FREQUENTLY ASKED QUESTIONS

Frequently asked questions

How do I know if my order has been confirmed?

You will receive a confirmation mail, if you didn’t receive it, check your spam!



My discount code is not working, what do I do?

We are sorry you are having trouble checking out, please note that some discount codes require users to create an account on the site and be logged in upon check out to utilize the discount code.



Where is NYNJA Face Masks Online based?

Our office is located in the heart of Antwerp, Belgium.



Where are your products shipped from?

We ship straight from Antwerp, Belgium.



Can you ship internationally or process international credit cards?

We ship in Europe.



How can I pay for my order?

NYNJA Face Masks currently accepts Visa, MasterCard, and IDEAL. We also accept payment via PayPal.



How long will it take me to get my order?

For standard shipping, you should receive your order within 4-5 business days.



Can I cancel or change my order?

We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders. Returns can be initiated through our returns page​.



Can I exchange my order?

We do not offer exchanges at this time. If you’d like to make an exchange, simply return the unused goods back to us using our ​returns page​ and make a new purchase for the item or items you want through our site.



How do I return my order?

Returns are accepted for all items within 30 days of purchase, only is the package hasn’t been opened. Please visit our ​returns page​ to initiate the returns process.



What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team via ​contact@nynja.com​ or through our "help" button below.



Why did I only receive part of my order?

Don't worry, it's on its way! While we do our best to ship all orders in one package, sometimes we have to send it separately.



I​ received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouse. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via email, or our ​contact us page​, so that they can work to get you your goods as soon as possible.



Where can I find product sizing information?

Product size information can be found toward the bottom of each product detail page as shown in the image below. And the size chart is available at the page “about our NYNJAmasks”



How do I take care of the fabric?

Cotton and Poly Cotton can be washed at 60°C. Please note, that it should be washed in at least 60°C to be sure to kill the germs. Don’t put it in the dryer, just hang up to air-dry. It can be washed at least 30 times.