How do I know if my purchase was successful?

An email with an order confirmation will be sent to the email address that was given when completing the order. If you haven't received your order confirmation, please check your spam folder. If you haven’t received your order confirmation, please contact us by emailing us and we come back to you as soon as possible!


Can I adjust my order?

Our goal is to send all orders as quickly as possible. Usually, an order is being handled as early as 15 minutes after the order has been placed. Therefore, it’s infrequently that we have the possibility to adjust your order. If you want to adjust your order, please send us an email, with the following information: 1. Order number or the email address that you used when you placed your order. 2. What you wish to change in your order.


Does COVID-19 have an impact on my package delivery?

Due to the impact of the coronavirus and the mandates in place, your order will most likely be delayed. This delay is due to several factors, including travel restrictions, available staffing, and/or federal/state/local mandates. We're sorry for the inconvenience.



Is my payment safe?

Your transaction and payment information is handled directly by our payment providers with secure encryption under strict banking standards. Your credit card information is sent directly to the bank and cannot be read or seen by anyone other than your bank, not even by AirPop.


Did my payment go through?

Our payment process includes multiple control steps to maximize safety. If your payment was successful, you will receive an order confirmation email within 24 hours. If you haven't received your order confirmation, please check your spam folder. Have you not received the email? Write to us by sending an email to [email protected].


I still haven't received my refund, how long time does it take?

It takes 1-5 business days for the money to be refunded after we have initiated the refund. The funds will automatically be refunded to the account the payment was made from.


Which payment options do you accept?

We accept several payment options. You can see available options when completing your order under the section called Select payment method. Please find the available payment methods below. 1. Check/Money order, 2. Credit card (VISA, Mastercard, American Express), 3. SEPA Direct Debit, 4. PayPal, 5. iDEAL



I have received the wrong item, what do I do?

We are sorry that we have sent you an item that is different from what you have ordered. Please contact us by emailing to [email protected], and we will do everything we can to correct our mistake.


I have received a damaged item, what do I do?

If you have received a delivery containing a damaged item, we apologize for that! Please contact us by sending us an email, and we will make sure to help you as fast as we can!


How do I exchange/return my order?

Due to payment reasons, we cannot exchange your product for another product. Our apologies for the inconvenience. If you wish to return your order, please send it back to us and we will handle your return as soon as we receive it. Please note that you need to pay for the return cost.

Include the following return information on a note together with your return.


Return information:

Full name

Order number


Return address:


Belgische Allee 52 + 54 53842

Troisdorf, Germany



Import duties & customs

Items shipped within the EU are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price. Non-EU countries may be subject to VAT and customs duties once the package reaches its destination. You will be responsible for the payment of such import duties and taxes. AirPop is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency. If you have any further questions regarding VAT and customer duties, please contact your local customs office for more information.


Delivery & tracking

Once your parcel has left our warehouse you will receive an email with a shipping confirmation. Depending on the shipping alternative you have selected, the parcel will be delivered to your home address or to your nearest pickup point. In the confirmation email, you will find all relevant information regarding your parcel and how to track it. 

Please note that it might take up to 48 hours for your tracking number to be activated. 


When will my order be shipped?

Our warehouse will process your order as fast as possible. We will send your order on the following business day, assuming the item you have ordered is available in stock. You will receive an email with shipping confirmation once your parcel has left our warehouse.


How long is your delivery time?

Our goal is always to have your order delivered as fast as possible. The estimated delivery time is stated for each shipping alternative at the section "Shipping info" when completing your order. Please note that the estimated delivery time is an estimate and that the time may vary depending on external factors that AirPop and its shipping partner cannot control. These factors may include but are not limited to, extreme weather conditions, technical faults, customs delays, etc. Please note that delivery times may be longer than usual during promotions. Packages are normally not transported during weekends and local holidays.


Where is my parcel being sent from?

We are sending our packaging from our warehouse in Germany. To guarantee the fastest delivery as possible, we ship your parcel from one of our warehouses which is nearest your location.



How long is the warranty and what does it cover?

The warranty is valid for a period of twelve months from the date of purchase. The products are manufactured to meet our high-quality standards. In addition, the products are also covered by our warranty against any manufacturing defects. It covers fitting, stitching and adhesives. To submit a complaint, please send an email to [email protected]


What is not covered by the warranty?

AirPop’s warranty does not cover: Defects and damage due to loss, theft, fire, water, or UV radiation. Problems or damage caused by misuse, neglect (knocks, dents, crushing, falling), accidents or unjustifiable repair or modification. Aesthetic changes, defects and damage due to normal wear and tear and aging (for. Eg. Scratches, worn leather, and flaking paint, etc.).


How do I submit a complaint?

If you wish to submit a complaint about a product, contact us by sending an email to [email protected]. Please provide the following: 1. full name, 2. order number, 3. describe the issue, 4. image that clearly shows the faulty item. We can only accept complaints if you bought your product directly from If you bought one of our products at one of our resellers, we ask that you contact them first.



Are the masks washable?

Kids, Pocket, Light – No wash. (All masks in non-woven fabrics can't be washed)

Original - The outer cover shouldn't be washed with water. Wipe them with a wet towel or alcohol cotton.

Active - The outer cover can be washed with water and dry out. They can't be washed by the machine and be exposed to the sun.



The masks are giving you healthier air. Can't be used for professional protections like industrial and health care.


What is the effective use time?

Kids – The proposed use time in light-heavy pollution, the cumulative use time is about 15-30 hours, but less than one week. The masks should be stored in a cool, dry place when not in use. (if there is water, please use a paper towel to absorb it).

Original, Pocket, Light, Active - Proposed use time in light-heavy pollution, the cumulative use time is about 15-45 hours, but less than one week. The masks should be stored in a cool, dry place when not in use.  (if there is water, please use the paper towel to absorb it).

Other information 

I’m an influencer on social media, can I collaborate with you?

Thank you for your interest. Please contact our collaboration department at [email protected].

Be sure to include the following information:

  1. Your first- and surname

  2. Phone number

  3. Email Address

  4. All relevant information such as links to your social media pages, etc.

Your application will be processed directly by our collaboration department. They will review it and contact you as soon as possible.