FAQs

1. Orders and Payments:

🛒 How to place an order on L'Univers Masqué?

  • Simply select one of our many items and add it to your cart. Once you've done that, go to the "Cart" tab, located in the upper right corner of the page. Finally, choose your payment method and fill in all the required information.


    💳 What payment methods do you accept?

    • The payment methods we offer are as follows:
    1. Visa
    2. MasterCard
    3. Maestro
    4. American Express
    5. UnionPay
    6. Bancontact
    7. ideal
    8. Apple Pay
    9. Google Pay
    10. Shop Pay


      ❌ Can I modify or cancel my order once it has been placed?

      • If your order hasn't yet been processed for shipment, we'll do our best to modify or cancel it if you contact us promptly at support@luniversmasque.com . However, once your order has shipped, we unfortunately won't be able to modify or cancel it. Therefore, we recommend contacting us as soon as possible if you need to make any changes to your order.


        ➡️ How can I track my order?

        • You will receive a shipping confirmation email as soon as your package is shipped. It will include your tracking number and a link to track your package. Everything is explained in the email.


          Google (Noto Color Emoji - Unicode 15.1) What information is needed to place an order?

          • We need the following information:
          1. Email address
          2. Shipping address
          3. Billing address (it can be the same as the shipping address)
          4. Payment method


            🛡️ Do you offer secure payment options?

            • All our payment options are secure.


              💸 Are there any additional fees associated with my order?

              • No, the total amount will be the one shown in your basket. Unless you have a discount code, in which case the price will be reduced.


                🏷️ Do you offer discounts for bulk orders?

                • Yes, however, you must contact us at support@luniversmasque.com before placing your order. We'll find the best solution for your needs!


                  2. Delivery and Returns:

                  ⏳ What are the delivery times?

                  • Delivery times are generally 7 to 10 business days. Please note: Delivery times may be extended due to unforeseen circumstances (strikes, weather conditions, or other adverse weather). In such cases, we are unfortunately not responsible. You will need to be patient.


                    🌎 Do you offer international delivery?

                    • For the time being, we are proposing the following countries:
                    1. France
                    2. Belgium
                    3. Swiss


                        🗒️ What is your return policy?

                        • To learn about our return policy, you can visit our Return Policy .


                          🔙 How can I make a return?

                          • The package must be returned to the following address: Rue de Hottleux, 112/2, 4950 Waimes, Belgium. For more information, please refer to our Return Policy .


                            💥 What should I do if I receive a damaged or defective item?

                            • Contact support at support@luniversmasque.com and send us photos of the item. You will be refunded if we find a problem with the product.


                              ➡️ Can I track the shipment of my order?

                              • Unfortunately, you won't be able to track your shipment. Neither will we. Our suppliers don't offer shipment tracking.


                                ⌛ What should I do if I do not receive my order within the expected timeframe?

                                • First, check your order status in the order tracking app. You'll likely find your package's delivery information there.
                                • If and only if the order tracking application indicates that your package has been delivered, you can contact us at the following address: support@luniversmasque.com .


                                  🚀 Do you offer express shipping options?

                                  • Unfortunately, we do not offer an express shipping option.


                                    3. Products and Quality:

                                    🎭 What types of masks do you offer?

                                    • We have a huge selection! I invite you to click on our "Mask Catalogue" and discover all our collections.


                                      🧼 Can I wash my masks in the washing machine?

                                      • Only the sleep masks are washable. However, we recommend washing them as infrequently as possible. Other masks can be washed with a slightly damp cloth.


                                        🏼 Do you offer masks with integrated filters?

                                        • No, however, you can go to "Mask Accessories" to find filters compatible with our dust masks.


                                          👓 Are your masks suitable for glasses wearers?


                                          • Our latex masks are compatible but not the most practical. We recommend wearing contact lenses. If this isn't possible, we sincerely apologize for the inconvenience.


                                            📏 Are the masks available in different sizes?

                                            • Most of our masks are one size fits all. However, some products come in two sizes. For these products, the size will be indicated in the product title.


                                              👤 Do you offer personalized masks ?

                                              • Unfortunately, we do not yet make personalized items.


                                                🌍 Do you use environmentally friendly materials in the manufacture of your masks?

                                                • We'd like to say yes, but our products come from China. So no, the materials aren't exactly environmentally friendly.

                                                🌍 Where do the masks come from?

                                                • All our products come directly from China. This explains the longer delivery time.

                                                4. Assistance and contact:

                                                📩 How can I contact you if I have a question or problem?

                                                • You can contact us at the following address: support@luniversmasque.com .


                                                  👩💻 Do you offer online support?

                                                  • Not at the moment. The only way to get support is by sending an email. However, we are considering it!


                                                    🌐 Where can I find more information about your company and products?

                                                    • You can find all this information at the very bottom of the page you are on, in the different " Policies " tabs.


                                                      🕐 Are there specific hours for contacting customer service?

                                                      • You can email us whenever you like! The support team will do everything possible to reply as quickly as possible.


                                                        🚨 What should I do if I encounter technical problems during my online order?

                                                        • Contact us as soon as possible at the following address: support@luniversmasque.com .


                                                          📋 Do you offer user guides for your products?

                                                          • For most of our products, you won't receive a user guide. However, for products requiring more specific use, a guide will be included with the item.


                                                            📪 How can I subscribe to your newsletter to receive the latest updates and special offers?

                                                            • You can subscribe to our newsletter and become a premium member of L'Univers Masqué by going to the bottom of our homepage .


                                                              ✏️ Do you offer personalization services for businesses or events?

                                                              • No, unfortunately we do not offer that option.

                                                              An unanswered question?

                                                              • You can send your question to the following email address: support@luniversmasque.com . We will try to answer it as quickly as possible!