FAQS

Welcome to UNCU London!

Our customer service team is always here to help! Whether it's an order query or care advice, give us a shout at hello@uncu.london or call our friendly team on +44 330 113 9239 Monday - Friday 9am-6pm.

 

You can also message us directly on:

  • Live Online Chat (Monday - Friday 9am-6pm)
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Frequently Asked Questions

How can I make changes to my UNCU London order?


Simply email us at hello@uncu.london within 12 hours and be sure to include your order number! If you would like to change your order to a different product, please also include the URL or the new product. Please note that we are unable to change the order once it has been shipped.


How do I know if my order was placed successfully?


If you have received an order confirmation email from us, your order was placed successfully and your new UNCU London mask it's on it's way to you! You can also log into your account to view your order history and search for your most recent order. If you didn't create an account with us - your order confirmation will be in your inbox! Due to current conditions with COVID-19, you may experience some shipping delays out of our control. All delivery times given are estimates. We are working hard to process all orders same day.


How long does my order take to ship?


Shipping time depends on type of service you choose and the destination country. All UK orders are processed within 24 hours and shipped the following or same day. (depending on the time you place your order). Orders received before 4pm will be shipped the same day. All our UK orders are sent with Royal Mail and they usually deliver within 2-3 days. If you would like to know the estimated delivery time and shipping fee, please select the destination country on the checkout page to get an idea of the approximate timeframe. 


Do you ship worldwide?


Yes we do. Our shipping policy is still between 2-7 business days for EU countries and 5-10 business days for all other countries. You will receive a confirmation email to let you know when your order has ben shipped and is on it's way to you. If you have selected the Tracked & Recorded service, you will receive an email with the tracking number. Spend over £50 and get free delivery!


I have forgotten to add on a promotional offer, how can I claim?


Please email us at hello@uncu.london with your promotional offer code and we will be happy to look into it. Ensure you include your order number and of course the discount code / offer that you are after. Unfortunately, we are unable to apply the adjustments 3 days after date of order, or the promotion expiration date, whichever comes earlier.


Does my UNCU London Mask help me protect against Coronavirus?


UNCU London masks are not medical masks and cannot replace social distancing measures. Our face masks cannot be used as personal protection equipment (PPE). What they can do is help you keep your germs to yourself (and don’t forget to wash those hands). For more information, please check Public Health England website for detailed PPE guidelines on face coverings and when to wear one.


Who should wear a mask?


Face masks have been designed for anyone in the general public and non-health care workers, leaving the medical grade PPE masks for those working on the frontline.

What material is my UNCU London Mask made of?


Our cotton face masks are made of breathable cotton and polyester. The outer layer is 100% polyester with stretch and the inner lining is made from 100% cotton to ensure it is comfortable and breathable. All our silk face masks are made made of luxury grade 6A 22 momme 100% Mulberry silk inner and outer.


Why choose silk pillowcase instead of standard Egyptian cotton?


Unlike satin or cotton pillowcases, Silk is naturally better for skin and hair, reducing friction by 43% whilst also maintaining hydration and not stripping the skin & hair of its natural oils. Sleeping on a silk pillowcase will cut down on static, frizz and make your blow-dry last longer in addition to fighting wrinkles and fine lines. Silk is also hypoallergenic, breathable, temperature regulating and uninhabitable by dust mites (recommended for asthma & eczema sufferers). 

Will my mask fit me?


This is unique to end user facial features, you will find the exact sizes for each mask on the product page, so you can see if it fits before ordering. Despite all our masks being unisex, our cotton face masks are available in 2 sizes to fit both male and female. You will find the larger masks as (L) and smaller fit as (S). Due to high demand the materials may vary from order to order but the quality and specifications will remain the same.


Is it okay to share masks?


No. You should never share face masks.


Can I return my face mask if I change my mind?


No. For safety reasons, all face masks purchased are final sale and cannot be returned due to hygiene reasons unless faulty.


What type of filters should I use for my cotton mask?


We use a tightly weaved material which allows for maximum breathability and comfort. We also sell the 5 layer PM2.5 filter inserts which has, to date, been reported by the industry as effective filters for this purpose. All out cotton masks come with a free filter.


How do I wash and take care of my cotton and silk products?


Please refer to our Care Instructions page here


Are any of your products available in store?


No. Currently our products are only available exclusively online on our website.

Can I buy in bulk and stock your products?


Yes. For wholesale and stockist enquiries please email us at hello@uncu.london


I am confused about the different sizes for cotton and silk masks


Size Small: 21cm x 12cm x 6cm is suitable for a young-teen face and of course a female face or our male customers with a smaller face frame. Size Large: 23cm x 16cm x 6cm is suitable for larger face and especially for guys with those big beards who may otherwise struggle getting both nose and chin in the mask!


What will you do with all the old TooFaced London stock?


All our old stock has been added to sale section on our website - so grab a bargain! Any leftover stock we can't sell will be donated to local care homes and charities in London. If you know an organisation or charity in need of cotton face masks - please drop us an email at hello@uncu.london. We will ship both small or large quantities to those who need it the most.

What does Oeko-Tex Certified mean?


Oeko-tex is an independent testing and certification body that focuses on the quality and safety of the textiles being used. The STANDARD 100 by OEKO-TEX® certificate is the world’s leading ecological mark for textiles. Any textile article bearing the mark has been evaluated and approved by an internationally-renowned institute and assures the consumer that the article is free of harmful substances. All our silk products are Oeko-Tex Standard 100 certified.  

What type of dye do you use in your silk products?


All our silk products are inspected at every stage of the production process and fully comply with ISO9001 and The International OEKO-TEX® STANDARD 100. We work with one of the largest and longest running silk suppliers in the world. Our silk is the very best available and we only use non-toxic silk dye.

Are all UNCU London silk products hypoallergenic? 

Yes. All our silk products are hypo-allergenic and recommended by dermatologists and asthma & eczema specialists worldwide.