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Frequently Asked Questions

Frequently Asked Questions

1. What are mask sheets?

Mask sheets have been trending in Korea for quite some time now, and we want to introduce to y'all this fantastic concept that's a thing right now in the states (it's about time~).

A mask sheet is literally a sheet pre-cut in the shape of your face; however, these sheets are unique in that they are built to remedy particular and specific skin conditions or areas of your skin you want to correct. The sheets are packed with potent ingredients that penetrate your skin fast and effectively to meet your skin's needs. Mask sheets offer a gentle approach to treating issues like tone, hydration, firmness, clarity, and even more.

2. Why mask sheets?

Mask sheets are super easy to use; you can enjoy at-home pamper sessions; great effect in a short time!

Read more

3. What types of mask sheets are suitable for skin type?

We recommend using products that are suitable for your skin type and skin condition.

We have 5 skin concerns categories suite for your skin type.

Read more about how to shoose the mask sheet at our lesson page

4. What form of payment do you accept?

We accept Visa, MasterCard, Discover, American Express, Diners Club and Paypal.
*For orders outside the U.S., we recommend using PayPal (especially if the card issuing bank is of non-U.S. origin)

5. Why is my payment being declined?

When you place the order, we will charge your Credit Card ONLY after shipping out your order.
First, Masksheets submits an authorization hold for the transaction amount. This is not a charge but a request to hold the funds for the order.
Authorization hold (also called card authorization, preauthorization, or preauth) is the banking industry practice of authorizing electronic transactions made with a debit card or credit card, and holding the balance as unavailable either until the merchant clears the transaction (also called settlement), or the hold "falls off" and makes the balance available again.
For debit cards, authorization holds can fall off the account from one to five days after the transaction date, depending on the bank's policy. For credit cards, holds can last as long as 30 days, depending on the issuing bank.

Please make sure that you take the following steps to avoid any problems related to payment:
- Ensure that the payment card data is entered correctly, such as the card number, expiration date, and name.
- Ensure that there is sufficient credit balance to cover the purchase.
- Ensure that the Card is activated by the bank and is intended for online purchases.
- Ensure that the Card's validity date is valid and not expired.

Important notes:

It may take up to 7 working days for the authorization to attend your account based on your bank's policies.

6. Is the date on my product the expiration date or the manufacturing date?

We realize the dates on our products can be confusing (we get this question quite a bit) as some products have the expiration date printed while others have the manufacturing date printed. That being said, many if not most of the products on our site have the manufacturing date (as is often the case with Korean cosmetics), and the date is usually followed by the word "제조," which, in English, means "manufacture". We value our customers and will never sell expired products just to make a sale. If you are still unsure about the date on your product, feel free to contact us at

7. Can I purchase wholesale on MASKSHEETS?

We don’t take wholesale orders but you can get discount if you are purchasing more Than $500 on each order.

Feel free to contact us at for more information.

8. What is Same-Day shipping?

Same-day Shipping means that an order will ship out at same day if an order is received by 3:PM EST Monday through Friday. Same-day shipping does not mean an order will be deliverd to your shipping address at same day but will take regular shipping deliver days either via DHL, USPS or UPS.

9. Where can I find my tracking number?

Once your order has shipped and tracking information will be updated to your account on your account and an email will be send out to your email address. (Please check your spam folder if you don't receive either order confirmation email or shipping confirmation email. Mark our email address to trust email contact will make your further purchase or contact easy.)

You can track your order by emailed tracking code on my account page.

Method 1.

Step 1. Click 'My Orders' on my account dashboard. Step 2. Click 'View Order' by order number which you wish to track. Step 3. There will be a 'Track your order' link if your order has been shipped out.

Method 2.

Click 'Order Tracking' link from the bottom of the website. Enter your order number and your email address. Click track order button.

Click here to see more detailed tracking methods.

USPS Tracking Status Information

10. How shipping works?

Shipping to the USA for all orders under $39 is based on weight and starts at $3.99.

Free standard shipping to the USA for orders of $39 or more!

All US orders are shipped based by weight using DHL, USPS and UPS. All standard US orders will be received within 3-8 business days.

Outside of US: 
All orders are shipped based by weight using DHL International Package with tracking (approximately 5-17 Days).

Click to see international shipping rate & policy.

*We now added DHL Worldwide Express shipping to international orders, for most major destinations around the world, DHL Worldwide Express will arrive in just business 3-6 days. Please calculate and compare your shipping fees in the cart.

*We now ship to APO or P.O. Boxes!

Read more details

11. How MASKSHEETS returns work?

We want you to love your experience with MASKSHEETS and your new mask sheet products. On the off chance that you don't, we're here to help!

As a MASKSHEETS customer, you're entitled to the following:

*Only new and unopened mask sheets are accepted for return.

*Return shipping charges are responsibility of the purchaser.

*Returning item(s)  should be postmarked by the 30 calendar days of the date when you received the order. Please note No returns will be accepted after 30 calendar days from the date you received the order. The item(s) will be shipped back at your expense.

Steps for Refund

1. Create a ticket, with your order number and reason.

2. We will contact you either with your phone or email for returning eligibility.

3. Send returning item(s) to

Send it to:

190-10 Northern Blvd

Flushing, NY 11358

* We recommend using a delivery service that offers package tracking and basic insurance coverage.

4. Your package is received you will receive an email with the refundable amount. The refundable amount will be issued back to the original form of payment(Credit Card, Paypal etc.). Please keep in mind that this process may take up to 10 business days.