FAQ
Frequently Asked Questions
Everything you need to know about ordering your ski masks and winter gear from KIORA. Can't find your answer? Contact us and we'll reply within 24 hours.
Orders
What does KIORA sell?
KIORA sells funny, eye-catching winter gear: realistic funny face ski masks, cute 3D animal balaclavas and anti-fog snow goggles that fit right over your mask.
How do I place an order?
Choose your product and options (color, size or variant), click "Add to cart", then complete checkout. You will receive an order confirmation by email right away.
Can I change or cancel my order?
Yes, if it has not been processed yet. Please contact us as soon as possible with your order number. Once an order has been processed or shipped, it can no longer be changed, but you can still request a return after delivery.
I entered the wrong shipping address. What should I do?
Contact us immediately. If your order has not been processed yet, we will update the address for you.
Products & fit
Can I wear the mask under a ski helmet?
Yes. Our balaclavas are made from thin, stretchy fabric designed to be worn on their own or under a helmet or hat.
Can I wear goggles over the mask?
Yes. The masks are designed to be worn with goggles, and our anti-fog snow goggles fit right over them.
What size are the masks?
Our masks are one size and made from stretchy fabric designed to fit most adults. You can find the size details on each product page.
Which design should I choose?
Each mask comes in several designs. Pick your favorite from the style options on the product page before adding it to your cart.
Shipping & delivery
Do you charge for shipping?
No. Standard shipping is free on all orders.
How long does delivery take?
Orders are processed within 1â3 business days. After shipping, delivery usually takes 5â9 business days. Business days do not include weekends or public holidays.
Where do you ship?
We ship to the United States, the United Kingdom and the other countries available at checkout. If checkout accepts your address, we can deliver to you.
Will my order arrive before my ski trip or Christmas?
We recommend ordering early. Delivery times are estimates, so please allow for processing, shipping time and holiday carrier delays. See our Shipping Policy for details.
How can I track my order?
As soon as your order ships, we email you a tracking number and link. Tracking can take 24â48 hours to show updates. If you have not received it, contact us with your order number.
Can I send a gift directly to someone else?
Yes. Just enter the recipient's name and address as the shipping address at checkout.
Will I pay customs or import fees?
For some international destinations, local duties or taxes may apply and are set by the destination country.
Returns & refunds
What is your return policy?
You can request a return within 30 days of delivery. Items must be unused, in the condition you received them, and in their original packaging where possible. Please contact us before sending anything back. Full details are in our Return & Refund Policy.
My item arrived damaged or incorrect. What now?
We're sorry! Email us within 30 days of delivery with your order number and clear photos of the item and packaging. Once verified, we will send a replacement or a full refund at no extra cost to you.
When will I receive my refund?
Approved refunds are issued to your original payment method. Your bank may take 5â10 business days to show the refund on your statement.
Payments & security
Which payment methods do you accept?
We accept the payment methods shown at checkout, such as major credit and debit cards.
Is my payment secure?
Yes. Checkout is fully encrypted and payments are processed by trusted payment providers. We never see or store your full card details.
In which currency are prices shown?
Prices are shown in US dollars (USD) by default. If you shop from another country, prices may be shown in your local currency at checkout.
Contact
How can I contact you?
Email us at contact.kiorastore@gmail.com or use our contact form. We reply within 24 hours, every day.