Shipping & Returns

Shipping & Returns

How long will it take for my order to arrive?

As soon as the order is prepared, it will be dispatched from our installations immediately. All shipments will be made by the Nacex transport company.

If for any reason the order has to be delayed, we will contact you to let you know.

Once the order is placed, it is not allowed to make any changes in the shipping address, unless the customer bears the costs and is expressly accepted for both sides.

What is the shipping cost?

Shipping costs are not included in the price of the items. These will appear datailed in the summary of your purchase. The expenses will be calculated depending on the destination and therefore will be:

Spain (peninsula): € 3.95

Canary Islands: € 12.95

Balearic Islands: € 6.95

Shipping costs will be free on purchases over € 120

Can I request to send an order outside of Spain?

At the moment this option is not available in the webside. But you can contact us through the email [email protected] and we will find a better way to send your order.

What happens if I am not at the address that I indicated when the courier is to deliver the order?

After a first delivery attempt, the carrier will leave you a notice so that you can contact him and set a new delivery date. This delivery can be made at the shipping address you indicated or at one of the carrier's offices.

After another unsuccessful attempt, your order will be canceled and we will refund the amount of the same, subtracting the costs of returning the package.

What do I do if my order does not arrive?

If after a period of 7 working days from the confirmation of your order you have not received it, please contact us through the email [email protected].

Transportation costs (both shipping and return) will be returned only when VisibleMask is responsible for the cause of the return of the product (sending the wrong product, product in poor condition, etz.).

Return policy

You can return any product on our website through the following steps:

1.Send us an email to [email protected] indicating your order number and the product to be returned.

2.Our Customer Service team will contact you to manage the return.

3.Check that the order is in the same condition in which you received it and pack it to send it back to the offices that our Customer Service team will have confirmed by mail. You can use, for example, the package that came with the order or any other that protects the content.

4.Once we have the order in our warehouse, we will proceed to review the item for its return. The Customer Service department will contact you to confirm the refund that you will receive in approximately 15 working days.

After we contact you to confirm the refund, a credit will be automatically applied to your card or original payment method within 15 business days. If for any reason a problem arises, we will contact you.

Returns must be made within 15 calendar days from receipt of the order.

• Products must not have been altered, used or damaged and must retain their original labels.

• VisibleMask will not be able to accept returns of products that do not meet these requirements and the order will be returned, assuming for its part the shipping and logistics costs that may be generated.

• VisibleMask will be responsible for the shipping costs in the return of a product as long as the products received present defects or errors in the order. Otherwise, the buyer must bear the possible shipping and logistics costs generated by the return.

• If you bought several products in the same order, you can make a partial return, that is, return only the product you want.

Legal warning

Access, browsing and use of the website www.visible-mask.com (the "Website") implies the express and unreserved acceptance of all the terms of this Legal Notice. Its observance and compliance will be enforceable with respect to any person who accesses, browses or uses the Website.