FAQ

The following are some FAQs posed by customers, and some points we took the liberty of including, in order to provide information to ensure you have as much information as possible to make an informed purchase decision. 

For Covid-19 Pandemic specific questions:

 

  1. When is an out of stock item going to be in stock?

Please check announcement banner on website home page, if the information is not there please follow us on Facebook as we will post as soon as new products become available; www.facebook.com/msshape .  We will also send an email blast, so please ensure you are registered on our site, however some email spam filters block email blasts from commercial websites, so please do follow us on Facebook.

  1. Are you doing any colors in adult sizes?

Yes! Black is due end of May and the pack with five vibrant colors will be available around mid to late June. Please follow us on Facebook as we will post as soon as new products become available; www.facebook.com/msshape.  We will also send an email blast, so please ensure you are registered on our site, however some email spam filters block email blasts from commercial websites, so please do follow us on Facebook.

  1. Which way do I wear the mask?

We have updated our instructional sheet to address this question which has been asked by many people; The open sides should be on the inner side, next to your mouth. Then which loop goes over which ear is dependent upon your face shape, on the whole people find having the red loop over the right ear works best, however for different nose bridge dimensions, or chin shape, switching around means it fits better. Please experiment and see which way stays put without making you feel uncomfortable.

  1. USPS does not show movement on my order:

USPS like other carriers are struggling immensely – first class used to take about 5 days across country – we are now seeing 14 – 15 days as an average, priority used to take 2-3 days, now it’s taking 7 – 8 days. Tracking information at certain processing hubs is not updated quickly so it looks like parcel hasn’t moved for days, we have two particular hot spots from where we dispatch – Los Angeles and Ontario, most of our packages have to go through these and we are seeing much delay. On the east coast cities such as New York, Chicago, Miami are seeing delays.

 

If your package does not show being received by courier 3 days after we have advised you its shipped please email lostpackageclaim@elle.co.uk . This is a dedicated email account setup to investigate and track parcels, and if need be we will send you a new order by UPS Priority Mail. Please do not use the email address for any other correspondence, it will not be responded to, and also please do not contact us before the 15 days are up – even if you paid for expedited shipping, as we cannot do anything at our end to hurry matters along. You are of course welcome to ring the couriers yourself to see if you can access any further details.

  1. Courier is showing delivered, but I have not received the package;

Please firstly check around the outside of the house in case it was left somewhere, please ask family or neighbors in case anyone has taken it in. Please do check your mailbox, a single pack of five is not a large package and it will fit neatly into a mailbox. Please give it another couple of days from when it says delivered – as occasionally USPS have said delivered a day or so before it has been (a little cheeky, we know!!). If all of that fails and you still don’t have package, please email lostpackageclaim@elle.co.uk and we will open a theft from mail fraud claim and we will send you a replacement item by UPS Priority Mail. USPS may then contact you for details for their investigation.

  1. Do you have products in stock and how long do you take to process orders?

We have warehouses full of masks and tights, if it is showing in stock on the site and allows you to check out, then we have it. We are typically taking about a day to process orders, quite often its same day, occasionally its just over a day if there has been a big influx on that day. Please note for security purposes we no longer give the warehouse location, and rather the label indicates our returns QC check address, where no masks or tights are stored, however currently all shipping does take place from California.

  1. I want to return, or I have a QC issue

Please note we have stated clearly on the site we do not take returns for health and hygiene reasons. We could not re-sell any returned masks, even if customer states package was not opened, and they would have to be destroyed. We have been very careful to both visually and in text depict the masks as they are, so there is nothing which could be misleading about the mask at the point of sale.

Our masks have the primary function to protect, and anything else such as being a design or color has been a secondary consideration, and whilst people may like the designer cloth or homemade masks with fun patterns, they are similar to having a scarf around your face; ours have 3 fundamental protective features – Anti-microbial silver ion infused fiber, organic and certified safe for humans enhanced antimicrobial treatment, enhanced and certified safe for humans water repellency treatment, all good for at least 20 – 25 washes; so the choice, protection or fashion?

Having said that, we do not wish unhappy customers, so if you feel strongly about your purchase, or there is some QC issue, then please email us at qc@elle.co.uk with details for a return/replacement and or refund.  Thank you.

  1. I paid expedited shipping and the parcel took so much longer:

We are sorry, your payment goes to the courier; we are taking fallout from their failings, and as you are our customers we have done everything we can to try and make it right, however please do understand, once the parcel leaves our hands, there is very little we can do. If you really want assurance you will receive it on time, then use UPS next day or 2 day air, they are almost delivering as per their proposed service levels, and if you contact them, you can easily talk to someone and get an answer. 

  1. I want to buy bulk, do you do discounts and do you have stock available for large volumes?

Yes, we are having increasing enquiries from employers and organizations wishing to protect their staff or members.  Please read https://msshape.com/pages/bulk-ordering-of-face-masks for details. In short, we can supply any quantity in either a single, 2pack or 5 pack denomination, and lead time is usually a few days only from receipt of purchase order or payment by BACS. Please email to discuss further.

  1. I love your product and want to say thanks!

Thank you!!! It will make our day – tights were a passion for us, but masks have become a whole new emotional roller coaster!! Having your lovely comments keeps us going, so we ask can you please put your thanks, or other comments online, in the product review? For mask the link is about ¾ of the page down, titled: ‘write a review’: https://msshape.com/collections/protective-masks/products/protective-mask-5-pack-washable-large-size-free-shipping

  1. I hate them!

Well, its a passionate love or hate relationship, but thankfully out of the thousands of ‘loves’ there’s only been a handful of ‘I hate’. If you do hate, please email qc@elle.co.uk  and we will discuss your reasons, and hope we can convert you!

We believe we have covered about 95% of the email and telephone call subjects which we encounter. If your query is not answered in above, please email and we will get back to you.

  
What if I have an urgent question, can I call and speak to someone to discuss?
Yes, you can call +1 805 294 2986 between the hours of 8.00 am and 5.00 pm Pacific Coast Standard time, (Mon - Fri).

General Non Covid-19 FAQs

Do you ship overseas?
Yes, our products are shipped worldwide using global and national courier services. We work hard to buy the best discounted courier rates, and all savings are passed on the you. 


What can I do to prolong the life of my Ms Shape product?
Take care when putting the product on or taking off to avoid catching the fabric with your nails or jewelry. Avoid walking about without footwear as some flooring may damage or catch the fabric, and follow the wash instructions carefully. Regular gentle wash and dry benefits the fibers. 


What if I change my mind, can I return them?
Yes, you can return unworn products within 30 days of purchase. 


Do you accept all major cards?
Yes, we accept all major credit cards from around the world, including Diners Club and American Express. We also take PayPal and Amazon Pay, so your checkout experience can be simple and familiar, with the comfort of the backing provided by PayPal or Amazon to all their members. 


What do I do if once I have placed my order I want to change it?
Unfortunately during Covid-19 we are unable to change orders as the volume of communication means most likely we will not see your request before the order is shipped.

If the change is really urgent then you can phone us at +1 (805) 294 2986 in the US, but please be prepared for busy lines - we do not operate the voicemail system.


If the order has already left our warehouse, you can order anything new you previously did not order, and return any unwanted items when your order arrives, we take back any unworn goods within 30 days of order date. The returns policy excludes masks, for health and hygiene concerns.


Can I track and trace my parcel?
Yes, please use the tracking number provided against your order. We work with the main couriers, and in majority of cases they are able to provide full online tracking, and generally if you copy and paste the tracking number into google search, it will automatically detect the courier and provide tracking information.


What do I do if my order does not arrive?
Please contact us and we will look into this for you, during Covid-19 please allow at least 15 days before you contact us - unless you paid expedited next day or 2 day UPS shipping.  


What do I do if the order is wrong, damaged or incomplete when I receive it?
Please contact us  and we will put this right to your satisfaction. We pride ourselves on our customer service and we will do all we can to resolve all issues.   


What do I do if I order multiple items and want to keep some but not all?
That's fine, simply keep what you want and return the other items, we will refund you accordingly. 

 
Shall I order a smaller size so that I get better effect?
No, please order your correct size, based on your height, dress size and body shape. Our tights have been carefully sized and made to accommodate the shape and size as per the measurements, and if you get something smaller, you will find it will not be as comfortable and may also cause tight to ladder. If you are in-between two sizes, then order the larger size.