Terms of service

Last updated: 4 Oct 2026

1. About these terms

These terms apply whenever you visit our online store or place an order with us. By using the store or ordering, you agree to them. If you don't agree, please don't use the store.

FurFace ("we", "us", "our") is an online store based in the United Kingdom. We sell animal-themed ski masks and balaclavas to customers around the world. You can contact us at hello@furface.org.

These terms sit alongside our Privacy Policy and any other policies published on our store. Please read them before you order and keep a copy for your records.

Nothing in these terms removes or limits the legal rights you have as a consumer in the country where you live.

2. Using our store

You must be 18 or over to place an order. If you're under 18, you need a parent or guardian to order for you and accept these terms.

The details you give us must be accurate and complete, including your email and delivery address. If you create an account, keep your login details secure. You're responsible for activity on your account.

You must not:

  • use the store for anything unlawful or fraudulent
  • interfere with the store's security or operation, or introduce malicious code
  • use automated tools to scrape, harvest or copy content or data from the store
  • place orders for resale without our written agreement
  • impersonate another person or use a payment method you're not authorised to use

If you break these terms, we may cancel your orders, suspend your access or close your account.

We work to keep the store available, but we don't promise it will be uninterrupted or error-free. We may update, suspend or withdraw any part of it at any time.

3. Our products

We describe and photograph our products as accurately as we can. Colours may look slightly different on your screen. Sizes and measurements are approximate, and small variations in shape, stitching and fur texture are normal.

Some of our adverts and social media content use stylised, edited or computer-generated imagery. The photos and description on the product page show what you'll receive.

Our products are sold for personal, non-commercial use only.

Wearing our masks safely

  • Our masks are fashion and cold-weather accessories. They are not personal protective equipment and don't protect against impact, injury or illness.
  • A mask is not a substitute for a helmet, goggles or any other safety equipment.
  • Before skiing, snowboarding, riding or any other activity, check the mask doesn't restrict your vision, your breathing, or the fit of your helmet and goggles.
  • Keep masks away from open flames and high heat.
  • Our masks are not toys. Young children shouldn't wear them unsupervised.
  • Follow the care instructions supplied with your product.

Wearing our masks lawfully

Some countries, venues and situations restrict or ban face coverings. Examples include banks, shops, airports, public transport and public events. You're responsible for how and where you wear our products.

4. Prices and payment

The price you pay is the price shown at checkout, in the currency shown there. Prices include UK VAT where it applies. Delivery charges are shown before you pay.

For orders delivered outside the UK, our prices don't include import duties or local taxes unless checkout says they do. See section 6.

You pay in full when you place your order, using one of the payment methods offered at checkout. Payments are handled by third-party payment providers. We don't see or store your full card details. If your card is in a different currency, your card provider may apply its own exchange rate and fees.

We may change our prices at any time. A price change won't affect an order we've already confirmed as dispatched.

Mistakes happen. If we find an obvious pricing error before dispatch, we'll contact you so you can pay the correct price or cancel for a full refund.

Discount codes must be entered at checkout and can't be added afterwards. Unless we say otherwise, only one code can be used per order. Codes have no cash value, and we may withdraw them at any time before you order.

5. Orders

Placing an order is an offer to buy from us. The order confirmation email only confirms we've received your order. The contract between us is formed when we email you to confirm your order has been dispatched.

Please check your order confirmation straight away and email us if anything is wrong.

We may decline or cancel an order before dispatch if:

  • the item is out of stock or no longer available
  • there was an error in the price or description
  • payment fails or we suspect fraud
  • we can't deliver to your address
  • the order appears to be for resale or exceeds a quantity limit

If we cancel, we'll tell you by email and refund everything you paid for that order.

You can ask us to change or cancel your order before dispatch by emailing hello@furface.org. Once an order has been dispatched, the returns process in section 7 applies.

6. Delivery

We deliver worldwide, though there are some destinations we can't ship to. Checkout shows the delivery options, costs and estimated delivery times for your address.

Delivery times are estimates and start from dispatch. Orders may be dispatched by fulfilment partners located outside your country. If you order more than one item, they may arrive in separate parcels.

If your order is late. 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.

Your address. Please make sure your delivery address is complete and correct. 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. We won't refund the delivery charge.

Customs duties and import taxes. Orders delivered outside the UK may be charged import duties, taxes and carrier handling fees when they arrive. Your local customs authority or the carrier sets these charges, and we can't predict them. They are your responsibility unless checkout says they're included. If you refuse to pay them and the parcel is returned or abandoned, we may deduct our delivery and return costs from any refund.

Risk and ownership. A product is your responsibility from the moment it's delivered to the address you gave us. You own it once we've received payment in full.

If your parcel arrives damaged or appears to be lost, email hello@furface.org with your order number and we'll put it right.

7. Returns and refunds

You have 14 days from delivery to tell us you want to return an item for a refund. This is the only change-of-mind return we offer. We don't accept returns outside this window, and we don't offer exchanges.

  1. Tell us within 14 days. The 14 days start the day after your order is delivered. If your order arrives in separate parcels, they start the day after the last parcel arrives. Email hello@furface.org with your order number and the items you're returning. You can use the form at the end of these terms, but you don't have to.
  2. Wait for our reply. We'll email you the return address and instructions. Please don't send anything back before you hear from us.
  3. Send the item back within 14 days of telling us. You pay the return postage. Use a tracked service and keep proof of postage, because the item is your responsibility until it reaches us.
  4. Get your refund. We refund within 14 days of receiving the item, or of receiving proof that you've sent it, whichever is earlier. Refunds go to your original payment method.

Condition of returned items. You can try an item on as you would in a shop. It must come back unworn, unwashed and undamaged, with its original packaging and tags. If an item has been handled beyond trying it on, we may reduce your refund to reflect its loss in value. For an item we can't resell, that reduction can be the full price.

What we refund

  • The price you paid for the returned item.
  • For orders delivered in the UK or EU, the standard delivery charge you paid, if you return your whole order. If you chose a faster delivery option, we refund only the cost of standard delivery.
  • For orders delivered anywhere else, the original delivery charge isn't refunded unless your local law requires it.
  • Import duties and taxes paid to a customs authority are not ours to refund. You may be able to reclaim them from that authority.

If you'd like a different product, return the original for a refund and place a new order.

Faulty, damaged or incorrect items are covered by section 8, not this section.

8. Faulty, damaged or incorrect items

If your item is faulty, arrives damaged, or isn't what you ordered, email hello@furface.org. Include your order number, a short description and photos. We'll put it right with a refund, repair or replacement, in line with your legal rights.

You won't pay to return a faulty or incorrect item. We'll either cover reasonable return postage or tell you there's no need to send it back.

Your rights in the UK. Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality. In summary:

  • Within 30 days of delivery, you can reject a faulty item for a full refund.
  • Within 6 months, we must repair or replace a faulty item. If that doesn't work, you're entitled to a refund.
  • After 6 months, you may still have a claim, depending on the fault and how long the product should reasonably last.

This is a summary only. For free advice on your rights, contact Citizens Advice.

Your rights outside the UK. You keep any rights you have under the consumer law of the country where you live.

Fair wear and tear, accidental damage, misuse and damage caused by ignoring the care instructions are not faults.

9. Intellectual property

Everything on our store belongs to us or to those who license it to us. That includes the FurFace name and logo, product designs, text, photos, videos and graphics.

You may view the store and its content for personal, non-commercial use. You must not copy, reproduce, modify, distribute or use any of it commercially without our written permission.

10. Reviews and content you share

Any review, photo, video or comment you submit to us must be your own genuine experience. It must not be unlawful, offensive, defamatory or misleading. It must not infringe anyone else's rights or include another person's personal information.

You keep ownership of what you submit. You give us a non-exclusive, royalty-free, worldwide licence to use, reproduce, edit and publish it on our store, on social media and in our marketing.

We don't publish fake reviews. We may remove any content that breaks these terms or that we can't verify as genuine.

Our store is hosted on Shopify, which provides the e-commerce platform we use to sell to you. Payments and deliveries are handled by third-party providers. Their own terms and privacy policies apply to the services they provide.

Our store may link to other websites. We don't control them and aren't responsible for their content, products or practices.

12. Privacy

We only use your personal information as set out in our Privacy Policy. It explains what we collect, why we collect it, who we share it with and the rights you have over it.

13. Our liability to you

We don't exclude or limit our liability where it would be unlawful to do so. That includes liability for:

  • death or personal injury caused by our negligence
  • fraud or fraudulent misrepresentation
  • breach of your legal rights in relation to our products, including those summarised in section 8
  • defective products under the Consumer Protection Act 1987

If we fail to comply with these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care. Loss is foreseeable if it's obvious it will happen, or if we both knew it might happen when the contract was made. We're not responsible for loss that isn't foreseeable.

We supply products for personal use only. If you use them for business or resale, we're not liable for loss of profit, loss of business, business interruption or loss of business opportunity.

Skiing, snowboarding and other outdoor activities carry risks that our products don't reduce. Subject to the first paragraph of this section, we're not responsible for loss or injury caused by using a product against the guidance in section 3 or the instructions supplied with it.

14. Events outside our control

We're not responsible for delays or failures caused by events outside our reasonable control. Examples include severe weather, strikes, carrier or customs delays, supplier failures, pandemics, war and technology outages.

If this happens, we'll let you know and do what we can to limit the delay. If the delay is substantial, you can cancel and get a full refund for anything you've paid for and not received.

15. Changes to these terms and other important terms

We may update these terms from time to time. The date at the top shows when they last changed. The terms in force when you place an order are the ones that apply to that order.

  • Transfers. We may transfer our rights and obligations under these terms to another organisation, for example if we sell the business. This won't affect your rights. You may only transfer your rights to someone else if we agree in writing.
  • No third-party rights. This contract is between you and us. Nobody else can enforce any of its terms.
  • If part of these terms is invalid. Each paragraph of these terms operates separately. If a court decides any of them is unlawful, the rest remain in full force.
  • Delay in enforcing. If we don't insist straight away that you do something these terms require, we can still require it later.
  • Language. These terms are in English, and we'll communicate with you in English.

16. Governing law and disputes

If something goes wrong, please email hello@furface.org first. We'll do our best to resolve it quickly and fairly.

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring them in your local courts.

If you live outside the UK, you keep the protection of any mandatory consumer laws in your country. You may also be entitled to bring proceedings in your local courts.

17. Contact us

Email hello@furface.org about anything to do with these terms, your order or a return. Email is the only way to reach us, so please include your order number.

Returns form

Using this form is optional. If you'd like to use it, copy it into an email to hello@furface.org.

To: FurFace, hello@furface.org

I am cancelling my order for the item(s) below and would like a refund.

  • Order number:
  • Item(s) being returned:
  • Date ordered:
  • Date received:
  • Your name:
  • Your address:
  • Today's date: