FREQUENTLY ASKED QUESTIONS
Still unsure? Find answers to your questions below
How do I put my mask on safely?
1. Wash your hands with soap and water (or hand sanitiser) before you touch the mask.
2. Raise the mask to nose level, then place the bands around your ears.
3. Pull the bottom of the mask down, over your mouth and chin.
How do I remove my mask safely?
1. Wash your hands with soap and water (or hand sanitizer) before you touch the mask.
2. Reach back to touch the elastic band. Do not touch the front of your mask (it may be contaminated).
3. Lift the elastic band up and over your head, then remove the mask from your face.
4. Clean your hands again, using soap and water (or hand sanitizer).
How do I wash my face mask?
Before using your mask for the first time, wash your mask and your face – and then wash your mask after every use. We recommend washing by hand and air drying for best results. If using a washing machine, use a gentle cycle and natural detergent. DO NOT tumble dry. Make sure your mask is completely dry before you use it. Always wash your hands before and after handling your mask.
Will this face mask help prevent the spread of COVID-19?
Pacamask face masks are not medical devices, and have not been proven to protect you from COVID-19 or other diseases. However, if you are infected but have not yet developed symptoms, it may provide some protection for others you come into close contact with.
A face covering, such as our face masks, is not the same as the surgical masks or respirators used by healthcare and other workers as part of personal protective equipment; as stated in the latest UK Government guidelines, these should continue to be reserved for those who need them to protect against risks in their workplace, such as health and care workers, and those in industrial settings, like those exposed to dust hazards.
Many Countries have made the wearing of face masks mandatory in certain situations, or highly recommended, although views are still being formed. For Country specific guidance we recommend you consider the guidelines issued in your country of residence.
What are custom fabric face masks made of?
Pacamask face masks are made from two layers of fabric - including a layer of revolutionary Silver Ion fabric, which is scientifically proven to kill 99% of bacteria for up to 50 washes. In addition, our masks feature adjustable elasticated ear loops to ensure a snug and comfortable fit.
• Pacamask Colour Collection (single colour) masks are made from 100% Cotton with a Silver Ion antibacterial Cotton layer.
• Pacamask Designer Collection (patterned print) masks are made from 50% Cotton, 46.5% Polyester, 3.5% Spandex with a Silver Ion antibacterial Cotton layer.
Can I return or exchange my face mask?
Due to Health Regulations, masks are considered personal items and may not be exchanged or returned for resale. Masks will be
replaced only if defective in materials or construction. Please consider carefully before purchasing.
This mask is effective protection from toxic air pollution when used according to instructions. The mask is not a medical device and has not been medically proven to prevent disease.
When will I receive my order?
Once processed, products are sent Royal Mail 2nd Class delivery service. Optional ‘Next Day Delivery’ sent DPD Next Weekday (orders by 2pm). UK only; delivery normally within 2-3 days. Face masks cannot be refunded or returned due to hygiene unless faulty. For full details please visit our shipping policy.
Customer Support: Mon-Fri 10am-4pm excl. Bank Holidays.
Copyright 2020. All rights reserved.
Company No. 12596498.
At Pacamask Limited (pacamask) we are committed to protecting and respecting the privacy of your personal data. This privacy notice explains how your data is collected, used, transferred and disclosed by us. It applies to data collected when you use our websites, iOS and android applications, when you interact with us through social media, email, or phone.
The personal data we collect
- How we collect your data
- How we use your data
- Marketing preferences, adverts and cookies
- Links to other websites and third parties
- How we share your data
- Your rights
- Changes to this privacy notice
- How to contact us
Who is Pacamask
Pacamask is a leading supplier of facemasks. Working with top designers here in the UK, and our garment producers in Hong Kong we have developed a range of masks we believe our consumers will find not only protective but fun and stylish to wear. We use double layer Silver Ion material which even after 50 washes still kills 99% of Bacteria.
Pacamask Ltd, of 76 Church Street, Lancaster. LA1 1ET (collectively referred to as “pacamask”, “we”, “us” and “our” in this privacy notice) is the controller and responsible for your personal data collected through the www.pacamask.com website (the “website”).
Details of our Data Protection Officer responsible for overseeing questions in relation to this privacy notice, and our details are set out in the “How to Contact Us” section at the end of this notice.
Our commitment to you
We take the protection of your personal data seriously and will process your personal data fairly, lawfully and transparently. This privacy notice describes the personal data we are collecting about you and how it is used.
We will only collect and use your personal data for the following purposes, to:
- fulfil your order(s)
- fulfil orders made on your behalf (e.g. e-gift card orders)
- keep you up to date with the latest offers and mask designs
- give you a better shopping experience
- help us to make our marketing more relevant to you and your interests
- improve our services
- meet our legal responsibilities
How we keep your data safe and secure
We have appropriate organisational safeguards and security measures in place to protect your data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.
The communication between your browser and our website uses a secure encrypted connection wherever your personal data is involved.
We require any third party who is contracted to process your personal data on our behalf to have security measures in place to protect your data and to treat such data in accordance with the law.
In the unfortunate event of a personal data breach, we will notify you and any applicable regulator when we are legally required to do so.
The personal data we collect
Personal data means any information about an individual from which that person can be identified. It does not include anonymised data, where the identity and identifying information has been removed.
While our website is designed for a general audience, we will not knowingly collect any data from children under the age of 13 or sell products to children. If you are under the age of 13, you are not permitted to use or submit your data to the website.
The following groups of personal data are collected:
Identity Data includes information such as: first name, last name, title, date of birth (optional), occupation, personal description, photo and gender.
Contact Data includes information such as: email address, billing address, delivery address, location, country, telephone number, loyalty programme membership number, and social media id (if you log in by social media).
Financial Data includes information such as: payment card details and bank account.
Transaction Data includes information such as: details of your purchases and the fulfilment of your orders (such as basket number, order number, subtotal, title, currency, discounts, shipping, number of items, product number, single item price, category, tax etc.); payments to and from you and details of other products and services you have obtained from us, correspondence or communications with you in respect of your orders, and details of any rewards and bonuses awarded.
Technical Data includes information such as: details of the device(s) you use to access our services, your internet protocol (IP) address, login data, your username and password, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform.
Profile Data includes information such as: purchases or orders made by you, product and style interests, preferences, feedback, and survey responses.
Usage Data includes information such as: how and when you use our website/app, how you moved around it, what you searched for; website/app performance statistics, traffic, location, weblogs and other communication data; loyalty programme activities; and details of any other pacamask products and services used by you.
Marketing and Communications Data includes information such as: your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
How we collect your data
We may collect personal data about you in the following ways:
Direct interactions – you may give us your Identity, Contact, Financial, Transaction, Profile, and Marketing and Communications data (as described above) by filling in forms, entering information online or by corresponding with us by post, phone, email, telephone or otherwise. This includes personal data you provide, for example, when you:
Create an account or purchase products on our website;
Subscribe to our newsletter, discussion boards, social media sites or create wish lists;
Contact us with an enquiry or to report a problem (by phone, email, social media, or messaging service);
Use the “refer a friend” function on our website; or
When you log in to our website via social media.
Automated technologies or interactions – as you interact with our website, we may automatically collect the following types of data (all as described above): Technical Data about your equipment, Usage Data about your browsing actions and patterns, and Contact Data where tasks carried out via our website remain uncompleted, such as incomplete orders or abandoned baskets. We collect this data by using cookies, server logs and other similar technologies.
Third parties – we may receive personal data about you from various third parties, including:
Identity and Contact data from another individual when they purchase an e-gift card for you or use the "refer a friend" function on our website;
Technical Data from third parties, including analytics providers such as Google. Please see further information in the section entitled ‘Marketing preferences, adverts and cookies’.
Technical Data from affiliate networks through whom you have accessed our website;
Identity and Contact Data from social media platforms when you log in to our website using such social media platforms;
Identity and Contact data from third parties, including organisations (including law enforcement agencies), associations and groups, who share data for the purposes of fraud prevention and detection and credit risk reduction; and
Contact, Financial and Transaction Data from providers of technical, payment and delivery services.
How we use your data
The legal basis for processing your personal data
We will only collect and process your personal data where we have a legal basis to do so. As a data controller, the legal basis for our collection and use of your personal data varies depending on the manner and purpose for which we collected it.
We will only collect personal data from you when:
we have your consent to do so, or
we need your personal data to perform a contract with you. For example, to process a payment from you, fulfil your order or provide customer support connected with an order, or
the processing is in our legitimate interests and not overridden by your rights, or
we have a legal obligation to collect or disclose personal data from you.
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we wish to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. We may process personal data without your consent, in compliance with the above rules, where this is required or permitted by law.
If you have any questions about how Pacamask use any of your personal data, please contact firstname.lastname@example.org.
How long we keep your data for
We will keep your personal data for no longer than is necessary for the purpose(s) it was provided for and to meet our legal obligations. Further details of the periods for which we retain data are available on request.
Marketing preferences, adverts and cookies
Marketing - your preferences
We may send you marketing communications and promotional offers:
if you have opened an account with us or purchased goods from us, or registered for a promotion or event, and you have not opted out of receiving that marketing (in accordance with your preferences, as explained below);
by email if you have signed up for email newsletters;
We may use your Identity, Contact, Technical, Transactional, Usage, Profile Data and Marketing and Communications Data to form a view on what we think you may like, or what may be of interest to you, and to send you details of products and offers which may be relevant for you.
We will ask you for your preferences in relation to receiving marketing communications by email, post, SMS and other communication channels.
From time to time we may also include with your order, inserts advertising goods, services or offers from other third-party companies that you may be interested in.In respect of third party marketing communications, we will obtain your express opt-in consent before we share your personal data with any third party for marketing purposes.
You will always have full control of your marketing preferences. If you do not wish to continue receiving marketing information from us (or any third party, if applicable) at any time:
you can unsubscribe or ‘opt-out’ by sending an email to email@example.com or by following the link included in the footer of any marketing email; or We will process all opt-out requests as soon as possible, but please note that due to the nature of our IT systems and servers it may take a few days for any opt-out request to be implemented.
Our use of analytics and targeted advertising tools
We use a range of analytics and targeted advertising tools to display relevant website content on our website and online advertisements on other websites and apps (as described above) to you, deliver relevant content to you in marketing communications (where applicable), and to measure the effectiveness of the advertising provided. For example, we use tools such as Google Analytics to analyse Google's interest-based advertising data and/or third-party audience data (such as age, marital status, life event, gender and interests) to target and improve our marketing campaigns, marketing strategies and website content. We may also use tools provided by other third parties, such as Facebook, Content Square, Adroll, Responsys, Criteo and Bing to perform similar tasks, using your Contact, Technical, Usage and Profile Data.
In order to opt out of targeted advertising you need to disable your ‘cookies’ in your browser settings or opt-out of the relevant third-party ad settings. If you would like any further information about the data collected by these third parties or the way in which the data is used, please contact us.
Links to other websites and third parties
Our website may include links to and from the websites of our partner networks, advertisers and affiliates, or to social media platforms. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to their websites.
Cookies are text files containing small amounts of information which allow our site to recognise your device and are downloaded to your device when you visit a website if you agree to the site doing so. Cookies are then sent back to the website on each subsequent visit, or to another website that recognises that cookie.
Cookies allow a website to recognise a user’s device and are widely used in order to either make websites, work more efficiently, let you navigate between pages, and generally improve your user experience. They can also help to ensure that adverts you see online are more relevant to you and your interests.
Cookies do not contain confidential information such as your home address, telephone number or credit card details. We do not exchange cookies with any third party websites.
Don’t like Cookies
If you don’t change your browser settings and continue to use our site, we will assume that you consent to us continuing to download cookies onto your device.
Whether or not you allow us to download cookies is up to you, but if you choose to disable cookies by changing your Browser Settings, our Website and its features may not necessarily work in the same way or produce the same personalised experience. If you delete all of your cookies, you will have to update your preferences with us again. If you use a different device, computer profile or browser you will have to tell us your preferences again.
How we share your data
We may disclose and share your personal data with the parties set out below:
where you have consented for us to do so. For example, if you have consented to receive marketing materials from third parties, or in respect of third parties’ (including co-branded or jointly promoted) products and services, we may pass your data on to the relevant third parties for the purpose of sending you such marketing communications;
to business partners, suppliers, sub-contractors and other third parties that we use in connection with the running of our business for the purposes set out in the table above in the section ‘How we use your data’, such as:
third party service providers that we engage to provide IT systems and software, and to host our website;
services and to provide marketing and advertising services;
third party service providers that we engage to deliver goods you have ordered and to manage any returns;
third party service providers that we engage to send emails and postal mail on our behalf including in relation to incomplete orders or abandoned baskets, or marketing communications, to provide data cleansing services and to provide marketing and advertising services;
analytics and search engine providers that assist us in the improvement and optimisation of our website;
affiliate networks through whom you have accessed our website;
to any third party to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.
to protect our customers from fraud and theft, we may share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with third party organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that these third parties may retain a record of the information that we provide to them for this purpose;
if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; or
to our professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
- You have several rights under the data privacy legislation. This includes, under certain circumstances, the right to:
- request access to your personal data
- request correction of your personal data
- request erasure of your personal data
- request restriction of processing of your personal data
- request the transfer of your personal data
- object to processing of your personal data
- request human intervention for automated decision making
Brief details of each of these rights are set out below. If you wish to exercise any of these rights, please email firstname.lastname@example.org.
Request access to your personal data
You have the right to obtain a copy of the personal data we hold about you and certain information relating to our processing of your personal data.
Request correction of your personal data
You are entitled to have your personal data corrected if it is inaccurate or incomplete. You can update your personal data at any time by emailing email@example.com.
Request erasure of your personal data
This enables you to request that pacamask delete your personal data. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Request restriction of processing of your personal data
You have a right to ask Pacamask to suspend the processing of your personal data in certain scenarios, for example if you want us to establish the accuracy of the data, or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. Where processing is restricted, we are allowed to retain sufficient information about you to ensure that the restriction is respected in future.
Request the transfer of your personal data
You have the right to obtain a digital copy of your personal data or request the transfer of your personal data to another company. Please note though that this right only applies to automated data which you initially provided consent for us to use or where we used the data to perform a contract with you.
Object to processing of your personal data
You have the right to object to the processing of your personal data where we believe we have a legitimate interest in processing it. You also have the right to object to our processing of your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your data which override your rights and freedoms.
Request human intervention for automated decision making and profiling
You have the right to request human intervention where we are carrying out automated decision making when processing your personal data. This form of processing is permitted where it is necessary as part of our contract with you, providing that appropriate safeguards are in place or your explicit consent has been obtained.
We will try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. We may need to request specific information from you to help us confirm your identity and ensure your right to exercise any of the above rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.
Right to lodge a complaint
If you have any concerns or complaints regarding the way in which we process your data, please email firstname.lastname@example.org. You also have the right to make a complaint to the ICO (the data protection regulator in the UK). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please do contact us in the first instance.
Changes to this privacy notice
From time to time we may change this privacy notice. If there are any significant changes we will post updates on our website, applications or let you know by email.
How to contact us
Please send any questions, comments or requests for more information to our nominated representative – email@example.com.
This privacy notice was last updated on May 13th 2020 (Version 001)
Terms & Conditions
pacamask.com is a site operated by pacamask Limited (“We”). We are a limited company registered in England and Wales. Our registered office is 76 Church Street, Lancaster. LA1 1ET.
Access to our site
Your use of our site
Viruses, hacking and other offences
We sadly cannot guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities. In the event of such a breach, your right to use our site will cease immediately.
Intellectual property rights
Changes to our site
We reserve the right to update our site from time to time, and may change the content at any time. We do not guarantee that our site, or any content on it, will be free from errors or omissions.
No reliance on information
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site. Although We make reasonable efforts to update the information on our site, We make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.
Limitation of our liability in respect of your use of our site
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation. If you are a business user:
§ We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it;
§ We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of or inability to use our site, or use of or reliance on any content displayed on our site; and
§ We will not be liable for:
§ loss of profits, sales, business, or revenue;
§ business interruption;
§ loss of anticipated savings;
§ loss of business opportunity, goodwill or reputation;
§ waste of management or office time; or
§ any indirect or consequential loss or damage.
If you are a consumer user, please note this website is provided for domestic and private use. You agree not to use our site for any commercial or business purposes. We have no liability to you for any loss of any business of yours (including but not limited to the types of loss and damage excluded in respect of business users set out in the paragraph above). The security of communications sent over the Internet (including by e-mail) is subject to many factors outside of our control. We do not guarantee the security or confidentiality of any electronic communications. We shall have no liability for your inability to connect to or to access our site which may result from any faults, errors or problems relating to your PC hardware, software, network or security, or your Internet service provider or any other similar problem. We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We have no control over those websites and will not be liable for any loss or damage that may arise from your use of them.
Linking to our site
You may link pages of our site to your personal social media accounts where social media sharing plug-ins are available on our site. Any other linking to our site is prohibited without our prior written consent. You must not establish a link to our site:
If you wish to contact us in respect of our site, please contact us at firstname.lastname@example.org.
Thank you for visiting our site.
RETURN & REFUND POLICY
Your product will come in a hygiene sealed pouch, sadly if the pouch is opened then we sadly cannot accept returns for refund or exchange. If you have any problem with the item you purchased, please let us know at email@example.com, our support team will do their best to assist you. We will of course replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
An exchange will be honoured in these cases:
- Damaged/ poor quality printed item
- Wrong item (wrong design, wrong product type)
- Wrong size item (we sent the wrong item with the one you purchased)
- Item has not arrived within 30 days for domestic order or 60 days for international order
Please contact us by email at firstname.lastname@example.org and our support team will help you arrange a replacement or refund as soon as possible.
· Replacement orders will take time like normal orders (7 business days for processing and up to 2 weeks for delivery). Customer don't need to pay for any replacement fee, you will not be out of pocket if a mistake has happened.
· If you are eligible for a refund we will process this as quickly as possible, please however allow up to 3 – 10 days for the refund to be credited back to your card.
We do not accept refund claims, or exchanges in these cases:
- Package is open – as this is a hygiene product we sadly cannot exchange or refund goods that have been opened, or worn.
- Package missing due to the wrong shipping address provided.
- Customer change the order/ shipping address after the product has been printed and shipped out.
DAMAGED/ INCORRECT ITEM
At pacamask, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing or incorrect product. This is a rarity, but it can happen. If this is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order on the affected items.
All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item. Please contact us by email at email@example.com and one of our team will arrange a replacement for you!
ORDER NOT RECEIVED
If your item has not arrived within 30 days for domestic orders or 60 days for international orders after the date you placed the order, please contact one of the pacamask team through our mail firstname.lastname@example.org for a replacement item. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)
TRACKING SAYS DELIVERED BUT YOU DIDN'T RECEIVE IT
If a package falls into this category, pacamask reserves the right to send a replacement.
ORDER LOST/ RETURN TO SENDER DUE TO INCORRECT SHIPPING ADDRESS PROVIDED
Please make sure to check carefully your home delivery address before confirming your order.
· If the parcel lost because of the wrong shipping address, we sadly cannot be held responsible and cannot offer a replacement, or refund.
· If the tracking information shows that the parcel has been return to the sender (wrong delivery address, failed delivery because customer not at home etc), we reserve the right to send a replacement.
If you have any questions, feel free to CONTACT US or email to email@example.com. We will ain to answer all queries the same day, but during these busy times it may take an extra day or so, please be pateient.