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Frequently Asked Questions
Brand and Products
Mason Garments is a Dutch footwear brand founded in Amsterdam, the Netherlands. The shoes are handcrafted in Italy using premium materials, combining Dutch design with Italian craftsmanship.
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 one size bigger. Each product page also includes detailed sizing charts and “Find my size” link to help you select the best option.
For models like Venice, Maranello, Napoli, Tia Dress and Genova, we recommend taking a size bigger 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.
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.
Account
You can register or log in to your account via the "My account" icon in the menu.
Benefits of a personal account are:
• Faster checkout
• View and follow your orders
• Saving multiple delivery addresses
• View your order history
Our entire website, including the one-step checkout protocol of the webshop, uses the Secure Socket Layering (SSL) encryption technology. Your Internet connection with the Mason Garments website is secured with 256-bit AES encryption on a Comodo RSA Extended Validation certificate that is routed via a secure server. All personal, payment and private data are safe for external enforcement authorities.
To be 100% clear: the Secure Socket Layering (SSL) encryption technology applies to all parts of the website where sensitive information is used. We realize that all data and traffic is sensitive, so we offer a complete Secure Socket Layering (SSL) secure website. You can check this by looking at the green address bar at the top of your browser.
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
At masongarments.com you can pay via iDeal, Klarna (pay afterwards), Riverty (pay afterwards), Apple Pay, PayPal, Visa, MasterCard, and American Express.
Problem with payment? Some tips:
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 can help to use a different web browser.
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.
No, we do not have any stores that exclusively sell Mason Garments. However, you can find us at more than 100 retailers worldwide.
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.
Shipping
In the Netherlands the following applies: ordered before 11 pm, 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. For Dutch customers; if you are not at home the first time, DHL will offer the package again the next day. After the second attempt the courier takes your order to the nearest Parcel Point. The package stays here for two weeks and is then sent back.
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.
It is not possible to have orders delivered to a PO box.
Unfortunately, you cannot select this option directly on our website. However, you do have the possibility to change your deliveryoption with your track and trace code from the courier. You can log in and choose to have your package delivered to a Parcel Point. You can pick up your package at the requested Parcel Point, provided you have a valid proof of identity with you.
We ship our products worldwide if requested. We therefore accept credit cards from all countries.
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.
Giftcards
Understated the steps you have to fulfill to redeem your gift card.
Step 1: log in with your account or fill in all your address details
Step 2: choose the gift card payment method
Step 3: place order
Step 4: scratch to reveal the pin code on your gift card
Step 5: fill in your first name, last name, 19 digit card number and pincode
Please contact our customer service agents to solve this problem: customerservice@masongarments.com
State the following information in the e-mail:
- Card number
- First name and last name
- Date presented on the card sleeve
No, unfortunately we do not (yet) provide this service.
Made in Italy
Designed in Amsterdam, handcrafted in Italy
Premium materials
Sustainably sourced, premium materials
Free shipping
Free and fast shipping within the EU for orders above €50