Terms and conditions

It's important to us that you have a good experience.

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@masai.co.uk.

Web shop customer service

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: 0125 226 8440

E-mail: contact@masai.co.uk

We are ready to answer your calls Monday – Thursday from 8.00-15.00 and Friday from 8.00-14.00

Information about Masai Clothing Company

The web shop is run and owned by:

Masai Clothing Company UK Ltd.

823 Salisbury House

29 Finsbury Circus

London EC2M 5QQ

United Kingdom

Telephone: (+45) 33 32 23 33

E-mail: masai@masai.dk.

Company No. 05912176

VAT No. GB 898 7654 34

Introduction to purchasing terms and conditions

These terms and conditions apply when you order items from the web shop.

Therefore 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 UK Ltd.

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.

Ordering and processing of your order

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: Contact Customer Service.

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.masai.co.uk.

When are you bound by an order?

Before you complete your order on the web shop, you have the option to change the information you've entered: for example 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.


Payment methods

We accept the following payment methods on www.masai.co.uk:

- Visa

- MasterCard

- PayPal

- Klarna

Payment with credit cards

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.

Payment with Klarna

In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice

When is the actual payment deducted?

Once your item 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.

If you wish to change your country, thereby affecting the language and currency, you can do this at the top left of the web shop, but regardless of this, 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 have purchased an item on www.masai.co.uk, it usually takes 1-3 business days before you receive your goods.

However, we do note that delivery times may be longer during peak periods – especially in conjunction with sales and public holidays.

We currently ship to addresses in Denmark (not Greenland and the Faroe Islands), Norway, Sweden, England, Scotland and Wales (not Northern Ireland, Isle of Man, Isle of Scilly, Channel Islands, Shetland Islands, the Hebrides, Jersey, Guernsey and Gibraltar), Ireland, Germany (not Heligoland and Büsingen) and Finland (not the Åland Islands).

For delivery options in the different countries, we ask you to refer to the terms and conditions for each specific country.

All in one parcel

As a rule, we always send the whole order in one shipment.

If this is not possible, we will contact you.

Delivery options

In England, you have the following options:

Standard delivery:

Delivery to your work or home address by Royal Mail.

Delivery time: 2-4 business days

Delivery costs: Standard delivery is free when you shop for over £95.

If you shop for less, delivery costs are £3.95.

Express delivery:

Delivery to your work or home address by Royal Mail.

Delivery time: 1-2 business days

Delivery costs:£5.95

If there is nobody to sign for your parcel, Royal Mail will leave information regarding where the parcel can be collected.

You have 14 days to pick up your order, after which it will automatically be returned to our warehouse.

Receiving a delivery and warranty

The delivery has to be signed for when you receive it. It doesn't have to be you who signs for it. Other people at the delivery address (such as a family member, friend, receptionist etc.) can also sign for it with binding effect on your behalf.

We provide warranty under English law.

Therefore, if your goods are incomplete, or we have delivered the wrong goods, please contact our Customer Service. If you can you already see missing goods etc. at the time the shipper wants to make the delivery, you should refuse to accept the goods.

Faulty or wrong goods

If you wish to complain about an item, or have received the wrong item, please contact our Customer Service if you have not already refused to accept the package when it was delivered.

In case of faulty or wrong goods, you can choose between the following options:

1) Return the item and have the purchase price and all shipping costs refunded.

2) Return the item and re-order a similar product.

3) Keep the product and request a proportionate reduction of the purchase price.

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.

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, wear and tear or damages, 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 as easy as possible for you with Masai – and the same applies to returning items too.

When you receive your delivery, in addition to your ordered goods, it will always contain the following:

  • A delivery note with an overview of the item(s) you receive.
  • Guidelines that instruct you how to return items (also shown below).
  • A returns form that you should complete and send back when you return any 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.

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 www.masai.co.uk.

The condition of the item upon return

You will only be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and the way they work. In other words – you can try on the item in the same way as if you tried it in a physical store.

If the item has been tried more than what is outlined above, we consider it as used, which means that when using the right of withdrawal, you will only receive part or none of the purchase amount back, depending on the product's commercial value.

Right of withdrawal

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@masai.co.uk or calling 0125 226 8440. 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.

Other conditions


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.


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.


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 shop at the web shop, 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 English law. Any dispute arising in connection with our agreement, including its existence or validity, shall be brought before a competent court in England.