FREQUENTLY ASKED QUESTIONS (FAQs)

Below are some common questions and answers that may help you in case you have questions. If the below does not answer your question, please contact us at info@protect.care.

WHAT IS THE SIZING OR FIT OF YOUR FACE COVERS?

One size fits all (16+). Unisex.

WHAT KIND OF MATERIALS ARE USED FOR THE FACE COVERS?

Outer layer: 100% Cotton Poplin or Oxford

Inner layer: 100% Cotton Jersey

HOW ARE YOUR PRODUCTS DIFFERENT FROM OTHERS ON THE MARKET?

Our products are crafted with hand-picked vegan-friendly materials and plant-based ingredients.

Our face covers are double-layered constructed with the highest quality washable cotton, manufactured to high-grade technical specifications and featured hand-stitched, embroidered branding. Re-usable and Machine Washable.

HOW CAN I ORDER AN ITEM?

Once you have found what you’re looking for, select your size and colour, then click ‘BUY NOW’ to add the item to your SHOPPING CART.

Click on ‘PROCEED TO PURCHASE to complete your order.

Review the items in your shopping cart anytime by clicking on the ‘SHOPPING CART’ icon at the top of the page.

You can also add products to your Wish List or use the ‘REMOVE FROM SHOPPING CART’ link to delete items from your shopping cart.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No, you don’t need an account to complete a purchase. However, if you register with us, you can:

  • Gain access to your Wish List and Recommendations
  • Get notifications when new stock arrives
  • Add sold out items to your wish list
  • Save your address for faster shopping
  • Manage your account details, order history, and email preferences
  • See order status.

HOW SAFE IS INFORMATION I PROVIDE?

We follow all legal procedures to ensure the privacy and security of your data. Our technology and security policies cover storing and use of all information provided by you, as well as measures designed to prevent unauthorised access or use. When you place an order or access your account information, we use the latest SSL encryption to ensure it’s protected from unauthorised use.

WHAT ABOUT COOKIES?

We use our own and third-party cookies to improve your experience and services by analysing how people use our website. By continuing to use the website, we understand that you accept its use. Click here for more information on our Cookies Policy.

I HAVE FORGOTTEN MY PASSWORD.

If you have forgotten your password, change it here or follow the ‘Forgot your password’ instructions on the ‘Login’ page. Once you have clicked on “Forgot your password”, a new password will be sent to your registered email address. Please check your Spam / Junk box if you do not receive such an email within a couple of minutes. For security reasons, we are unable to send your password via email.

WHICH ARE THE PAYMENT METHODS DO YOU ACCEPT?

We accept the most common payment methods such as PayPal, Apple Pay, Google Pay, Visa, MasterCard, and American Express cards.

Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Stripe. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

ARE THERE ANY ADDITIONAL CHARGES FOR TAXES AND (IMPORT) DUTIES?

By default, product prices include VAT. Besides, certain countries apply import duties, including Switzerland and Norway. Any such duties and further charges will be clearly identified on your invoice. When your country is not listed in the shipping list, please contact us at info@protect.com.

WHEN WILL MY ORDER BE SHIPPED?

After placing an order, you will receive a confirmation email. Orders are normally processed within 24-48 hours if placed on a business day. Any of our Promotional or Holiday Sales may delay our processing time. Contact us if you have any concerns about your order.

HOW CAN I TRACK MY ORDER?

We’ll send you an email with a track and trace number of your shipment, along with a tracking link and, if available, an estimated time of arrival. The tracking number allows you to keep track of the status of your shipment.

I DID NOT RECEIVE A SHIPPING NOTIFICATION.

It might be that the e-mail ended up in your spam/junk box. Please check your spam/junk mailbox. If no email is found, please contact us via email: info@protect.care

WHAT IS YOUR RETURN POLICY?

For hygienic and sanitary reasons, face covers cannot be returned, other than when a manufacturing defect appears. You have 14 days after purchase to decide whether to keep your items. If you are not pleased with your item(s), please contact us via email at info@protect.care. Please state your name, the order number, the article number and your reasons for returning the item(s), so we can continue to improve our products and services.

We will then send you an email with details for your return shipment.

As soon as the returned item(s) are received in our warehouse and inspected, we will issue the refund.

WHAT IS YOUR ADDRESS?

Our logistics centre is located at Księcia Ziemowita 59, 03 885 Warszawa, Poland.

Our company’s address is 71-75 Shelton Street, Covent Garden, London, Greater London, WC2H 9JQ, United Kingdom.

ARE YOUR PRODUCTS ETHICALLY SOURCED AND MANUFACTURED?

Our products are made in Europe. Human and animal rights will never be compromised to create any product.

WHERE DO YOU SHIP FROM?

We ship from Poland.

DO YOU OFFER WORLDWIDE SHIPPING?

We currently ship to:

Poland, Germany, Czech Republic, Slovakia, Lithuania, Spain, Hungary, Belgium, The Netherlands, Latvia, Luxemburg, Austria, Denmark, Estonia, France, Portugal, Slovenia, Sweden, Bulgaria, Croatia, Finland, Greece, Ireland, Romania and Italy.

Great Britain, Norway, and Switzerland are export markets that we cannot reach without customs formalities. We plan to access these countries by Q3 2021

HOW MUCH DOES SHIPPING COST?

We offer free domestic shipping on orders over € 75.

CountryCarriersDelivery≤ 1kg≤ 2kg≤ 5kg
PolandDPD, GLS24hours€2.20€ 2.50€2.80
Germany, Czech Republic, Slovakia, LithuaniaDHL, DPD2 days€3.80€ 4.50€5.50

Austria, Belgium, Estonia, Hungary, Latvia, Luxemburg Slovenia, The Netherlands, Denmark, Sweden, France

DPD, Bpost, PostNL, PostNord, Colissimo2-3 days€6.00€ 7.50€9.50
Bulgaria, Croatia, Greece, Italy, Ireland, Finland, Romania, Portugal, SpainDPD, Bartolini DPD, PostNord Envialia2-3 days€8.50€10.50€12.50

* Remote areas are islands or difficult to reach mountain regions with a carrier surcharge on top of the regular parcel shipping tariff and a 2-3 business days longer delivery time than indicated above. Such areas may change at any time, at the carrier’s discretion, permanently or temporarily, also due to specific circumstances like a pandemic. Our logistics team will advise you immediately once we have been informed of a remote area change.

DOES SHIPPING COSTS INCLUDE ALL TAXES/DUTIES AND FEES?

Shipping taxes and duty, or any other miscellaneous shipping fees, are not included and are not covered by We Protect You Care Ltd. If a customer chooses to refuse a package due to payment of taxes and duties, the order is sent back. If this happens, We Protect You Care Ltd may be required to pay extra charges by the courier. The fees charged will be deducted from your initial payment when being refunded for your order once the package has arrived back in our facility. In this case, shipping will not be refunded as well.

WHAT IF I HAVE NOT RECEIVED MY PACKAGE?

If you haven’t received your package, please contact us at info@protect.care to help investigate.

**Please note once the order has been shipped, we are not responsible for lost/stolen merchandise or delivery delays. Once a tracking number has been sent to a customer, any claims should be filed with the mail carrier.

WHAT IF MY PRODUCT IS DEFECTED?

If you receive a defected or damaged product in a rare incident, please contact us at info@protect.care with photos. We’ll be happy to replace the item if it is found to be defective.

HOW DO I CARE FOR MY PRODUCTS?

All products come with care instructions to properly maintain our products, can be found at your website www.protect.care. We hold high-quality standards to ensure that your products will be long lasting.

HOW CAN I KEEP IN TOUCH?

Join our newsletter, follow our social media channels, and tag us on your outfit posts.