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.

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.

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

Masqmai accepts returns of merchandise, if they are in their original condition, that is, unopened and unused, and provided the return is made within 14 days of purchase. The refund will be made in the same form as paid for. To return any of our products, please send an email to help@masqmai.com and follow the instructions. Shipping costs will be charged to the customer.

   (i) The customer will receive an email notifying the correct processing of the refund with the amount to be refunded
   (ii) The customer will receive the refunded amount within 3 working days.

All orders need a signature upon receipt. We are unable to redirect orders once items have been shipped, so please ensure there is someone who can sign for your order at the specified shipping address. We ensure each purchase during the time it is in transit until it is delivered to you. We need a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

If your tracking information shows that your package was delivered, but you can't find it within 48 hours of expected delivery:
- Verify the shipping address in correct.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- See if someone else accepted the delivery, unless you have health or safety concerns about doing so.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
- Contact our customer service.

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.

ATTENTION: Customers from the Canary Islands and San Marino must pay return customs fees to receive the goods in our warehouse and approve the refund.

When returning a product customer will assume the delivery cost.

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.

ATTENTION: In case you refuse to pay import taxes and your parcel is returned to us, we will have to pay them, so they will be deducted from your refund.

For all MASQMAI shipments outside the European Union, freight charges are VAT free as customs duties are the responsibility of the recipient and are never included.Most countries are shipped on a Delivered Duty Unpaid (DDU) basis, which means that the seller is responsible for ensuring that the goods arrive safely at their destination; the buyer is responsible for customs duties. 

Unfortunately, we have no control over these charges and cannot tell you the cost, as customs policies and import duties vary from country to country. Check with your local customs office on the rules and regulations they may apply. A useful link to calculate how much you will be charged for customs duties is dutycalculator.com.

United Kingdom, Australia, Bahrain, China Mainland*, India, Japan, Mexico**, Norway, Oman, Peru, Saudi Arabia, South Korea, Switzerland, Turkey, United Arab Emirates, Vietnam, Malaysia, Thailand, China – Taiwan, South Africa, Singapore, Canada, Qatar, Kuwait.

*According to the announcement of the general administration of customs of China, articles shipped to China which are classified as personal use and the value exceeds 5000 RMB, require a formal custom clearance. You may be subject to import taxes, customs duties and fees levied once the shipment reaches Mainland China. Additional charges for customs clearance (if any) must be fulfilled by you. We have no control over these charges, nor can we predict what they may be.

**According to the announcement of the general administration of customs of Mexico, articles shipped to Mexico which are classified as personal use and the value exceeds 1000 USD (or its equivalent in MEX$), require a formal custom clearance. The importer must be registered with the Mexican government and additional documentation is required (NOM LETTER, PAYMENT, LICENSE IMPORT, PATENT). Therefore, the DDP service is not applicable and it is necessary to hire an external customs broker to clear your goods.

Service fees are determined based on the Customs Brokers rates as of the invoice date, including amounts of customs and other fees paid by the Customs Broker while providing services hereunder. The Consignee must pay for the Customs Brokers services.

The Customs Broker reserves the right to withhold any goods of the Consignee at the latters expense until the Customer Brokers services provided to the Consignee hereunder are paid in full.

As we are unable to advise on the amount this may be, we invite our customers to verify local taxes and duties before placing an order. Shipping costs are already included in the final amount of your order. However, the courier may present you with a separate invoice from local authorities for duties owed.

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.

*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