We want to make things as easy as possible for you to shop at Masai – and the same applies to returning items. Please note that we do not offer a free returns service. You are therefore responsible for paying return costs. 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.
How to returnIf you wish to return one or more of the items by sending it/them, please follow the 3 steps below: 1) Write your reason for return on the item list found on the returns form. 2) Attach your completed returns form together with the item. You can pack your returned item(s) in the same box or bag that you received it in. 3) Send the parcel to: Sales Supply Att: Masai 5 Station Court Station Lane Hethersett NR9 3AY UK Remember to keep your receipt as proof of sending the parcel. Once we have received your returned parcel at our warehouse in Denmark, we will process it as soon as possible. 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 it depends 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.
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.