1. Can I return my online order?

    Arrange it yourself Products must be registered within 14 days of receipt to be eligible for a refund. Defective products can also be returned. The return must be registered via: https://masongarments.returnista.comA return label can also be purchased here, which must be affixed to the return ...

  2. Can I return my store purchase by post?

    No, unfortunately it is not possible to return your store purchase to us by post. You can return your purchase at the store where you made your purchase provided that you have the correct receipt.

  3. What are the conditions for returning a product?

    The following rules apply to returns: • Products must be unworn and provided with the original labels. • Products are still in the original and undamaged shoebox. Note that a bag or box must be placed around the shoebox to protect it. • Returns must be provided with the fully completed ...

  4. I have received the wrong product. How do I get the right product?

    Oops, we made a mistake when packing. We of course will be happy to solve this problem for you. Feel free to contact our customer service at customerservice@masongarments.com so we can help you immediately. If you like, you can already send the wrong product back to us using the enclosed ...

  5. I did not receive a return form. Can you re-send this?

    Oops, did we forget to include your return form? Do you want to return your package? Download the Return Form here. Fill it in completely to avoid delays.

  6. I have returned my order. When will I get my money back?

    You will always get your purchase amount back the same way that you paid for it. Returns are usually processed within 8 days. Please note that, depending on your bank, it may take up to 3 business days for the booking to appear on your account.

  7. Can I return my online order in a store?

    No, unfortunately this is not possible. Online orders cannot be returned or exchanged at a store; these can only be returned to our return address with your completely filled in return form enclosed.

  8. What happens to your products once they have been inspected by our inspection department and have been categorized as production defects?

    All of our shoes are handmade in Italy. As a result, it sometimes occurs that a minor flaw is detected on a shoe. These shoes will no longer be sellable and/or wearable since they do not meet our high quality requirements. But what happens with these rejected shoes? Unfortunately, it sometimes ...

  9. Can I exchange my online order?

    No, unfortunately not. All returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour you will need to place a new order.