FREQUENTLY ASKED QUESTIONS


General

Q1. WHAT IS MASQUE BOX?

Masque Box is a curated monthly subscription box of Korean sheet masks. Every month we select 8 different face masks and deliver them to your doorstep.

Q2. CAN YOU TELL ME WHAT IS IN THE BOX EACH MONTH?

The contents of the box are a surprise! The only thing we can tell you is that you will get a selection of 8 different face masks. Rest assured, we only select masks that we have tried, tested and loved.

Q3. HOW DO I GET MORE INFORMATION ABOUT HOW TO USE THE MASKS?

Most Korean brands have directions and ingredients lists printed in English as well as Korean. However, on the odd occasion that there isn't an English translation we will provide the main details for you.

Q4. WHAT ARE THE DATES ON THE PACKAGING OF MY MASK?

This is where many K-Beauty beginners get confused. Korean brands often provide the manufacturing date instead of the expiration date, although many provide both.

제조 - Manufacture Date.

까지 - Expiration Date.

Refer to the Korean words above if you want to check the dates on your mask. If there is only a manufacturing date printed, the shelf life of the unopened product can be anywhere between 1-3 years depending on the brand. And as always, if you have any questions about the products you've received feel free to contact us.

Q5. WHAT IS YOUR CANCELLATION POLICY?

You can cancel your subscription at any time by clicking the Login button to access the member portal. Our renewal date is the 16th of each month. Therefore if you want to avoid your next payment, you must cancel before that date. If you cancel after the 16th, that will be your last charge and you will receive your last box the following month.


SHIPPING & RETURNS

Q1. HOW IS MASQUE BOX DELIVERED?

We use Australia Post to deliver your box. We'll send you an email when your box is on its way along with a tracking number so you can follow its journey.

Q2. WHEN IS EACH BOX SHIPPED?

The monthly box is sent on the first business day of each month. This may mean that delivery times may vary slightly from month to month.

Q3. HOW MUCH DOES SHIPPING COST?

Domestic shipping for our Masque Box monthly subscription is completely FREE!

Q4. HOW DO I CHANGE MY ADDRESS?

Easy! Just click the 'Login' button and follow the instructions. You can change any details you've provided through the member link.

Q5. DO YOU SHIP INTERNATIONALLY?

Currently Masque Box is available only in Australia. We do plan on extending our reach in the future so if you'd like us to let you know when international shipping becomes available please join our mailing list.

Q6. WHAT IS YOUR RETURNS POLICY?

We take great care in checking the quality of the products before we send them to you. However, if the products are damaged during the delivery process we can offer you a full refund or replacement. In the instance that you have received damaged items and wish to return them, please email us on hello@masquebox.com.au.

Please note that refunds/replacements will only be approved if the products are damaged or unsuitable for use. As such we can't offer refunds if you simply changed your mind.