Returns

We want to make things as easy as possible for you to shop at Masai – and the same applies to returning items.

When you receive your delivery, in addition to your ordered items, the following will always be included:

1) A delivery note with an overview of the items received.

2) Instructions guiding you to how to return items (also shown below).

3) A returns form that you should complete and send back with the returned item.

4) 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 you wish to return one or more of the items by sending it/them, please follow the 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 item(s). You can pack the item(s) in the same box or bag that you received it in.

3) Attach the pre-paid return label to the outside of the return package. We recommend you use the enclosed return label for a quick and free return; make sure to note the tracking number on the return label and always get a receipt when dropping off the package. You are liable for the return package until we receive it, and also for any postage costs, if you do not use the provided return label. If you are missing a return label, please contact our customer service.

4) Drop off the parcel with your return(s) at the nearest Royal Mail Drop Point.

When we have processed your returns you will receive an e-mail. The amount of the returned item(s) will be returned to your account. Please note that it may take 2-30 days for the amount to reach your account depending on your card provider.

Swap for something else?
If you send your return item back to us, we are unfortunately unable to change if for another colour, size, or item. Fortunately, there is an easy solution: If you would like a different size or colour ,or perhaps a completely different item, just return your item as mentioned above and then place a new order at www.masai.co.uk.

Need help?

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

Thank you for shopping at Masai.



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