FAQ

I cannot access my account, what should I do?
If you cannot access your account, please check the spelling of your email address and password. If you’re still unable to log in, you can request a new password by clicking the ‘Forgot password’ link to reset your password.


Are our items/products authentic?
Products sold on MASKA are 100% authentic. We source from brands and reliable partners across the world, who have the most stringent standards, to ensure only quality products make their way to you.


Can I amend my order once it is placed?
If you need to amend any details (such as delivery address,) please contact our customer service immediately via the chat on our website or via LINE. Quote your ORDER ID and notify us of the changes. Please note that once an order has been shipped it cannot be cancelled or amended.


How do I know if my order was successful?
If your order is successful, you will receive an automated e-mail to confirm that your order has been received and is being processed. If you have paid and confirmed the payment but have yet to receive an email, please check your SPAM.


Can I cancel an order after it has been placed?
Once an order has been placed, it cannot be cancelled.


When will my order ship?
Orders are processed for delivery Monday to Friday between 9am – 5pm, not including public holidays. If you place your order over the weekend or on a public holiday, it will be processed and sent out the next business day (Monday to Friday).


Can I track my order?
Yes, we send order updates to you on the email associated with your order. You can also login with your email to check order status on the website. In case you have any issues write to info@maskastore.id and we’d be happy to assist you.


What payment methods does MASKA accept?
At this moment we only accept bank transfer, and other forms of payment will be accepted in the near future.


How do I use my coupon code?
Upon checkout, there will be a box for your coupon code. Please enter a valid coupon code and click “Apply.” The total amount you have to pay will be automatically updated with the discount.



Complaints made after 24 hrs from the delivered date will be regarded as invalid. No refund is allowed.