If for any reason you are not entirely satisfied with your purchase at, you have the possibility to return unworn, unwashed, and undamaged products to us.

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 goods, it will always contain the following:

1) A delivery note with an overview of the item(s) you receive.

2) Instructions guiding you to how to return item(s) (also shown below).

3) A returns form that you should complete and send back with the returned item(s).


1) Write your reason for returning on the item list you will find on the returns form.

2) Pack the item(s) you wish to return. All items must be in their original condition for you to receive full refund. Enclose your completed returns form together with the item(s). You can pack your shipment in the same box or bag that you received it in.

3) Send your package with your returned items to

3PL Worldwide
c/o Masai Webshop Returns
75 Aircraft Road
Southington, CT06489

Returned products without tags intact, or received more than 30 days after the purchase date will not be accepted. Please note that we do not receive packages sent by 'cash on delivery' or suchlike.

You are responsible for the items until they reach us. So remember to keep your receipt as proof of sending the parcel.

Once we have received your returned parcel at our warehouse, 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. However, Customer is always solely liable for payment of, and if possible, obtaining a refund for, any Taxes, and to extent any Taxes have been charged to Masai, these will be deducted from any refund due to Customer . Further, shipping costs will be deducted as well . Please note that it may take 2-30 days for the amount to reach your account depending on your card provider.

Exchanging for something else

Unfortunately we do not have the capacity to exchange your return(s) for another colour, size or item.

Fortunately, there is an easy solution to solve this: If you’d like a different size or color, or maybe a completely different item, just return your item(s) as mentioned above and then place a new order at

The condition of the item(s) 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 worn/used 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.


If you have any questions or concerns, please feel free to contact our Customer Service:

We'll do our best to answer your mail within 24 hours.

Thank you for shopping at Masai.

Please note: Masai reserves the right to typing errors, price changes, extraordinarily busy periods and stock errors.