We want to make shopping as easy as possible for you – 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 goods, it will always contain the following:
- 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 when you return any item.
How to return
If you want to return one or more of the items, you should 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.
Please note! We do not receive packages sent by 'cash on delivery' or suchlike.
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 weekdays for the amount to reach your account depending on your card provider.
Changing for something else
Unfortunately, we don't have the capacity to change your returned item(s) for another colour, size or item. Thankfully, there is an easy way to solve this: If you'd like a different size or colour, or maybe a completely different item, you just return your item as mentioned above, and then place a new order on www.masaicopenhagen.fr.
The condition of the item(s) upon return
You will only be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and the way they work. In other words – you can try on the item in the same way as if you tried it in a physical store.
If the item(s) has been tried more than what is outlined above, we consider it as used, which means that when using the right of withdrawal, you will only receive part or none of the purchase amount back, depending on the product's commercial value.
We reserve the right to make specific assessments for each individual case.