Your Questions Answered

About our masks

What qualifications do you have to make face masks?
Let’s not beat around the bush here. We’re not scientists, epidemiologists or virologists. In fact, we have no medical qualifications. So how do we know what we’re doing? Good question. In a word: research. And a lot of it. We researched every aspect of face mask making from the fit, to fabrics, to size and filtration. We’re proud of our masks. We wear them ourselves, as do our families.

What protection do face masks provide?
By wearing a face mask you decrease the chance of passing on the virus to people around you. It helps you protect others.  Our non-medical face masks are constructed using two layers of fabric. In between these two layers is a HEPA filter which delivers an additional six layers of filtration across the whole mask. But, a face mask alone will not stop you from contracting the virus. You should still be following social distancing rules and washing your hands regularly.

What is a HEPA filter?
‘HEPA’ stands for high efficiency particulate air. It’s basically a mat made up of six layers of randomly aligned fibres. And it is incredibly effective at capturing almost every size of particle. It filters out the bad stuff. The HEPA filter is not visible as it’s ‘sandwiched’ in between the outer and inner layers of fabric. And that in a nutshell is what our HEPA filter does. Now you know.

 

Who makes your face masks?
All our face masks are made in the UK. In Somerset to be precise. They are handmade by a collective of seamstresses who from home. Our face masks are made with meticulous attention to detail and to the highest standards of quality. We’re more cottage industry than big corporate. And that suits us fine.

What are the masks made from?
Our masks are made using two layers of fabric. Plus a HEPA filter which offers an additional six layers of filtration. The fabric on the outside layer of our face masks is either cotton or silk. The fabric on the inside is always cotton. We have chosen these fabrics because they are breathable and washable as well as being comfortable to wear. We hope you agree.

Are your fabrics sustainably sourced?
As far as we know, yes. We say ‘as far as we know’ as we do not have the resources to do extensive and thorough supply chain audits on all our suppliers. We’re just trying to be as transparent as possible with you. But we do go out of our way to choose suppliers that have the best sustainability polices, practices and reputations. We aim to ensure our environmental footprint is as small as possible. We try to do our bit to be a force for good.

Taking care of your mask

Can the face masks be machine washed?
Yes, they can. We recommend that you wash your face mask at 40 C or up to a maximum of 60 C. So that it’s fresh as a daisy for when you wear it again.

Is there a limit to how many times the face mask can be washed?
We suggest that you replace the mask after you have washed it about 150 times. This is because the effectiveness of the built-in HEPA filter will start to decrease after that number of washes. It’s not an exact science but that’s our best view.

Is it ok to tumble dry the face masks?
We suggest you do not tumble dry the face mask but rather dry it flat ideally in direct sunlight. Our masks are happier in the sun.

Is it ok to iron the face masks?
No, definitely not. It’s not good for them. The heat from the iron will melt the built-in HEPA filter which will make the mask useless. Which we definitely do not want.

Shipping, packaging and returns

When will I get my face mask?
We start preparing your order the day after you place it. And we aim to have it ready and packed within 5 business days. We then ship it to you using the Royal Mail Tracked 48 service. Our masks are handmade so it takes a little longer than those off-the-shelf ones. But we think it’ll be worth the wait. We are currently only offering tracked postage to make sure you get your mask on time. There have been lots of issues with ‘normal’ postage which is why we’ve decided to avoid it. At least for now.

I haven’t received my order and/or dispatch confirmation email?
The first thing to do is to check your spam or junk email folders. Sometime these automated emails sneak their way in there. So check there first. If you’ve not received your ‘order confirmation’ email within 24 hours of placing your order then email us at staysafe@faceDFNDR.com and we’ll sort things out for you. If you’ve not received your ‘order dispatched’ email within 7 days of placing your order then email us at the same address as above.

How is the face mask packaged?
Each face mask order is carefully wrapped in tissue paper and packed in a custom-made cardboard case with the faceDFNDR logo on the front. A care card is also included which explains how best to look after your mask. You’ll be glad to hear that all of our packaging is made from recycled materials. We’ve been told that it feels like opening a present when it arrives. Lucky you.

What is your returns policy?
Our returns policy is going to sound strict but we have to consider health and hygiene first and foremost. For that reason, we will only accept returns if the face mask is unworn, undamaged, unmarked and odour free. The face mask also needs to be in its original packaging. The face mask needs to be returned to us within 14 days of receiving it for a refund to be considered. Please retain a ‘proof of posting’ receipt from your shipper as without this we cannot be held responsible for items that fail to reach us.

Will you refund me the cost of return postage?
No, in normal circumstances we do not provide our customers with refunds to cover their postage costs. In the unlikely situation that the face mask is faulty in some way or the order is incorrect we will refund your postage.

What address do I use to for returns?
Our address is as follows:
faceDFNDR, 206 Cheddon Road, Taunton,
Somerset TA2 7AP, England

Who do I contact to discuss returns further?
If you’re not sure what to you or whether you can return your face mask then please drop us a line at staysafe@faceDFNDR.com. We’ll make every effort to sort things out for you.

Supporting the NHS

Which part of the NHS benefits from your profits?
As we are a Somerset-based business we wanted to show our support for a local NHS Trust. 5% of all our profits go to the Weston Area NHS Trust as a small gesture for all their brave and tireless work on all our behalves during these unprecedented times. And if you decide to buy one of our face masks, we also thank you for supporting our local NHS Trust.