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Returns

We want to make shopping easy - and the same applies to returning items too.

When you shop at Masai.fi, you have 14 days of free returns from the time you receive your delivery (see more under Terms and Conditions). When you receive your delivery, in addition to your ordered items, you will always find 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 with the returned item
  • A pre-paid return label, which you should use when returning the goods if you want to take advantage of our free return service.
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 four steps below:

  1. Write your reason for return on the item list found on the returns form.
  2. Enclose your completed returns form with the return item(s). You may pack your returns in the same box or bag in which you received it.
  3. Attach the provided pre-paid return label to the outside of the return shipment.
  4. Drop off the package with your return at the nearest Posti Pickup point. Important: Remember to ask for a receipt when you have handed in your return package.

 

If you prefer to handle your return yourself, it should be sent to:

System Transport A/S

C/O Masai Webshop

Kumlehusvej 1, gate 56-58

DK-4000 Roskilde, Denmark

You are responsible for the goods until they reach us. You will also bear the cost of returning the items. Always ensure that your returned goods are securely packed. We advise you to use a trackable carrier service and to keep your return receipt until you have received a refund.

Please note: We do not collect return packages sent to parcel shops. Return packages must be delivered to the address above. We do not receive packages sent by 'cash on delivery' or suchlike.


Please allow up to 14 days for your return to be processed at our warehouse and your refund to be credited to your account. Please note that it may take 2-30 days for the amount to reach your account depending on your card provider.

 

I want to exchange an item

Unfortunately, we cannot offer a direct exchange. If you would like a different size or colour, please follow the return process as described above and place a new order at www.masai.fi.
Need help?

You are always welcome to contact Costumer Service if you need any help.

Thank you for choosing Masai.

Please note that Masai reserves the right to typing errors, price changes, extraordinarily busy periods and stock errors.