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:

1) A delivery note with an overview of the items you receive.
2) Guidelines that instruct you how to return items (also shown below).
3) A returns form that you should complete and send back with the returned item.

When we have received your returned parcel, we will process it as soon as possible. Then the value of the returned item will be refunded into your account. Please note! We do not receive packages sent by 'cash on delivery' or suchlike.

Exchanging for something else by returning a parcel
If you return your product as a shipment, unfortunately we do not have the capacity to exchange it for another colour, size or item. Fortunately, there is an easy way to solve this: If you'd like a different size or colour, or maybe a completely different item, you just return your item as mentioned above, and then place your new order on

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.

Returns to a local Masai store

You can also return items to your local Masai store (not retailers – only Masai concept stores). Here you can exchange your item with another one straight away. You can find a list of our stores here.

Need support or assitance?

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

Thank you for shopping with Masai.

Please note: Masai reserves the right for typing errors, price changes, extraordinarily busy times and inventory errors.