I have just opened my new pack and one or both masks are solid (not liquid) and do not work. What should I do?

It is possible that your pack may have received a severe blow in transit. Such a blow can activate the masks, but this is nothing to worry about. They simply need to be boiled in accordance with the instructions in the package leaflet – as is also necessary after each use. After cooling down they become liquid and work normally again. Although it is annoying to have to do this on first receiving the product, this is not a fault but a typical product characteristic.

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