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 shop at, you have 14 days to return from the time you receive your delivery (see more under Terms and Conditions). 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 three steps below:

  1. Write your reason for return on the item list found on the returns form.
  2. Enclose your completed returns form together with the return item(s). You may pack your returns in the same box or bag in which you received it.
  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 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