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Frequently Asked Questions
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), 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 e-mail and/or promotion pages).
Terms and Conditions:
• You can only use one discount code with your order
• 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
You can arrange it yourself!
Products must be registered within 14 days of receipt to be eligible for a refund. The return must be registered via the Returnista portal.
A return label can also be purchased there, which must be affixed to the return package.
To be eligible for a refund, the following rules apply:
- Products must be unworn and have the original labels
- Shoes are still in the original and undamaged shoe box. Make sure to put a bag or box around the shoebox to protect it
- Returns must be accompanied by the fully completed Return Form
- Return costs are not reimbursed.
If the received products do not meet these requirements, they will not be accepted and will be returned to you.
Returns are processed within 8 days of receipt. Note that it depends on your bank when the chargeback is shown on your account.
Tip: Always send your return package via our return system.
TRACK YOUR RETURNS
(check if your returns have already been processed) -> MG Account login
For questions: customerservice@masongarments.com
Yes, you can exchange your online order for a different size of the same model. You can do this through the Returnista portal.
If you would like to exchange the shoe for a different model, please initiate the return process so that we can create a refund for you. You will need to place a new order on our website for the replacement model yourself.
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 return form.
• Return costs are not reimbursed.
If the products received do not meet these requirements, they will not be accepted and sent back to you. Returns are processed within 8 days of receipt. Please note that depending on your bank, it may take up to 4 business days for the booking to appear on your account.
Tip: always send your package with a track and trace number. Mason Garments. Does not accept any liability for loss or delay of packages in the postal service.
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.
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. You can initiate the return process on the Returnista portal.
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.
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.
That should not happen! We are happy to discuss the options with you. In order to do so, please contact our customer service and send an e-mail to customerservice@masongarments.com.
Hopefully we can come to a good solution together.
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 are happy to give you an indication of how long your complaint handling will take! For this, please send an email to customerservice@masongarments.com.
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 and handeling
In the Netherlands the following applies: ordered before11 p.m., delivered the next day.
For international orders:
Europe: 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.
Size guide
You can check the general size chart here.
Additionally, on each product page, you can view the size chart specific to that product.
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.