AUQUA MASK FAQ
Do your face masks really stop the spread of germs and viral infections?
This is a common question that we often get. If the mask is worn correctly and you use other safety precautions (such as washing your hands regularly) it can assist in preventing the spread of germs and viral infections. We are not stating that wearing a mask is a cure and you will be 100% safe from contracting or spreading a virus however there is nothing out there that will 100% cover you (even a vaccination). There are several scientific studies supporting the use of face masks being highly effective in preventing the spread of germs and viral infections.
Are your face masks re-usable?
We have designed our masks with the environment in mind. Our masks are re-usable and are made out of a cotton outer material, the masks contain a pocket for removable (disposable) polypropylene filter that comes with each mask. We also offer PM2.5 filters that can be purchased separately.
How often should I wash my mask?
We recommend washing our masks after each use. Depending on the environment and how often you wear the mask you can change the disposable filters every 1-5 days (is recommended).
Do I need to wear a filter with my mask?
We have designed this mask so it can be worn without the filter or you can add a filter in and change it out when needed for extra protection.
Your masks look fashionable but are they functional?
We have designed our face mask so that they are fashionable, but they also are functional. Each mask is made out of cotton and contains a pocket where a disposable filter can be interested. We have also designed each mask with a flexible nose clip to ensure less air gets in through the nose bridge. The mask contains elastic strings are fully adjustable to tie around the back of your head (so that it doesn’t pull forward your ears causing discomfort as well as gaping around the cheeks like most of masks).
Do your face masks come in different sizes?
Yes, we have 2 sizes; 1 size for adults and 1 size for children. Due the the design of the face masks they are very forgiving in terms of sizes therefore fit most faces for adults and children depending on the size you purchase.
Kids (Recommended ages 4-10)
Adults: One size fits most adults
Where are your masks made?
Our masks are designed and made in Australia.
Do you ship worldwide?
All our orders are dispatched from Australia and we ship worldwide. During check out when you enter your shipping address you will be notified of the shipping amount. Please note that we use the most reliable and fastest shipping services available (Australia Post for domestic orders and DHL for worldwide shipping).
What shipping carrier do you use and how long will shipping take?
Shipping within Australia we ship via Australia post. Shipping takes between 1-7 business days depending on where you are located. We also offer our Australian residents express next business day delivery. During the COVID-19 pandemic we are informed from AUSTRALIA POST that international orders may take between 4-6 weeks or longer to receive your orders. We do suggest that if you require your order sooner to select DHL as they state between 4-10 business days to receive your orders. These times are estimates only. We take no responsibility for time delays once your order has been dispatched.
International shipping, we use DHL which is an express service and generally takes between 1-5 business days. On occasion we do use other courier services which can take up to 14 business days. If you are concerned with delivery times, please contact us.
Can you ship to PO Boxes?
We are unable to send items to PO Boxes as all deliveries require a signature on delivery.
What is your handling time?
We endeavour to ship orders within 1-2 business days. We do however try our best to get all order placed before 12pm AEST out the same day.
Will I have to pay any duties and taxes on top of my order?
We cannot be held responsible for any possible duties and/or taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will be responsible by the customer. If you are worried about getting charged any duties and/or taxes, please contact your local customs offices. We are unable to mark any order as a 'gift'.
How can I track my order?
When your order is dispatched a tracking number will be sent to you within 1-2 business days.
What if I provide the wrong address or the shipping company cannot find my address and it gets returned to you?
If for some reason you provide the wrong shipping address please contact us ASAP. If the order has already been shipped out we are unable to edit the address. If the courier company cannot find your address and it gets returned to us we will not be held liable for return shipping. If the item is not collected in time and gets returned to us we also will not be held liable for the return shipping.
What currency are orders placed in?
All orders placed are in Australian Dollars (AUD). Our website does however have a currency converter on the top left-hand side which will show the approximate price of the currency you are viewing it in. When you go to the checkout however you will see the prices in AUD.
Can I return the mask? What is your return policy?
Due to health and safety of our customers and staff we do not accept returns on items. In the unlikely event that your mask arrives, and it is either the incorrect item, faulty or damaged please contact us so we can sort the issue out for you.
What payment methods do you accept?
Payments can be made via your credit/debit card or via your PayPal account. Please note if you do pay via your PayPal account, we will not be able to ship your order until funds have cleared.
We do not claim to and will not provide medical or scientific advice about face masks. If you are concerned about your health and the spread of virus and/or bacteria, we recommend seeking professional medical advice.