Delivery/Return

MASQMAI gladly accepts returns of Merchandise in its original, unopened, and unused condition, purchased in our web within 14 days of original purchase. Refunds will be made in the form of the original payment, unless we agree to credit a different payment type. regret to inform you that we do not refund original shipping costs with the return.

 If you receive a defective product, please contact our customer service team immediately at help@masqmai.com. It is essential to report any type of damage or defect within 48 hours of purchase in order to make an exchange or refund.

At Masqmai we do not refund or exchange any product affected by circumstances beyond our control. This includes damage or negligence once the products have been delivered, storage of products in adverse conditions such as very high temperatures or exposure to the sun, which can damage the products, as well as damage inflicted by third parties. 

Contact Us

  • Email: help@masqmai.com
  • Live Chat (available Monday-Friday, 9:00-18-00)

I ordered/received the wrong product, should I return it?

If there is an issue with your order, please send us an email with your order number to help@masqmai.com with pictures of the box and the products received. We will review your case and inform you about the solution.

My item arrived damaged. What should I do?

If you received damaged merchandise, you must inform us within 48h upon receiving the parcel. Please retain the box, packaging and all contents and send us pictures of the label attached to the package and the product(s) received. Without this information, we will not be able to assist you. It is essential to report any type of damage or defect within 48 hours of purchase in order to be able to make an exchange or return.

How to Return

  1. Print the label you will receive on your email.
  2. Carefully pack items into the box. Seal the box and attach the label to the outside.
  3. Give the pack to the courier as soon as he passes to your home

How will I get the refund?

Once we approve the return process, we will refund the money within 10 business days, excluding shipment cost, using the same payment method the customer chose when placing the order.

Do I have to pay something in order to get a refund?

When returning a product customer will assume the delivery cost.

What happens if my order is delivered back to you?

In case your order is delivered back to us because of an issue in the shipment due to prolonged absence at the time of delivery or incorrect address or lack of information, we will proceed to refund your order with the exception of shipping costs.

Customs:

For all MASQMAI shipments outside the European Union, transport costs are exempt from VAT as customs duties are borne by the recipient and never included.

Shipping costs and delivery times:

Please note that delivery times are an estimate. We are not responsible for the delays of the shipping company. In addition, please bear in mind that in busy times like Christmas, Black Friday or sales, your order may suffer a delay.

Products will be delivered by a courier Monday to Friday, between 9:00-18:00. Unfortunately, you are unable to request a specific delivery time or day. After your order has been dispatched from our warehouse, you’ll receive an email detailing order tracking information. You can also check this information in your Account section online.

Depending on the day and time your order is placed, please refer to the chart below for expected delivery days. If you place your order on a public holiday, your products will take an additional business day to arrive.

  * We do not make deliveries to P.O boxes nor post offices.

EUROPE

COUNTRY

SHIPPING TIMES

COST

Andorra
3-5 business days
18,00 €

Austria

3-5 business days

 10,00 €

Belgium

3-5 business days

9,00 €

Bulgaria

3-5 business days

9,00 €

Czech Republic

3-5 business days

9,00 €

Cyprus

3-5 business days

16,00 €

Croatia

3-5 business days

9,00 €

Denmark

3-5 business days

12,00 €

Estonia

3-5 business days

13,00 €

Finland

3-5 business days

15,00 €

France

3-5 business days

9,50 €

Germany

3-5 business days

7,00 €

Greece

3-5 business days

13,00 €

England

3-5 business days

12,00 €

Ireland

3-5 business days

15,00 €

Italy (Island)

24-48H

6,00 €

Italy

24-48H

5,00 €

Latvia

3-5 business days

13,00 €

Lithuania

3-5 business days

13,00 €  

Luxembourg
3-5 business days
13,00 €
Malta
3-5 business days
19,00 €
Monaco
3-5 business days
13,00 €
Norway
3-5 business days
18,00 €
Netherlands
3-5 business days
8,00 €
Poland
3-5 business days
9,00 €
Portugal
3-5 business days
10,00 €
Romania
3-5 business days
9,00 €
Russia
3-5 business days
15,00 €
Scotland
3-5 business days
8,00 €
Slovakia
3-5 business days
13,00 €
Slovenia
3-5 business days
9,00 €
Spain
3-5 business days
6,00 €
Sweden
3-5 business days
15,00 €
Switzerland
3-5 business days
8,00 €
Hungary
3-5 business days
9,50 €

  

REST OF THE WORLD

COUNTRY

SHIPPING TIMES

COST

Argentina
3-5 business days
30,00 €
Asia
3-5 business days
26,00 €
Australia
3-5 business days
30,00 €
Brasil
3-5 business days
30,00 €

Canada

3-5 business days
18,00 €

Chile

3-5 business days

 30,00 €

Costa Rica

3-5 business days

30,00 € 

United Arab emirates

3-5 business days

 27,00 €

Mexico

3-5 business days

  26,00 €

Peru

3-5 business days

 30,00 €

United States

3-5 business days

 18,00 €

 

If your country does not appear on that list and you'd like to make an order please get in touch with us at help@masqmai.com