Returns & Refunds

We want you to be happy with every Air Queen order. Because we ship hygiene products
internationally, this policy explains when a return or refund applies and how to request one.
If anything is wrong with your order, the first step is always the same — contact us,
and we’ll help you sort it out.

1 How to start a return or refund

All returns and refunds are handled on a case-by-case basis to make sure each situation is resolved fairly. To begin, email us at sales@air-queenmask.com with your order number and a short description of the issue (photos help for damaged or incorrect items). Our team will review your request and guide you through the next steps.

Please don’t ship anything back before contacting us. Returns sent without prior confirmation cannot be processed, and we’ll always confirm the correct steps and address with you first.

2 Hygiene & product condition

Air Queen masks and feminine-care products are personal hygiene items. For health and safety reasons, opened or used hygiene products cannot be returned or refunded once their seal or packaging has been broken, unless the item is faulty.

Items eligible for return should be unused, unopened, and in their original packaging. This protects every customer and keeps our products safe and authentic.

3 Faulty, damaged, or incorrect items

If your order arrives damaged, defective, or incorrect, we take full responsibility. Contact us with your order number and a photo of the issue, and we will arrange a replacement or refund at no extra cost to you. This applies regardless of the hygiene condition above — a faulty product is always our responsibility to make right.

4 Refunds

Once a return or refund request is approved, your refund will be issued to your original payment method (such as your card or PayPal). The time it takes to appear in your account depends on your bank or payment provider.

Because we ship DDP (Delivered Duty Paid), the duties and taxes included in your order are part of our shipping arrangement. Where a refund applies, we’ll confirm the exact refundable amount with you during the review.

5 Order cancellations

You can request to cancel an order before it has been dispatched by contacting us as soon as possible. Once an order has shipped, it can no longer be canceled — but you’re always welcome to reach out about a return once it arrives, and we’ll help from there.

6 Non-delivery or shipping issues

Every order ships via FedEx Express with full tracking. If your tracking shows a problem, or your order hasn’t arrived when expected, contact us with your order number and we’ll investigate with the carrier on your behalf.

7 Need help?

For any return, refund, or order question, email us at sales@air-queenmask.com. We read every message and typically respond the same business day, from our team in Seoul.

Air Queen Mask Global · Shipped from Seoul, South Korea · Contact us