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You may find the answer to your question below....if not, drop us an email on


  • Where is my order? - We send all orders via Royal Mail, once your order has been dispatched, an email will be sent to you with a tracking code. Delivery times are subject to Royal Mails network, we cannot raise a lost item claim until 10 working days after dispatch.
  • My tracking shows my order as being delivered, but I haven't received it - please check with your family, neighbours and in your garden (safe places) and your local depot.
  • I've changed my mind about my face cover and/or filters, can I return them? - Due to the hygienic nature of our face covers and other personal items, they are exempt from the Consumer Contracts Regulations 2013, therefore we cannot accept returns. 
  • Who is legible for 2 x free replacement filters? - a) purchases of face covers made directly through or one of our approved partners, b) if you have a U.K. address, c) if you are the original purchaser (your registration address must match your original order address).
  • I registered my face cover online, when will I receive my 2 x free replacement filters? - due to high demand, it may take up to 6 weeks to receive your 2 x free replacement filters.
  • What are the exemptions for 2 x free replacement filters? - a) purchases not made directly through or one of our approved partners, b) if you are located outside the U.K, c) if you are not the original purchaser, d) if you were gifted a face cover or e) any face covers that are replacement items as part of the guarantee due to manufacturing defects
  • Why is the packaging I received for my face covers different? - sometimes when operationally required you may receive your face masks in different packaging, but don't worry, its all still hygienically handled and sealed.
  • Are your face covers medical grade? - our face covers are not medical grade, nor are they classed as PPE, they are a fashion article. They DO NOT meet standards such as; DIN149, EN143 or others as issued by NIOSH, FDA, NHS, N95, KN95 etc. and have not been certified to meet any of these standards.
  • When does the replacement filter subscription service start? - we are still in the planning stages of this service and have a couple of wrinkles to iron out, we will announce this service when ready.