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Returns

We want to make shopping as easy as possible for you at Masai - and the same applies to returning items too. Please note that we do not offer a free returns service. You are therefore responsible for paying return costs.

When you receive your delivery, in addition to your ordered items, the following will always be included:

- A delivery note with an overview of the items you receive

- Guidelines that instruct you how to return items (also shown below)

- A returns form that you should complete and send back with the returned item

How to return

If something isn't quite right you have 14 days to return it to us. If you wish to make a return, please follow the 3 steps below:

1) Write your reason for return on the item list found on the returns form.

2) Attach your completed returns form together with the item. You can pack your returned item(s) in the same box or bag that you received it in.

3) Send the parcel to:

System Transport A/S

C/O Masai Webshop

Kumlehusvej 1, gate 56-58

DK-4000 Roskilde, Denmark

 

You are responsible for any costs incurred when returning items to Masai. We therefore recommend you choose a parcel method that provides you with a tracking number. This will ensure your parcel doesn’t get lost on its way to us.

Once we have received your returned parcel at our warehouse in Denmark, we will process it as soon as possible. When we have processed your returns, you will receive an e-mail. The amount of the returned item(s) will be returned to your account. Please note that it may take 2-30 days for the amount to reach your account it depends on your card provider.


Swap for something else?

If you send your return item(s) back to us, we are unfortunately unable to change it for another colour, size, or item. Fortunately, there is an easy solution: If you would like a different size or colour, or perhaps a completely different item, just return your item(s) as mentioned above and then place a new order at www.masaicopenhagen.fr.