Papa Face Mask (made to order)

Returns, Refunds + Exchanges

Please submit a returns request form and our team will get back to you. All brands on Konei have their own return and refund policy in place and these may differ between each brand. Unless the item is faulty or a shipping error, the return shipping and resend of the new product will be your expense. Find some details below. 

Returns 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

These items will not be able to be returned unless found to be defective:

• Personalised or made to order items
• Jewellery (earrings)
• Swimwear - Underwear
• Perishable products including health and beauty
• Personal care items

Please get in touch if you have questions or concerns about your specific item using the request form. Brands on Konei do not accept returns for hazardous materials, flammable liquids, or gases. 

Damages and issues 

Please inspect your order upon delivery and contact us using the request form as soon as possible if the item is defective, damaged, or if you receive the wrong item. We will contact the brand owner to evaluate the issue and make it right. 

Our brands will accept returns for faulty or defective items within a reasonable time frame as long as the fault is reported as soon as it occurs. You cannot claim if:

• You used, washed or stored the product incorrectly
• You broke it using it in a unreasonable way
• You modified it which caused the fault

It’s up to each individual brand on Konei to decide whether or not they will take Returns, Refunds + Exchanges. Konei will help to find a mutual agreement.