Terms and conditions

It's important to us that you have a good experience on our web shop.

If you have any doubts or questions/comments, you are always very welcome to contact our Customer Service.

General information

The web shop is run and owned by:

Masai Clothing Company ApS

Hammerensgade 1

1267 Copenhagen K, Denmark

Telephone: (+45) 33 32 23 33

E-mail: masai@masai.dk.

VAT no. IE3488400UH // CVR no. DK10279488

Introduction to the '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.

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.

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 ApS.

Ordering and processing 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 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 items, you will receive a receipt by e-mail.

Minimum age for purchasing

You must be at least 18 years old to purchase items on the web shop. If you are under 18, you need to have your parents' or guardians' consent to purchase on www.masai.net.

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, such as 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 still have 14 days free 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.










































The Netherlands





We take payment from your card at the time your order is shipped. Credit card payments will be processed using Altapay and Valitor. Payments will show as Masai on your bank statement.

All credit card and debit card holders are subject to validity checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Payment & Currency

The prices on the web shop are stated in the currency that apply to your country.

You can presently pay in one of the following currencies:

Danish kroner (DKK)

Swedish kroner (SEK)

Norwegian kroner (NOK)

British Pound Sterling


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.


Denmark (click to see delivery options and costs)

Norway (click to see delivery options and costs)

Sweden (click to see delivery options and costs)

Finland (click to see delivery options and costs)

Germany (click to see delivery options and costs)

UK (click to see delivery options and costs)

Ireland (click to see delivery options and costs)

France (click to see delivery options and costs)

Belgium (click to see delivery options and costs)

The Netherlands (click to see delivery options and costs)

When your order has been shipped we will send you a despatch confirmation by email. This will include a tracking number of your parcel to track its progress. If you have created an account when ordering, you can log in to see your order details and delivery status.

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

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.


Once your order has been sent, you will receive an email from us. This also serves as your receipt.

Follow your order

You can follow your order by using the Track & Trace link you receive in your email with your receipt and notification that your order is on its way. Please note that it may take up to 24 hours after you received the link until it is active on the carrier's website.

You can also check your order status and find tracking information here on the website. If you have an account with us, just log in and you can find the information under 'Orders'. If you don't have a Masai account, you can use the 'Check Order' feature.

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 product and receive 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 your 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.


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 www.masai.net.

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 kontakt@masai.dk or calling on (+45) 32 24 34 00. 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 to try it on as if you would have in a physical store.

Other conditions

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 condidence. 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.


If we don't manage to rectify your complaint, you can also file a complaint to the Center for Complaint Resolution, providing all the necessary conditions are fulfilled.

Konkurrence- og Forbrugerstyrelsens Center for Klageløsning, Carl Jacobsens Vej 35, 2500 Valby, Denmark, Email: cfk@kfst.dk.

You can also use the EU Commission's online complaint portal. This is particularly relevant if you are a consumer residing in another EU country. You can file a complaint on the following link: http://ec.europa.eu/odr. When submitting a complaint, you should state our email address: kontakt@masai.dk.

If we are unable to reach a joint solution through the Center for Complaint Resolution, you have the right to appeal to the Consumer Complaints Board. Click here.

Governing law and jurisdiction

Any agreement made between us subject to these Terms and Conditions shall be governed by Danish law. Any dispute arising in connection with our agreement, including its existence or validity, shall be brought before a competent court in Denmark.