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14-Day Return: Hassle-free Shopping
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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:

  • A delivery note with an overview of the items received.
  • Instructions guiding you to how to return items (also shown below).
  • A returns form that you should complete and send back with the returned item.
  • 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 something isn't quite right you have 14 days to return it to us. If you wish to make a return, please follow the four steps below:

  1. Write your reason for return on the item list found on the returns form.
  2. Enclose your completed returns form with the return item(s). You may pack your returns in the same box or bag in which you received it.
  3. Attach the provided pre-paid return label to the outside of the return shipment.
  4. Drop off the package with your return at the nearest Royal Mail Drop Point. Important: Please ensure you carefully note the tracking number provided on the pre-paid return label and always get a receipt when dropping off the package. This is essential for tracking your return package and ensuring a smooth and timely refund.

If you prefer to handle your return yourself, it should be sent to:

Synergy Retail Support Ltd

Unit 3

Ravens Way

Crow Lane Industrial Estate



You are responsible for the goods until they reach us. You will also bear the cost of returning the items. Always ensure that your returned goods are securely packed. We advise you to use a trackable carrier service and to keep your return receipt until you have received a refund.

Please note: We do not collect return packages sent to parcel shops. Return packages must be delivered to the address above. We do not receive packages sent by 'cash on delivery' or suchlike.

Please allow up to 14 days for your return to be processed at our warehouse and your refund to be credited to your account. Please note that it may take 2-30 days for the amount to reach your account depending on your card provider.


I want to exchange an item

Unfortunately, we cannot offer a direct exchange. If you would like a different size or colour, please follow the return process as described above and place a new order at

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.