Frequently Asked Questions
ORDERS & SHIPPING
How can I track my order?
Once your order ships, you’ll receive an email with a tracking link. You may follow that link anytime for up-to-date delivery details.
Can I modify or cancel my order after it’s placed?
Because orders enter processing quickly, we’re unable to cancel or make changes after submission. Please review your order carefully before checkout.
Do you ship internationally?
Not yet. Maska currently ships within the United States only. We look forward to expanding into additional regions in the future.
How long does shipping take?
Orders typically process within 1–3 business days. Delivery times vary based on your shipping method and location.
Do you ship to PO Boxes?
At this time, Maska is unable to ship to PO Boxes.
Please provide a residential or commercial street address at checkout to ensure smooth and timely delivery.
Can you ship my order to multiple addresses?
Each destination requires a separate order, as we are unable to divide a single purchase across multiple addresses.
If you are planning a thoughtful gifting experience, our team would be happy to assist. Please reach out to support@maskaorganics.com for personalized guidance.
What if my order arrives damaged or incorrect?
If your package arrives damaged or contains an error, please contact support@maskaorganics.com within 48 hours with photos. We will resolve the issue promptly.
What if I entered the wrong shipping address?
If you contact us quickly, we will do our best to assist. Once an order begins processing, updates may not be possible.
Do you offer free shipping?
Yes. Complimentary shipping is available on orders over $75 USD within the continental United States. Please note that this offer excludes Alaska, Hawaii, Puerto Rico, and other U.S. territories. International shipping is not available at this time.
RETURNS & EXCHANGES
What is your return policy?
At Maska, our intention is to ensure your experience feels thoughtful, supportive, and aligned with the essence of Conscious Care.
While we do not offer refunds, we are pleased to provide store credit for eligible returns. Store credit does not expire and may be used towards any future purchase.
Please review the guidelines below:
For U.S. Orders
• Only unopened, full-size items are eligible for return.
• Returns must be initiated within 14 days of purchase.
• All approved returns will be processed as store credit minus a 5% restocking fee.
We appreciate your understanding and are always here to help answer questions or provide guidance.
International Orders
• We do not ship internationally at this time; therefore, no international returns apply.
Final Sale Items and Premiére Edition Products and Sets are not eligible for return.
To start a return, if you need assistance with a return or have questions about eligibility, our team is here to help at support@maskaorganics.com.
How to Begin a Return
Connect with Us
Email our team at support@maskaorganics.com, and we will guide you through each step of the return process.
Prepare Your Item
Please ensure the product is unopened and packaged securely in its original materials to remain eligible for return.
Return Shipping
Once your request is approved, we will provide the return address and instructions.
Return shipping cost is the responsibility of the customer, and you may use the carrier of your choice.
Send Your Package
Ship your item to the return address provided. Once it arrives and is inspected, we will issue your store credit (minus the 5% restocking fee) and notify you by email.
Your store credit never expires, allowing you to use it at any time that feels right for your next Maska ritual.
Please note that shipping fees are non-refundable.
PRODUCT QUESTIONS
Are Maska products suitable for all skin types?
Yes. Our formulations are created to support a wide variety of skin needs. For highly sensitive skin, we recommend a patch test prior to full use. Refer to the Sensitivity Advisory here.
Can I use Maska products while pregnant or lactating?
Our products are gentle and generally considered safe during pregnancy and lactation. As every individual is unique, please consult your healthcare provider with any specific concerns.
Do your products expire?
Most Maska creations have a 2-year shelf life after opening. Please refer to each product’s label for guidance.
How should I store my Maska products?
Store in a cool, dry place away from direct sunlight to help preserve botanical integrity - especially natural actives like saffron.
Are your products fragrance-free?
We do not add any fragrance for the sake of scent.
Each product’s aroma is simply the natural expression of its ingredients.
Our saffron serum, for instance, carries only the gentle, warm notes of saffron itself - never rose, jasmine, or any unrelated florals. We honor the authentic identity of every formulation, allowing its aroma to emerge solely from the botanicals that give it purpose and benefit.
For full transparency, please refer to each product’s ingredient list.
Are your formulas vegan?
Some formulas may include traditional, non-vegan botanicals. Please review each ingredient list for specifics.
Are your formulas cruelty-free?
Yes. Maska is proudly Leaping Bunny–certified, the gold standard for cruelty-free assurance.
This means:
- No animal testing is conducted at any stage of product development
- No third parties test on our behalf
- No ingredients are sourced from suppliers who engage in animal testing
- Ongoing independent compliance is required to maintain certification
Our commitment to Conscious Care extends from our formulations to the way they are brought into the world—with intention, integrity, and respect.
Do you conduct clinical testing on your products?
Yes. Maska products undergo clinical safety and stability testing to ensure they meet our standards for purity, performance, and skin compatibility. These evaluations confirm that each formulation is safe for intended use and maintains its integrity over time.
What if I experience a reaction?
Discontinue use and contact us. We will assist you sensitively and evaluate options.
INGREDIENTS & SOURCING
Where do your ingredients come from?
Our botanicals, including our signature saffron, are sourced from regions renowned for purity and potency. We partner with suppliers who align with our values of quality and conscious care.
Are your formulas clean?
Yes. We follow a Conscious Care philosophy: purposeful ingredients, thoughtful formulation, and avoidance of unnecessary additives.
COLOR, STABILITY & EFFICACY
Will the saffron color in my Maska product change over time?
Yes. A gentle softening of color is a natural and expected characteristic of authentic saffron. Saffron’s carotenoids—such as crocin—are sensitive to light, air, and temperature, and may gradually evolve as the formulation ages. This is a signature of purity, not a defect.
Does color evolution affect the product’s effectiveness?
No. The functional compounds within saffron, including crocin derivatives, safranal, and naturally occurring antioxidants, remain active even as color shifts. In saffron, visible hue evolves more quickly than performance.
The color may soften; the ceremony remains potent.
Why does authentic saffron evolve while some products stay vividly colored?
Formulations that retain an intense, unchanging hue often rely on synthetic colorants or stabilizers. Maska does not. We allow saffron to express its natural life cycle—an intentional choice that honors ingredient integrity and minimal interference.
How can I help preserve the natural color?
To slow natural pigment oxidation, store your product away from direct light, ensure the cap is sealed after use, and avoid prolonged heat exposure.
Is variation in color between batches normal?
Yes. Subtle variation may occur due to seasonal harvests and botanical origin. This is common—and expected—in high-purity, saffron-rich formulations.
Why can the product’s color appear different in person than on screen?
Because digital images are interpretations of color rather than exact replicas, the product’s hue may appear different in person than on screen.
Maska product imagery is captured under carefully considered studio lighting to reveal texture, depth, and formulation detail. As with all natural materials, color is influenced by its environment.
Because digital photography translates real-world tones into screen-based color systems, the hue you see may vary depending on lighting conditions, camera interpretation, post-production refinement, and the calibration of your individual device. Screen displays differ widely, and color perception shifts across phones, tablets, and monitors.
High-resolution imagery enhances clarity and detail, but it remains a visual interpretation rather than an exact replication. The true character of each formulation, especially those rich in expressive botanicals like saffron, is best experienced in person, within your own light and space.
COLOR, STABILITY & EFFICACY
Will the saffron color in my Maska product fade over time?
Yes, a gentle softening of color is natural. Saffron’s carotenoids (like crocin) respond to light, air, and temperature, gradually oxidizing over time. This is a signature of pure saffron, not a defect.
Does color fading affect the product’s effectiveness?
No. Saffron’s functional compounds - including crocin derivatives, safranal, and antioxidants - remain active even as color shifts. Color fades faster than benefits. In short: the hue may soften, but the ritual remains potent.
Why does authentic saffron fade while some products stay bright?
Products that remain intensely colored often use artificial dyes. Maska does not add synthetic colorants. We honor saffron’s natural evolution - a mark of purity and minimal interference.
How can I preserve the color?
Store your product away from light, seal it tightly, and avoid heat exposure. This helps slow natural pigment oxidation.
Is variation in saffron color between batches normal?
Yes. Color may vary slightly due to seasonal harvest differences. This is common in high-purity botanical formulations.
MASKA PRIVÉ CONNECT — APP
What is Maska Privé Connect?
Maska Privé Connect is our digital companion - offering guided reflections, mood-prompt journeys, Laurél rewards, and early access to Maska experiences.
Who can use the app?
The app is available exclusively to customers who have purchased Maska products and are 18 years or older.
Why do I need to replenish products to maintain full access?
To keep ritual guidance relevant and accurate, full access requires replenishment of eligible Maska products at least once every 90 days.
How does the app personalize my ritual experience?
Through emotional prompts, ritual logs, and engagement patterns, the app tailors reflections and insights that support both skin and emotional rhythm.
Do I need a Maska account to use the app?
It is preferred and highly recommended. A Maska account allows your purchases, Laurél balance, and ritual history to sync seamlessly.
How do I update or delete my account?
You may request updates or account deletion by emailing support@maskaorganics.com.
LAURÉLS & MEMBERSHIP
What are Lauréls?
Lauréls are ritual reward points earned through Maska purchases and in-app engagement. They unlock exclusive privileges, early access, and tier-based experiences. Review our Lauréls program here
Do Lauréls expire?
Lauréls do not currently expire. If program terms evolve, updates will be communicated in advance.
Can Lauréls be combined with discount codes?
Unless otherwise specified, Lauréls cannot be combined with other promotions.
Do all purchases earn Lauréls?
Most Maska product purchases earn Lauréls. Any exclusions will be noted explicitly.
GENERAL INQUIRIES
Do you offer travel sizes?
We offer curated sets in travel-friendly formats as the "Premiére" Edition, on select sets. Check our website or contact support for availability.
Can I receive personalized ritual guidance?
Yes. Our team is happy to help you craft a ritual aligned with your skin goals and emotional rhythm. Email support@maskaorganics.com for personalized insights.
We also recommend using the Maska Privé Connect app, our digital companion - that offers guided reflections, mood-prompt journeys, Laurél rewards, and early access to Maska experiences.
How do I reach customer support?
For all questions, please contact: 📧 support@maskaorganics.com
Leaping Bunny
Certified Cruelty Free
100% Botanical
Formulations
Globally Certified
Formulator
Clinically Tested
No Harmful Side Effects