Delivery / Return – MASQMAI

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Delivery / Return


We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. MASQMAI gladly accepts returns of unworn, unwashed, undamaged or defective merchandise purchased in our web within 14 days of original purchase. Requests for refund or exchange of merchandise purchased by cash or check must be accompanied by the original receipt. Refunds will be made in the form of the original payment, unless we agree to credit a different payment type. 


- How can I return a product?

In order to return any of our products, customer will need to set the product with its original package, send an email to, and follow the instructions. Shipping fees will be assumed by customer.

- Can all the products be returned?

Every MAS QUE NUNCA BRAND, S.L. product, except the MASQMAI Beauty items, can be returned following the return policy.

- Which is the timing for returns?

Customers will have 14 days to return any product counting from the date in which it was first delivered. We will refund the money in 7-10 days.

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

When returning a product customer will assume the delivery cost.

- How will I get the refund?

Once we approve the return process, we will refund the money using the same payment method the customer chose when placing the order, assuming customer will bear with the shipping costs resulting from the returning process.

- When will I receive the money back after returning a product?

The refund will be complete within 10 working days.
In circumstances where you consider that the product does not conform with the contract at the time of delivery, you should promptly contact us via any of the given contact information with details of the product and its damage, then we will tell you how to proceed. Once we study the case and product we will email you back, within a reasonable period of time to communicate you whether we are eligible to a refund or a replacement of the damaged product.

We accept orders from all European countries. 

- 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.


Shipping costs and delivery times: 

It's important that you know that the delivery times are an estimate. We are not responsible for the delays of the shipping company. Bear in mind that in busy times like Christmas, Black Friday or sales, your order may suffer a delay.

Country Delivery times Cost
Spain (only Peninsula) 24/72h 7 €
Italy (except Sicily and Sardinia) 3/6 working days 7 €
Germany 3/6 working days 8 €
Austria 3/6 working days 8 €
Belgium 3/6 working days 8 €
France 3/6 working days 8 €
Czech Republic 6/15 working days 8 €
Spain (only Balearic Islands) 24/72h 8,50 €
Sweden 6/15 working days 8,50 €
Switzerland 5/10 working days 8,50 €
Slovenia 5/10 working days 12 €
Denmark 5/10 working days 12 €
Norway 6/15 working days 12 €
Spain (only Canary Island) 3/6 working days 12 €
Poland 6/15 working days 12 €
Spain (only Ceuta and Melilla) 48/72h 12 €
Finland 6/15 working days 12 €
Croatia 6/15 working days 13 €
Estonia 6/15 working days 13 €
Netherlands 6/15 working days 13 €
Ireland 5/10 working days 13 €
Lithuania 6/15 working days 13 €
Portugal 5/10 working days 13 €
United Kingdom (except Isle of Man) 6/15 working days 13 €
Russia 6/15 working days 13 €
Slovak Republic 6/15 working days 15 €
Romania 6/15 working days 15 €
Hungary 6/15 working days 15 €
Luxembourg 6/15 working days 15 €
Latvia 6/15 working days 15 €
Greece 6/15 working days 15 €
Sicily and Sardinia 3/6 working days 22 €
Ukraine 6/15 working days 25 €
Rest of Europe 6/15 working days 25 €
Malta 6/15 working days 25 €
Bulgaria 6/15 working days 25 €
Cyprus 6/15 working days 25 €
Isle of Man 6/15 working days 28 €
Rest of the world** 15/30 working days 25€


*All deliveries to Corcega and Channel Island will have a supplement of 15 €.

** An extra charge may be applied to your order due to customs. Please contact your destination country.

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