Cloth Mask FAQ's

During this unprecedented time for our world due to Covid-19, we have recently pivoted our clothing business to provide high quality and beautiful masks that are handmade here in our beloved San Francisco Bay Area.

Due to the current demand for masks, our small team of four has had to take on producing and shipping out masks to our customers. Similarly, our volume of email inquiries have increased and in order for us to put our primary focus on getting your mask orders out as quickly as possible, we have put together this FAQ page in hopes that some of your questions can be answered here. If you do not find a satisfactory answer to your questions, please do not hesitate to email us at info@elestory.com.

LEGAL DISCLAIMERS and WARRANTY

In order to help slow help slow the spread of COVID-19, the CDC has recommended that the general public wear cloth masks for our protection. While EleStory cloth masks offer some level of protection, please note that these are not medical masks and therefore, may not effectively block liquids, germs, or viruses, including the COVID-19 virus. EleStory cloth masks are in no way a substitute for surgical masks, filtering respirators (like the N95 masks), or liquid barrier protection. 

These face masks should not be used by anyone with skin sensitivities or placed on children under age 2 or anyone who has trouble breathing or who is unconscious, incapacitated, or otherwise unable to remove the mask without assistance.

THIS PRODUCT IS PROVIDED AS-IS, AND Ele Story LLC SPECIFICALLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING (WITHOUT LIMITATION) IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Ele Story SPECIFICALLY DISCLAIMS THAT THIS PRODUCT WILL PREVENT INFECTION OR THE TRANSMISSION OF VIRUSES OR DISEASES. THIS PRODUCT IS NOT A SUBSTITUTE FOR PROFESSIONAL MEDICAL EQUIPMENT, ADVICE OR TREATMENT, AND ANY MEDICAL QUESTIONS SHOULD BE DIRECTED TO YOUR HEALTHCARE PROVIDER. THIS PRODUCT HAS NOT BEEN CLEARED OR APPROVED BY THE US FOOD AND DRUG ADMINISTRATION (FDA).

GENERAL

  1. Do your masks come with nose wires or a bendable metal piece to go over the bridge of the nose?
  2. Do your masks come with filters?
  3. What is the maximum dimension for a filter that can fit within the filter pocket?
  4. Do your masks come with an adjustable elastic loop?
  5. I saw a mask in your shop but it looks like it's sold out. Will you bring it back?
  6. I already placed an order with you but see that you have another style I like better. Can you swap the design out?
  7. Where are your masks made?
  8. Can I use a discount code on masks?

CARE INSTRUCTIONS & SIZING

  1. What is the care instruction for my cloth mask?
  2. What ages does the child size work for?
  3. I have a smaller face, should I order a child size?
  4. Are your masks comfortable?
  5. Is there a difference in size between "men & women", "adult", and "women" sizes?

ORDERS & SHIPPING

  1. I did not receive an order confirmation email. Did you receive my order?
  2. I placed an order with you recently/a while ago, where is my order?
  3. Do you ship masks internationally?
  4. My shipping address is outside of the US. Will I be charged custom fees?

MISCELLANEOUS

  1. Why do you seem to charge a higher premium than some other sellers?

GENERAL

Do your masks come with nose wires/a bendable metal piece to go over the bridge of the nose?

No, at the moment, our cloth masks do not come with the nose wire piece. They do, however, come with a pocket for filters. We have received many helpful customer tips, however, that adhesive nose wire strips can be purchased at retailers such as Amazon.com and they work quite well.

Do your masks come with filters?

No, our cloth masks do not come with filters, but they do have a pocket for filters. You may use any type of filter you would like.

What is the maximum dimension for a filter that can fit within the filter pocket?

Our adult masks measure approximately 8"x 6", so we would suggest a filter size of about 7"x 5". Youth size masks measure approximately 7"x 5", so a 6"x 4" filter can fit nicely.

Do your masks come with an adjustable elastic loop?

Yes, even though our mask product page shows just the mask without the elastic, every mask will come pre-tied with soft elastic loops that can be adjusted to fit comfortably for you. You simply untie the elastic and re-tie to desired length, and then tuck the knot into the casing. This not only gives you a clean look, but also helps to keep the elastic ends from fraying in the wash.

I saw a mask in your shop but it looks like it's sold out. Will you bring it back?

In most cases, we are able to bring back a popular fabric/print. The best way to be notified is to sign up for restock notification (whenever applicable), or to subscribe to our newsletters. Often times we also make a restock announcement on our social media platforms.

I already placed an order with you but see that you have another style I like better. Can you swap the design out?

Thank you for your order with us! If you need to make any changes to your order, please email us at info@elestory.com. Please note that changes cannot be made to orders that have already been fulfilled.

Where are your masks made?

Like all of our clothing we design, every cloth mask if made by a professional seamstress here in San Francisco or Oakland, CA.

Can I use a discount code on masks?

At the moment, our masks are not eligible for discounts, so discount codes cannot be applied. We do, however, offer a small discount to medical professionals and teachers - please email us at info@elestory.com with proof of your profession for a unique code. Thank you for your support and understanding. 

CARE INSTRUCTIONS & SIZING

What is the care instruction for my cloth mask?

We send out care instructions with each mask order in the form of a small business card sized insert, as well as have them written specifically for each product, but for those who do not have that information handy, this is what we would recommend:

  • Cotton or cotton blend masks: Hand or machine wash warm with mild detergent. If machine washing, we recommend placing them in a laundry net. Warm iron if needed. Tumble dry low or line dry.
  • Cotton gauze fabrics (like our scattered petals and cream floral color ways): Hand or machine wash warm with mild detergent. If machine washing, we recommend placing them in a laundry net to be washed on delicate cycle.
  • Linen or linen blend masks: Hand or machine wash in cool water with mild detergent. If machine washing, we recommend placing them in a laundry net. Cool/warm iron if needed. Line dry.
  • Elastic: We highly recommend tucking in the elastic knot into the elastic casing on either side of the mask before washing. We opted for a softer, stretchier elastic instead of the commercial braided elastic commonly used, and the compromise is that they do fray a bit more easily than the stiffer elastics out there. But, we think your ears will thank you!

What ages does the child size work for?

Our child size masks are best suited for children between the ages of 4 -12. Children under the age of 4 the mask would fit larger, but the adjustable elastics can help with fit. We will be working on another smaller mask to fit children in the younger age range even better. 

We do not recommend masks worn by children 2 and under, or children who do not have the ability to remove them. Adult supervision is required for children while wearing masks.

I have a smaller face, should I order a child size?

As of September 2020, we have made a new size, "Adult S", which is just slightly larger than the child's size, after receiving some helpful feedback that many adult customers are reportedly happy with a child-sized masks (see below for an example of a happy customer!). But the Adult S size will have longer elastic loops than the child size so they will fit even better. The former "Adult" size is now the "Adult L" size, which fit larger faces and/or men better.

To determine which size will fit you best, please consider the measurements of a mask that fits you best and compare them to the measurements on the product page. 

Are your masks comfortable?

Yes! We think they are as comfortable as masks can be. We opted for softer elastics used more often for masks rather than the stiffer braided elastics commonly used in homemade masks. Another way you can wear your mask is to replace elastic loops with ties/string that you like and insert them into the elastic casings and retie in the back of the head. For people who are required to wear masks for hours at a time, this may relief some of the stress the elastics can put on the ears.

We also use soft cottons from our clothing collections on the inside of the masks that provide a pocket for filters. Our customers who have received them have been pleased so far and have placed second or third orders! Here is an example of a happy customer.

Is there a difference in size between "Adult L", and "Adult S" sizes?

The "Adult L" is best for folks who consider themselves to have larger faces or frame, while the "Adult S" are designed to fit more petite faces. The Adult S is very close to the child size - only about 1/2" wider, and about 1/4" taller, and has longer elastic. If you are unsure about which size to purchase, please compare our measurements to a mask that fits you best to see if our masks will work for you.

ORDERS & SHIPPING

I did not receive an order confirmation email. Did you receive my order?

If you did place an order with us, you should have definitely received an order confirmation email. If you cannot locate it, please be sure to check your SPAM folder as many of these emails land in SPAM. If that still does not help, please email customer service at info@elestory.com so we can resend your order confirmation email.

I placed an order with you recently/a while ago, where is my order?

Our small but efficient team ships every Monday, Wednesday, and Friday (unless there is more volume than our staff can handle, in which case we will also ship on the other business days). Any order placed over the weekend should go out on Monday if it is in stock (most are in stock now). 

As soon as your order ships, you will receive another shipping confirmation email with your tracking number. Please do note that shipments are taking longer than usual at the moment during this pandemic. We appreciate your patience!

Do you ship masks internationally?

Due to COVID19, there are some countries that we cannot ship to via Standard Shipping. Please make sure that we can ship to your country before placing an order. A list of countries that we cannot ship to can be found here. All orders shipping to countries that we cannot ship to will be cancelled and a full refund will be issued.

To ensure delivery, we highly recommend selecting Express Shipping until further notice since we are able to ship to most countries with DHL Express.

My shipping address is outside of the US. Will I be charged custom fees?

Yes. We ship all international orders as "Merchandise" and you may be subject to custom duties or import taxes once the shipment reaches your country. Customers are responsible for these costs and we recommend checking with your local customs office for more information.

MISCELLANEOUS

Why do you seem to charge a higher premium than some other sellers?

Every cloth mask is handmade by a professional seamstress here in San Francisco or Oakland, CA who is paid a living wage. We also have our small team to support here in the San Francisco Bay Area.

We have prided ourselves in making high quality garments in the last 8 years as a clothing business, and will continue to make "Made in USA" one of our core values as a business.