With complimentary returns and exchanges, it's easy to get the perfect look and fit! If the size, style, or color isn't precisely right the first time, we'll pay the return postage. Your new items (if applicable) will ship via with no additional shipping charges. It's simple — and it's our pleasure to make the shopping experience as comfortable as our easy-care fashions.
We accept returns of all unworn and unaltered merchandise in original condition, with original tags attached. All returned merchandise must be in new and unused condition. Clearance, final sale, and personalized items cannot be returned or exchanged.
Returns must be received within 30 days of the original ship date and must be accompanied by the completed return form that came with your order. If you do not have the original return form, please include your name, address, email address, phone number, and order number with your return. If you cannot locate the provided prepaid return shipping label, please call us at 1-866-926-6886 or email customerservice@masaicopenhagen.com. If you elect to ship your return without the provided prepaid return shipping label, we are not responsible for the cost of shipping, or any loss/damage to the product during transit.
Starting January 11, 2025, all sale items will be Final Sale and will not be eligible for returns or exchanges.
Prompt refunds are issued in the original form of payment. Though we process your credit immediately, please allow one to two billing cycles for the transaction to appear on your statement. Please note that fees for shipping and handling are not refundable. We recommend tracking your package to ensure delivery and protect the shipment in case of loss or damage. Availability of replacement item is not guaranteed for exchanges.
Upon arrival, returns and exchanges take up to 10 business days to process.
HOW TO RETURN
- For more information or to make a return, please visit our RETURNS CENTER
- PREPARE YOUR SHIPMENT by securely packing the return items in the box they came in, making sure to include the completed return form inside. Attach the prepaid return shipping label to your box for complimentary return shipping.
- DROP OFF YOUR PACKAGE with the carrier that matches your provided return label. Once your return or exchange is successfully processed, you will receive a confirmation notification by email.
PLEASE SEND RETURNS AND EXCHANGES TO:
Masai.com
2551 SW Grapevine Parkway
Grapevine, TX 76051
DON'T FORGET...
If you're unsatisfied for any reason with your purchase, our expert team of personal stylists is ready to help you discover a better size, fit, or look for your lifestyle. We invite you to use this complimentary service and discover your best looks yet.
Call us at 1-866-926-6886 or email customerservice@masaicopenhagen.com.We are available Monday to Friday, 8:30 AM to 5:30 PM Central Time (excluding federal US holidays).
