Return and Exchange Policy

Products must be returned within 14 days of receipt in order to qualify for a refund or exchange. The returns and exchanges must be registered via our Returnista Portal. Here you can buy your return label and track your return at all times. Orders not sent through our return portal can unfortunately not be accepted.

In order to qualify for a refund or exchange, the following rules apply:

• Products must be unworn and accompanied by the original tags.
• Products must be returned in their original and undamaged shoebox.
• Returns must include the original packing slip that was provided with the delivery.
• Shipping fees are non-refundable.

If the returned products do not meet these requirements, they will not be accepted and will be sent back to you.

Processing time:

Exchange: The new shoes will be shipped within 10 business days after receiving the return. You will receive an email confirmation once the order has been processed. You will also receive an email with a tracking code to track your shipment.
Refund: The refund will be processed within 10 business days after receiving the return. You will receive a notification once it has been issued.
Store credit: Store credit will be issued within 10 business days after receiving the return. You will receive an email with your store credit code.

Please note that 10 business days are an estimate. We do our best to process everything as quickly as possible.

If you have any questions regarding your return or exchange, please contact us directly at customerservice@masongarments.com.

For questions about your return label, please contact our partner Returnista via support@returnista.nl.