FAQ

I'm not sure which size to order - help!


If you've already checked out our size chart and are still not sure, just send us a message with your measurments and we would be more than happy to help you pick out the perfect size! As everything is made to order just for you, we reccommend double checking your size before ordering!




What if the colour I want is sold out?


Oh no - we’re sorry you missed it! If you see that a colour is sold out on the website, you can sign up to our email list, and we will let you know if it’s ever back in stock! Please note that not every colour will be restocked, it depends on fabric availability, and demand from you guys! If you want to see your favourite colours make a comeback, send us a message!




How should I care for my items?


Great question - the better care you take of your items, the longer they will last! All of our 100% cotton items can either be hand washed, or gentle machine washed in cold water with gentle detergent, and laid flat to dry. All items in our Linen collection should be hand washed, and hung to dry. Do not tumble dry them. High steam as needed. When ironing your masks, be sure to avoid the elastics in order to maximise their life span! We recommend washing your mask in between wears to help reduce the spread of germs and bacteria. Our wool capsule collection should be hand washed, or spot cleaned only. Lay flat to dry. Do not machine wash, bleach, or tumble dry. If required, you may use the lowest iron setting on the cotton side only to help get your wool item back to its original, perfect shape.




Is your packaging sustainable?


Yes it is! We are very proud to say that all orders are sent in recyclable envelopes or compostable mailers, and our packaging is completely plastic-free! All of our paper envelopes are made from 100% recycled material, and at least 60% PCC. Read more about our Sustainability Promise here.




How many layers are your masks?


All of our cotton masks are 3 layers as recommended by the World Health Organization for the highest level of protection while still maintaining breathability! The middle layer is a sewn-in filter made from non-woven material, which captures even more droplets than 3 layers of cotton. This type of mask is ranked as the safest non-medical mask. Our wool masks are 2 layers - 1 layer of 100% cotton, and 1 layer of wool - but the thickness of the wool provides extra protection compared to 2 layers of cotton. * Please note that none of our masks are medical grade.




Do you do custom orders?


It depends what you’re looking for! Please reach out to us here to discuss custom orders and pricing!




I placed an order but I haven’t received any tracking info yet!


Please be patient with us! Once your order has been shipped, it can sometimes take 1-2 business days for your tracking number to become active in the system, or slightly longer during holiday or sale periods. If you have placed an order and have not received any order confirmation after 3 days, please contact us and we will get that sorted for you as soon as possible!




I’ve entered the wrong shipping address!


If you’ve made a mistake on your shipping address, please contact us with your order number ASAP and we will do our best to fix that for you right away! Please note that we cannot take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.




Do you ship internationally?


Yes we do! We are very excited to be able to offer international shipping to many destinations in North America, Europe, UK, and Australia! Please see our Shipping Page for more information. If your country is not listed on the checkout page, just send us a message and we can work out a custom shipping option for you based on your location! Please note that the buyer is responsible for all potential duties and customs for international shipments.




Does my order include taxes and duties?


Please be aware that any items shipped internationally may be subject to import duties and taxes applicable to your country or the country you’re shipping to. The recipient of the shipment is responsible for all Import Fees. Unfortunately, we have no control over these charges, and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.




Do you offer refunds / exchanges?


All of our items are hand made to order especially for you, which helps us eliminate overstock and excess waste! It also means that we unfortunately cannot accept returns on any merchandise at this time. In the small chance that there was an error on our end, please get in touch with us as soon as possible and we will do our very best to sort it out for you - we want you to love your new items!





Still have questions? Send us a message - we’re happy to help!