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Frequently Asked Questions
Brand and Products
Mason Garments is a Dutch footwear brand founded in Amsterdam, the Netherlands. The Mason Garments shoes are handcrafted in Italy using premium materials, combining Dutch design with Italian craftsmanship.
Find more information on the About Us page.
Mason Garments is a premium footwear brand known for its focus on timeless design, high-quality materials, and refined craftsmanship. We emphasize durability and style over fast fashion trends.
Mason Garments shoes are crafted from carefully selected premium materials and finished with attention to the smallest details, offering a balance of comfort, quality, and modern elegance. The collections typically feature clean, versatile silhouettes designed to complement both casual and smart wardrobes.
Overall, Mason Garments represents a contemporary luxury approach to footwear, combining minimalist aesthetics with long-lasting construction.
Read more on Craftsmanship page.
Yes. While some styles are only produced in bigger or smaller sizes, most of Mason Garments sneakers are unisex. Our sizing runs in EU sizes and is suitable for both men and women, making it easy to find a pair that fits your style and comfort.
Tia and Torino are two of the classic (and most popular) Mason Garments sneaker silhouettes. They slightly differ in design details and overall look:
- Tia: features a sleek low-top silhouette with clean lines and a separate heel counter layer, making it a versatile everyday sneaker. It has a minimalistic look with subtle branding. The Tia silhouette also has multiple variations like Tia Dress (even more minimalistic shoe), Tia Sport (with a side panel for a sportier look) and Tia Sarbini (with a different outsole).
- Torino: features one-piece folded side panels and the t-throat connection of the tongue and cap toe, making it a more structured silhouette.
Choosing between them depends on whether you prefer a classic, minimalistic style (Tia) or a more structured statement-making sneaker (Torino).
Mason Garments shoes generally fit true to size. You can check the general size chart here. For most models, we recommend choosing your regular EU size. If you are between sizes or prefer a roomier fit, we suggest taking a larger size.
Each product page also includes a detailed sizing chart and “Find My Size” link to help you select the best option. For models like Venice, Maranello, Napoli, Tia Dress and Genova, which have a narrower fit, we recommend taking one size up for the best fit.
You can check the general size chart here.
Additionally, on each product page, you can view the size chart specific to that product.
Mason Garments shoes are designed to feel comfortable and supportive for everyday wear. Thanks to the use of high-quality, soft mesh linings and ergonomic insoles, they provide a cushioned and comfortable fit throughout the day.
Most of Mason Gaments sneakers are crafted using the sacchetto construction technique, a method commonly used in high-end footwear, which creates a glove-like fit.
Follow these steps to clean your Mason Garments shoes:
Step 1: When cleaning suedes and nubuck, use the brush from our Jason Markk Suede Cleaning Kit to lightly brush off any excess dirt. Use the harder brush provided in the Jason Markk Essential Kit to lightly brush the outsoles and more durable materials such as leathers.
Step 2: After brushing, use the Jason Markk Suede Cleaning Kit’s eraser to gently erase most stubborn dirt stains on the outsoles, suedes and nubuck.
Step 3: On more durable leathers and outsoles, use the cleaning solution and brush provided in the Jason Markk Essential Kit. Dry gently with a cloth. We do not recommend using this cleaning for dyed suedes and nubuck since they are most likely to bleed in contact with the solution.
Step 4: Protect your suede, nubuck, canvas and other absorbent material shoes against liquids and stains with Jason Markk Repel Spray. The odorless and colorless formula will not alter the look or feel of the material.
Our recommendations to ensure the longest lifespan of your shoes:
- Protect from direct light, rain, or extreme heat.
- If the shoes get wet, dry them with a soft cloth immediately after their contact with water.
- To help hold the shape and absorb any excess moisture, fill the shoes with the provided filling paper when the sneakers are not in use.
- We recommend using a special cleaning kit for suede and nubuck parts.
- Avoid machine washing.
Yes, Mason Garments sneakers are well-suited for business casual outfits. The minimalist, timeless design and premium materials make them easy to pair with tailored trousers, chinos, or smart denim.
You can find the recommended list of Mason Garments shoes for your Work day, be it in the office or at professional meetings outside.
Mason Garments sneakers are a stylish choice for weddings, whether you're a groom or a guest. Models with clean silhouettes, smooth leather or suede uppers, and neutral colors (such as white, black, or beige) work especially well for formal and semi-formal occasions.
On our Wedding occasion page you can find the recommended selection of shoes for your events.
Account
To access your account, click the Account icon at the top of our website and enter your email address.
Our customer account system uses a one-time verification code sent to your email address, so you do not need to remember or reset a password.
If you haven't received the verification email, please check your spam or junk folder and make sure you've entered the correct email address.
Still having trouble? Contact our customer service team at customerservice@masongarments.com for assistance.
You can easily change your details on your personal account page in a few steps. Log in with your account details. Click the button Manage to adjust your information. Rewrite the field that you want to adjust and click Save at the bottom of the page. Your new data has now been saved.
Shopping information
Our customer service team is happy to assist you with any questions about your order, our products or services.
You can reach us by submitting a request through our Contact page.
Please note that we do not offer customer support by phone. All customer service inquiries are handled via email.
Our team is available Monday to Friday, from 09:30 to 16:30 (Amsterdam time). We aim to respond to all inquiries within 1–3 business days.
For order-related questions or complaints, please include your order number and a clear description of the issue.
At masongarments.com, we offer a variety of payment methods, including iDeal, Klarna (pay afterwards), Riverty (pay afterwards), Apple Pay, PayPal, Visa, MasterCard, and American Express.
Please note: Available payment methods vary depending on your delivery country. Once you've entered your delivery address at checkout, you will see all payment options available for your order.
Having trouble with your payment?
It is possible that there is a temporary outage at one of the banks. Please try again after 15 minutes or try paying with one of the other payment methods offered. Sometimes it might also help using a different web browser.
Klarna is one of the payment methods offered on our website, but it may not be available for every order. Availability depends on your delivery country and shipping address.
Once you've entered your delivery address, you'll see the payment methods available for your order.
Riverty may be available as an alternative buy now, pay later option, depending on your country and eligibility.
Please note that Klarna and Riverty assess eligibility independently, and Mason Garments cannot influence their approval decisions.
We are happy to help you place an order.
1. Search the product of your wish on www.masongarments.com.
2. Select your desired size and colour.
3. Click on the ‘ADD TO CART’ button. Please note, this does not mean that the item is reserved for you.
4. Add multiple products to your shopping cart if you like.
5. Finished shopping? Click on the top right on your Shopping cart.
6. You are now viewing your Shopping Cart. Is this correct? Then you can click the ‘CHECKOUT’ button.
7. Enter your details and choose a payment method.
8. Your order has been placed! We will send you a confirmation by e-mail and we will immediately start working on your order.
How nice that you have placed an order with us!
As soon as your package leaves our warehouse you will receive an e-mail with a track and trace code. This allows you to follow your package from door to door.
Thank you for your order!
We usually send a confirmation of your order within 30 minutes. Did you not receive anything? Then it may be that our confirmation has ended up in your junk e-mail or Spam folder. Is this not the case? Send an e-mail to customerservice@masongarments.com. We will send you the confirmation email as soon as possible.
Already created a personal account? Then you can also find your order under the Orders in your account.
You can shop Mason Garments online at masongarments.com, at our Rotterdam flagship store located at Kruiskade 59, 3012 EE Rotterdam, and through selected retail partners.
Mason Garments is stocked by selected retail partners. For availability in specific cities or regions, it is recommended to contact Mason Garments customer service for the most up-to-date information.
Mason Garments also offers a convenient online shopping experience with access to the full collection, detailed product information, and international delivery to many countries.
On our product pages you can immediately see if a specific item/size/colour is still in stock. Unfortunately you cannot reserve our products in advance. A product is only reserved when the payment has been made. Please note that when you have added a product to your shopping cart, it does not mean that the item is reserved.
To be eligible to refund the price difference, the order must meet the following:
• Notification must be made within a week of purchase.
• The size must still be available on the website. We only check this when the notification is made within 1 week after purchase.
We cannot refund the price difference to you if you are not eligible based on the criteria mentioned above. In addition, a shoe can of course only be returned if it still has the tag, has not been worn and falls within the return period of 14 days.
You can enter a discount code in the last step of the order process. At the bottom of the checkout page you will see a bar with Discount code. Enter your discount code here and click on the Use discount code button. When the discount has been processed, the discount amount will be deducted from the total price. The discount amount is also shown separately.
Please note that each discount code has specific conditions that the order must comply with before the discount on the order is settled. These conditions are stated with the discount code.
Please note that each discount code has specific conditions that the order must comply with before the discount on the order is settled. These conditions are stated with the discount code (for example in an e-mail and/or promotion pages).
Terms and Conditions:
• A discount code is valid once
• In the event that you return your order, your discount code is not valid again for a subsequent order
• Discount codes are not valid on sale items
• After the expiration date of the discount code, you can no longer claim the discount
• Discounts cannot be redeemed afterwards on an order that has already been placed.
Unfortunately, after placing an order, it is not possible to settle a discount code afterwards. The customer service cannot help you with this either. You can, of course, use the discount code with your next order.
Check if you have entered the discount code correctly. If it is correctly spelled but still does not work, please send an email to customerservice@masongarments.com.
No, unfortunately this is not possible. The discount code cannot be exchanged for products that have already been discounted by us, unless stated otherwise.
Returns and refunds
Products must be registered within 14 days of receipt in order to be eligible for a refund. The return must be submitted via our Returns page.
You can purchase a return label via our return portal. In the portal, you will also receive the return address and clear instructions on how to return the items.
To be eligible for a refund, the following conditions apply:
- Products must be unworn and include the original labels.
- Shoes must be in the original and undamaged shoebox.
- Please ensure the shoebox is placed inside a shipping box for protection.
- Returns must always be accompanied by the original packing slip.
If the returned product does not meet these conditions, we unfortunately cannot process it and will return it to you.
Yes, you can exchange your online order for a different size or model.
Products must be registered within 14 days of receipt to be eligible for exchange.
The return must be registered via our Returns page.
Our exchange process:
When you choose exchange by coupon, you will receive a gift card code that allows you to order another pair of shoes directly from the Mason Garments website.
- Customers in the Netherlands, Belgium, and Germany: the coupon will be issued once the package has been dropped off at a parcel point.
- Customers outside these countries: the coupon will be issued once the shoes have been received and inspected by us. This may take up to 10 working days after receipt.
Conditions for exchanges:
- Products must be unworn and include the original labels.
- Shoes must be in the original and undamaged shoebox.
- Please ensure the shoebox is placed inside a shipping box.
- Returns must be accompanied by the original packing slip.
If the returned products do not meet these conditions, they will not be accepted and will be returned to you.
Return costs are covered when you choose an exchange.
Please note: Always register your exchange via our Returns page.
Your return is completely free of charge when you choose an exchange by coupon. If you choose a refund, however, the return costs are at your own expense. You can check the costs on the Returns page.
If you have received an incorrect item or a defective product, we will of course cover the return label.
Return shipments are processed within 10 days of receipt and refunded via the original payment method. Once the refund has been processed, you will receive a confirmation by e-mail. Please note that the visibility of the refund on your account may depend on your bank.
Please note: Always register your return via our Returns page.
Track your return: You will receive several emails keeping you updated on the status of your return.
Questions? Please feel free to contact us via our Contact Page.
Return shipments are processed within 10 days of receipt and refunded via the original payment method. Once the refund has been processed, you will receive a confirmation by e-mail. Please note that the visibility of the refund on your account may depend on your bank.
Oops, there may have been a mistake during the packing process. This can happen as all our packages are prepared by hand.
Of course, we will resolve this for you as quickly as possible. You can report your complaint through our Returns page. There, you can indicate that you have received the wrong product and upload the requested photos. After verification, you will receive a free return label, and we will send you the correct pair.
You can register your complaint through our Returns page. There, you can indicate that you received a defective product and upload the requested photos. After verification, you will receive a free return label, and we will send you a new pair.
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 turns out that shoes are not wearable (anymore). These are rejected by our inspection department and subsequently destroyed as a whole. Fortunately, this is only a small part of the rejected shoes, less than 10%! Because of the fact that our shoes contain many components they are not suitable for recycling. Consider for example the eyelets, lacing tips, gold foil and the use of many different materials such as foam, mesh and leather. If you do not properly disassemble these components and they end up together during the recycling process, this will have greater negative consequences than when the shoes are completely destroyed as a whole. Naturally, we want to prevent these negative consequences.
We are actively looking for a solution to break down rejected shoes in such a way that it is environmentally conscious. For example, in 2019 we developed a shoe together with Coca Cola, consisting of recycled rubber and, as sustainable as possible, responsible leather. In line with this, we are always looking further on how to contribute to a better world.
Thankfully, a very big majority of these rejected shoes are still wearable. These shoes have minor flaws, such as a slightly crooked stitch. Certainly good enough to wear, but they just do not meet our high quality standards. These shoes are donated to various charities. We try to maintain a variety in charities we support so we can serve a wide group of people. From youngsters to elders. Both national and international.
We will gladly provide you with an estimate of how long the handling of your complaint will take. Please send an email to customerservice@masongarments.com for more information.
According to the law, you are first of all entitled to a 14-day cooling-off period for most purchases you make online. However, there are exceptions to this.
Quality and control is an important pillar within the Mason Garments philosophy. If, despite this, you suspect that your product contains a production error, we would of course be happy to look into this. In that case, please contact us by e-mail. Do not forget to include the following information:
- Order number
- Date of purchase
- Description of the miss
- Photos of the entire shoe and the location of the miss.
If you purchased Mason Garments items from another retailer, please contact the store or website where you made your purchase for assistance with returns, exchanges or warranty claims.
As your original point of purchase, the retailer can guide you through the applicable return or warranty process. Please make sure to keep your proof of purchase.
For general product-related questions, our customer service team is happy to assist you at customerservice@masongarments.com.
Shipping
In the Netherlands the following applies: ordered before 21:30, delivered the next day.
For international orders:
- Germany 2-3 days
- Rest of EU 2-8 days
- United Kingdom 4-10 days
- United States 10-24 days
- Rest of the world 10-24 days
These times may vary when in periods of sale, and thus are not binding.
You will receive an email with track and trace code as soon as your order has been shipped out. This allows you to track your package.
Please note the following: The ordered products will only be sent after your payment has been confirmed and checked by us. Besides, Mason Garments does not deliver to P.O. Boxes.
When you place an order, you will first receive an order confirmation. Next, your order is automatically forwarded to our warehouse, where it is carefully packed and prepared for shipment. Once your order is picked up by the carrier and scanned, you will receive an email with a tracking link from the carrier. With this tracking link, you can follow your shipment.
Yes, pickup-point delivery is available in the Netherlands and Germany.
In the Netherlands, you can select a DHL ServicePoint or Budbee parcel locker at checkout.
In Germany, you can select a DHL parcel shop or a DHL Packstation. Please note that delivery to a DHL Packstation requires a valid DHL Postnumber (customer ID).
Other destinations currently don’t have pickup point delivery option. However, depending on the carrier, you may be able to adjust the delivery location in your track and trace, after the order is placed.
It is not possible to have orders delivered to a PO box.
To check whether we deliver to your country, select your country or region at checkout. If your country is available for selection, you can place an order and view the available delivery options. If it is not listed, we currently do not deliver there.
You will not have to pay import duties for all orders from the European Union (EU). However, if you have placed an order from outside the European Union (EU), there might be a possibility that you have to pay import duties to successfully receive your order. Mason Garments is not responsible for the possible import duties of your order. Therefore, Mason Garments highly recommends to check the custom laws of your country before placing an order.
Rotterdam store
Explore our collection of premium Italian-crafted footwear, ready-to-wear, selected accessories, and home decor.
The flagship store brings together the world of Mason Garments in one space with fashion, music, coffee, lifestyle, and events.
For updates on upcoming in-store events and special experiences, keep an eye on our Store and Events pages.
No appointment is needed. You're welcome to visit our Rotterdam flagship store during regular opening hours.
You can get to the Mason Garments store by public transport. The flagship is located at Kruiskade 59 in the centre of Rotterdam. The nearest metro station is Stadhuis, just a short walk from the store. You can also easily reach us from Rotterdam Central Station.
The Mason Garments flagship is also accessible by car. Paid street parking is available nearby. Other options are Interparking Kruiskade at Kruiskade 21 or Q-Park Weena at Karel Doormanstraat 10. Both are just a short walk from our flagship store. We recommend checking parking availability and rates before your visit.
At the Mason Garments Rotterdam flagship store, we accept both cash and card payments for your convenience.
Online discounts and promotions may not always be valid at our Rotterdam flagship store. This depends on the terms and conditions of each promotion. We recommend checking the promotion details online or asking our store team or customer service team for more information.
Online orders are handled through our online returns process and cannot be returned or exchanged directly at the Rotterdam store. Please register your return or exchange via our Returns page and follow the instructions provided.
Yes, full-priced footwear and clothing purchased in our store can also be returned or exchanged online. Simply submit your request through our returns portal.
Other product categories (such as accessories or home decor) or items bought at a reduced price cannot be returned online.