Answers to your Frequently Asked Questions

We here to help if you have questions about our products. Our FAQ section usually answers most of them – but of course, please contact us directly with anything else not covered.

Who can I speak to for advice?2020-07-08T09:29:56+00:00

Our Customer Services Team is available to take your order or help you with any queries by email on info@coverdfacemasks.com. We aim to respond to all questions within a 8 hour period.

What should I do if I need to return an item?2020-07-08T09:30:23+00:00

Please inspect your product as soon as your order arrives. If the product has been damaged in transit please contact our Customer Support Team (info@coverdfacemasks.com) so we can help resolve the issue. We cannot accept returns for products that have not been damaged in transit or have been opened.

If you’ve been enjoying your coverd items for some time but are ready to part ways, then please recycle sustainably.

When will my order arrive?2020-07-02T12:22:37+00:00

Most products are available for same day dispatch (if order received before 1630). Once dispatched, you will receive a confirmation email.

** Royal Mail is running a slower service than usual during the Covid-19 outbreak, please allow a little longer for your order to arrive once you have received confirmation.

How will my order be packaged?2020-07-02T12:22:45+00:00

All our masks come in UV treated and sealed plastic bags, which our team of trained and Covid-19 protected packers place in a suitable outer package and send to you.

Delivery Charges2020-07-02T12:22:51+00:00

For our UK customers we are delighted to provide free delivery for all individual orders. For bulk ordering please contact The coverd Team to discuss your requirement.

For Mainland Europe orders we charge for postage, which will appear on the payment page when you make your order.

If the product is available to pre-order, when will I be charged for the item?2020-07-02T12:23:00+00:00

When placing an order for a product that is available to pre-order you will be charged at the time you place your order

How can I pay for my order?2020-07-02T12:23:07+00:00

All transactions are in pounds sterling (£). We accept all major credit cards and these are processed via PayPal. You do not need to have a PayPal account to pay us by credit or debit card. When paying by card, you will be charged at the time that your order is placed.

What size should I order?2020-07-02T12:23:13+00:00

Our masks are one size fits all.

When should I wear a mask?2020-07-02T12:23:32+00:00

The UK government is suggesting everyone wear a mask outdoors, in a public place or where exposed to others. The Government requires everyone in England to wear masks from 15 June 2020 while using public transport and is encouraging individuals to wear masks or homemade face coverings in public settings. Wearing a mask can prevent asymptomatically infected persons from spreading disease in public.

Are your masks machine washable?2020-07-08T09:30:45+00:00

Yes. Our designs are made in wearable fabrics for maximum comfort and an eye catching and flattering silhouette. Make your masks last for longer by following the care instructions for your coverd items – these are also listed on our individual product pages under the ‘Details’ tab so you can check how to look after your item before you order.

What do the masks protect you from?2020-07-02T12:24:00+00:00

Our premium antibacterial fabric mask consists of 3 plies:

· Layer 1 is the 100% waterproof layer. No water or other droplets (human fluids such as saliva) can penetrate this layer, whilst not a medical product this helps to ensure a level of protection against infectious diseases which can be transmitted by interacting with individuals who may have coronavirus.

· Layer 2 is to filter microbes and super-fine dust. However, this second ply comprises three uniform layers so that even after you wash the mask at 60 degrees for up to 30 times, the middle layer will still maintain its ability to fight against ultra-micro dust and bacteria

· Layer 3 is the antibacterial ply which uses silver ion technology to prevent microbes from growing after they may have landed or formed on a treated fabric. These ions continually release to safely kill microbes. It has been tested to ensure it provides effective bacterial filtration and up to 99.9% antimicrobial protection

· Certifications from FDA, CE, (TUV Reach), INTERTEK & ISO 9001:2015, Will our masks protect you from a virus?

Due to the Covid-19 outbreak, we understand many people are looking for protection against the virus. For any application where cross contamination is a concern, we recommend using Surgical masks. We do not recommend using our masks for any health sector application, they are not suitable for this use. As with any masks are designed to help the user keep their germs to themselves, ideal for use in public space during the outbreak.


How should my mask fit?2020-07-02T12:21:44+00:00

For a face mask to be effective, it must fit over the bridge of your nose, past the edges of your mouth to under the chin, without restricting your normal head movements. You should be able to breathe comfortably while wearing it.

How many masks do I need?2020-07-02T12:21:58+00:00

If you will be going on public transport every day, coverd recommends that you buy more than one mask so you’re not washing just one every day to reuse. If you’re buying for your family, ensure that there is enough for everybody as masks should not be shared, in order to reduce the risk of transmission.

This depends on your mask usage. If you are likely to be a frequent mask user we suggest having at least 2 – in case one is needed whilst the other is in the wash. If you are buying for family – please remember masks MUST NOT be shared.

What do I do if I have facial hair?2020-07-02T12:22:09+00:00

For people with facial hair, like beards or a moustache, the US Centres for Disease Control and Prevention (CDC) has warned that facial hair may interfere with the effectiveness of face masks. If you’re not willing to go clean-shaven, make sure that the hair fits inside of the mask

Facial hair (such as beards or a moustache) can interfere with the effectiveness of a face mask. Please also ensure that facial hair fits completely inside the mask.