Shipping policy
Last updated: 4 Oct 2026
We ship to 13 countries, delivery is free, and every order is dispatched within 3 working days.
Where we ship
We deliver to these 13 countries:
- United Kingdom
- Europe: Croatia, Czechia, France, Germany, Hungary, Norway, Poland, Portugal, Romania, Spain
- North America: Canada, United States
We don't currently deliver anywhere else.
Dispatch
Orders are shipped within 3 working days of being placed. Working days are Monday to Friday, excluding UK public holidays. Orders placed at a weekend or on a public holiday are treated as placed on the next working day.
You'll get two emails from us: one confirming your order, and one when it ships.
Dispatch can take a little longer during sales and busy periods. If your order will be delayed, we'll email you.
Shipping cost
Shipping is free on every order, to every country we deliver to. There's no minimum spend.
The only extra you might pay is an import charge on an international order. See "Customs, duties and taxes" below.
Delivery times
The estimated delivery time for your address is shown at checkout. It starts from the day your order ships, not the day you place it.
Delivery times are estimates, not guarantees. International parcels can take longer if they're held at customs or delayed by the local carrier.
Orders may be dispatched by fulfilment partners located outside your country. If you order more than one mask, they may arrive in separate parcels.
Tracking your order
Your shipping email includes a tracking link wherever tracking is available for your destination. Tracking can take 24 to 48 hours to update after dispatch.
If the link hasn't updated for several days, or you can't find your shipping email, contact hello@furface.org with your order number.
Customs, duties and taxes
Orders delivered outside the UK may be charged import duties, taxes or a carrier handling fee when they arrive. Your local customs authority or the carrier sets these charges, and we can't predict them.
These charges are your responsibility unless checkout says they're included in your order. If you're unsure what applies, check with your local customs office before ordering.
If you refuse to pay an import charge and the parcel is returned or abandoned, we may deduct our delivery and return costs from any refund.
If something goes wrong
Wrong address. Check your delivery address before you pay. If you spot a mistake, email us straight away. We can only change an address before the order ships. If a parcel comes back to us because the address was wrong, or because it was refused or not collected, we'll refund the item price once we receive it.
Late delivery. If your order hasn't arrived within 30 days of the order date, or by the end of the estimated delivery window shown at checkout if that's later, email us. You can choose a replacement or a full refund.
Lost or damaged parcels. If tracking shows a problem, or your parcel arrives damaged, email us with your order number and photos of any damage. We'll replace the item or refund you.
Returns
Returns are covered by our Refund Policy and our Terms of Service. Please email us before sending anything back, so we can give you the return address.
Contact us
Email hello@furface.org with any question about your delivery. Please include your order number.