Returns

When you shop at Masaicopenhagen.nl, you have 14 days of free returns from the day you receive your delivery (see more under Terms and Conditions).

With your delivery, you will always receive:

• A delivery note with an overview of the items received
• Instructions explaining how to return items (also shown below)
• A returns form that must be completed and sent back with the return
• A pre-paid return label, which you should use to take advantage of our free return service

If something isn’t quite right, you have 14 days to return your items to us.

To make a return, please follow the four steps below:

1. Write the reason for your return on the item list on the returns form.
2. Place the completed returns form inside the parcel together with the item(s) you are returning. You may reuse the original packaging.
3. Attach the pre-paid DPD return label to the outside of the parcel.
4. Drop off the parcel at your nearest DPD drop-off point.

Important: Please make sure to note the tracking number printed on the pre-paid return label and always ask for a receipt when handing in your parcel. This is essential for tracking your return and ensuring a smooth and timely refund.

If you prefer to manage the return yourself

You are welcome to return items using your own chosen carrier. In this case, the parcel must 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 return shipment is securely packed. We strongly recommend using a trackable service and keeping your receipt until your refund has been processed.

Please note:

• We do not collect return parcels sent to parcel shops.
• Return parcels must be delivered directly to the address above.
• We do not accept parcels sent by “cash on delivery” or similar services.

Refund processing time

Please allow up to 14 days for your return to be processed at our warehouse and for your refund to be issued. Depending on your payment provider, it may take 2–30 days for the amount to appear in your account.

I want to exchange an item

Unfortunately, we do not offer direct exchanges.

If you would like a different size or colour, please return the item by following the steps outlined above and place a new order at www.masaicopenhagen.fr.

If you need any assistance, you are always welcome to contact our Customer Service team. We are here to help.

Thank you for choosing Masai.

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