We have created this brief guide to answer any questions you may have about shipping purchases made on our website and app.

CONFIRMATION AND DELIVERY TIMES

Once your purchase is complete, you will receive a confirmation email specifying the contents of your order.

Once your payment has been successfully processed, we will send your order by parcel service and you will receive an email with the tracking number. With this number, you can easily track its status on their website.

Orders are delivered within approximately 5 to 7 business days throughout most of the national territory. Please note that this time may be slightly longer in certain areas of the country that the parcel service has designated as "extended zones."

EXPRESS SHIPPING

Available in Mexico City through Flapp parcel service. By choosing this option, your order can arrive within approximately 3 hours after your purchase.

It is important that you are attentive to your phone, as you will receive the tracking link and the messenger will contact you via WhatsApp.

Please note that the messenger will only wait up to 12 minutes at the address upon delivery. If the delivery is not completed, the service will be canceled and the order will be returned to our warehouse, so it will be necessary to cover a new shipping cost to reschedule it.

RETURNS

If an item is not to your liking or doesn't fit, don't worry: you can request a return by sending an email to devoluciones@mascaradelatex.com

In your email, you must provide us with the following information: order number, items you wish to return, reason for the request, and whether you prefer a refund or a gift card.

Once we have verified the information, you will receive the shipping label and instructions via email to process it.

The return of the package may take up to 4 business days. The refund will be processed within 72 hours of receiving the items and may be reflected up to 10 days later, depending on your bank's policies.

Important:
Items must comply with our return policy; otherwise, the request will not be accepted and the product will be returned.

Products purchased with discount cannot be exchanged or returned, both on mascaradelatex.com and in physical stores.

I NEED MORE HELP

Remember that we offer personalized assistance regarding shipments and the entire purchase process through our official channels (Facebook Messenger or by email).

You can also call us at 5590178034

We will answer your questions during the following hours: Monday to Friday from 9:00 to 18:00.