Our goals when you visit our web shop are that:
1) you can easily navigate around the collection to find the items you're looking for
2) you can easily order the items you'd like to buy
3) you easily and quickly receive your delivery
We hope we live up to them.
If you have any doubts or questions/comments, you are always very welcome to contact us by writing an email to contact@masaicopenhagen.nl
If you experience any problems with your order, payment, delivery or returns on the web shop, or with any other use of the website, please contact our Customer Service:
Telephone: 20 225 4524
E-mail: contact@masicopenhagen.nl
We are ready to answer your calls Monday – Thursday from 9.00-16.00 and Friday from 9.00-15.00
We speak English
The web shop is run and owned by:
Masai Clothing Company ApS
Hammerensgade 1
1267 Copenhagen K
Denmark
Telephone: (+45) 33 32 23 33
E-mail: masai@masai.dk
VAT no. IE3488400UH
CVR no. DK10279488
These terms and conditions apply when you order items from the web shop. We recommend that you read them carefully before ordering any items.
If there are any parts of the terms and conditions that you do not understand, we recommend you contact Customer Service before you start shopping in the web shop.
In some places in the terms and conditions, it says 'you' or 'yours' – this refers to you as the user of our web shop. Where it says 'we', 'us' or 'our', it refers to Masai Clothing Company ApS.
The terms and conditions may be updated from time to time and therefore we ask you to approve them every time you shop with us.
The web shop is open 24 hours a day
If you order over a weekend or public holiday, your order will first be processed on the next available weekday.
Orders can only be made on the web shop and not by e-mails, letters or faxes. If you have any problems with your order, we are always pleased to help you.
Once you have completed an order, you will receive an e-mail confirming your order, and once we have packed and shipped your item(s), you will receive a receipt with tracking information – again by e-mail.
Minimum age for purchasing
You must be at least 18 years old to shop on the web shop. If you are under 18 years old, you need to have your parents' or guardians' consent to purchase on www.masaicopenhagen.be.
When are you bound by an order?
Before you complete your order, you have the option to change the information you've entered e.g. delivery, billing or payment details or the number of items.
As soon as you click 'Complete', you will receive a confirmation on your screen. From this point, you are bound by the 'agreement to purchase' and may not amend or cancel your order. You have 14 days to return (see the section on 'Returns') and we also refer to the section in the terms and conditions on the 'Right of withdrawal'.
You are always welcome to contact Customer Service – they are always pleased to help you.
We reserve the right to cancel an order ...
We reserve the right to cancel an order or a purchase without being liable for any damages or other costs, in one of the following situations:
1) Your payment information is incorrect or cannot be verified.
2) Your order has been submitted with the purpose of committing fraud etc. or submitted in connection with a criminal offence or other unlawful activity.
3) An unintentional error has occurred on the web shop, e.g. a payment error etc.
4) We have reason to believe that you are under 18 years old.
We accept the following payment methods on www.masaicopenhagen.be:
If you pay by credit card, you will be asked to enter the card's security code (Credit Card verification value (CVV)). You will find the three-digit security code on the back of your credit card, usually on the right side of the back of the credit card. The security code is necessary for the payment to be carried out and to maintain a high level of security. There may also be other similar security requirements.
When is the actual payment deducted?
Once your order has been packed and shipped, your payment will be deducted from the selected payment service.
Payment and currency
The prices on the web shop are stated in the currency that apply to the country you are shopping from.
It will always be the country of your stated delivery address that will determine the currency that will be used for your order
Please note that changing the 'country of delivery' may affect the price and delivery costs of your order.
When you place an order on Masaicopenhagen.be, delivery usually takes 1–4 weekdays. If you place your order before 12 PM on weekdays, we will do our best to process, pack and dispatch it on the same day.
Please note that delivery times may be longer during peak periods – especially during sales campaigns and public holidays.
Where we deliver
We currently ship to the following countries:
For detailed delivery options and costs for each country, please refer to the specific terms and conditions of the selected market.
Shipping in one parcel
As a rule, we send your entire order in one shipment.
If this is not possible, we will contact you.
Delivery options
DPD Pickup Point – from €5.95
Have your parcel delivered to a DPD pickup point of your choice.
Delivery time: 2–4 business days
Delivery cost: €5.95 — Free delivery on orders over €100
DPD Home Delivery – €7.95
Delivery directly to your preferred home address.
Delivery time: 2–4 business days
Delivery cost: €7.95
FedEx Home Delivery – €12.95
Fast delivery directly to your home address.
Delivery time: 1–3 business days
Delivery cost: €12.95
If you wish to complain about an item, or have received the wrong item, please contact our Customer Service.
In case of faulty or wrong goods, you can choose between the following options:
When you contact our Customer Service, please provide the order number, item number, and describe what you are complaining about.
You are not responsible for costs associated with the return of defective or wrong items. We will naturally refund the purchase price and original shipping costs as soon as we have received the goods – unless you choose to receive a new product to replace the original product.
We provide a 2-year warranty under the Danish Sale of Goods Act.
The warranty covers fabrication and material defects that can be identified by the normal use of the product. Therefore, the warranty does not cover defects, damages or wear, directly or indirectly, arising from improper handling, lack of maintenance, violent use or suchlike.
Complaints about defects, which should be detected by usual examination of the item upon its receipt, must be notified to us within reasonable time.
We reserve the right to make specific assessments for each individual case.
We want to make shopping with Masai as easy and enjoyable as possible – and the same applies to returning items.
When you shop with us, you have 14 days of free returns from the date you receive your delivery.
When you receive your order, the parcel will always include:
How to return
If something isn’t quite right, you have 14 days to send the item(s) back to us. Please follow the steps below:
Important: Always note the tracking number on the pre-paid return label and request a receipt at the drop-off point. This is required to track your return and ensure correct processing.
If you prefer to arrange the return yourself
You may also choose to return your item(s) using a carrier of your own choice. In this case, the return must be sent to:
System Transport A/S
C/O Masai Webshop
Kumlehusvej 1, gate 56–58
DK-4000 Roskilde
Denmark
If you choose this method, you are responsible for the goods until they reach us, and you must cover all return costs.
Please ensure the item(s) are securely packed and use a trackable service. Keep your return receipt until your refund has been completed.
Please note:
Refunds
Please allow up to 14 days from the time we receive your return for it to be processed and your refund issued.
Depending on your payment provider, it can take 2–30 days for the amount to appear in your account.
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, please return the item as described above and place a new order at www.masaicopenhagen.nl.
Condition of returned items
You are only liable for any reduction in the value of the goods caused by handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the item(s).
In other words, you may try on the items as you would in a physical store.
If the item has been used beyond this, we reserve the right to reduce the refund proportionally or decline it entirely, depending on the product’s commercial value.
We reserve the right to assess each case individually.
You have the right to change your mind about an order of purchase or agreement without giving reasons within 14 days.
The withdrawal period expires 14 days after the day you receive your delivery, or the day you receive the final item delivered, in connection with an order containing several items that have been ordered in one order but have been delivered separately or in several parts.
You must notify us within 14 days of receipt that you wish to cancel your purchase. The notice should be given by writing to contact@masaicopenhagen.nl or calling 20 225 4524. In your message, you should clearly state to us that you wish to exercise your right of withdrawal.
When using the right of withdrawal, you should also return the goods without undue delay and no later than 14 days from the date you have informed us about exercising the right to withdraw from this agreement. We recommend that you save the receipt as proof that you have delivered the package to the post/shipper.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
When exercising your right to withdraw from this agreement, we will refund all payments received from you in relation to the specific order – including delivery costs (excluding additional costs as a result of your own choice of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event within 14 days from the date we receive notice of your decision to withdraw from this agreement. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any case, you will not be subject to any fees as a result of the reimbursement.
You will only be liable for any diminished value of an item resulting from the handling, other than what is necessary for trying it on as if you would have in a physical store.
Prices
All stated prices of goods, delivery costs and other expenses include taxes, VAT and duties. Costs relating to the delivery, freight or postage may vary and are added separately for each order. We reserve the right to tax changes, price and typo errors, etc.
Updating the website
We do our best to update the web shop and ensure that prices, offers, descriptions and other information about the goods are correct. However, spelling mistakes, pricing errors, offers, descriptions and other information about the products can occur, and sometimes we discover that the price for an item has been incorrectly displayed.
Force Majeure
We are not responsible for delays or failure to comply with our obligations under the Terms and Conditions if the delay or failure is caused by events outside our reasonable control.
Invalidity
If one or more provisions in the Terms and Conditions have had to be declared fully or partially invalid, the other provisions continue to be applicable.
Communication
We reserve the right to communicate with you in different ways. You can read more about this in our Privacy Policy.
Personal information
We handle your personal information in confidence. Please read our Privacy Policy which explains how we use the personal information that you give to us in connection with the ordering process and your use of the web shop in general. When you place an order on www.masaicopenhagen.com, you automatically accept our Privacy Policy and Terms and Conditions.
Governing law and jurisdiction
Any agreement made between us subject to these Terms and Conditions shall be governed by Danish law. Any dispute arising in connection with our agreement, including its existence or validity, shall be brought before a competent court in Denmark.
This is version 2 of our terms and conditions dated the 23.07.2025.
