on your account then depends on your bank, generally 3 to 10 working days.
The product
How do I use ThéraMask™ cold?
Place it in the fridge for about 2 hours, or a few minutes in the freezer. Always check that it is at a comfortable temperature before applying, then wear it for 15 to 20 minutes.
And warm?
Follow the guide supplied in the box. Always check the temperature before applying.
Does it fit everyone?
Yes. The stretch fabric and ergonomic shape suit the vast majority of faces, with no adjustment needed.
Can I use it every day?
Yes, it is designed for daily use.
How long does it stay cold?
That depends on the storage temperature and the room. The gel generally stays cool for the length of a relaxation session.
Can I sleep with it?
We recommend it for moments of relaxation or just before bed, rather than for a full night.
How do I clean it?
By hand, in lukewarm water with a mild soap, then air dry. No washing machine, tumble dryer or microwave unless the guide says otherwise.
How long does it last?
The gel stays supple and reusable for years under normal conditions of use.
Does it contain latex?
No.
Are there any particular precautions?
Always check the temperature before applying. Do not use on broken, irritated or sensitised skin. ThéraMask™ is a comfort and relaxation accessory, not a medical device: if discomfort persists or you have a health condition, speak to a healthcare professional.