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SHIPPING & RETURNS

We will accept returns for any reason, and issue a refund or store credit. Anything that has been purchased online can be returned to our warehouse. Within 14 days, orders may be returned and we will issue a refund. To send the item back please fill in the return form you received with your order and send it back to the relevant address. Instructions on how to send it are on the return form.

  • All products must be returned within 14 days of receipt.

  • All products must be unworn and unwashed.

  • All products must have all original Masa Cinta tags still attached.

  • Shipping back to our warehouse is at the customers’ own cost.

If you do not like your new purchase, you may return the item(s) for a full refund of the purchased price, by mail to our warehouse. We only accept undamaged, unaltered, unsoiled, unused, unworn and unwashed products (other than to try the product(s) on and in the same state that it was sold to you). Please note that where possible, any labels or tags must remain intact and attached. The product(s) should be returned in or with its original packaging.

Exchange and Refunds
We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer. Refunds and exchanges will only be given on items returned within 28 days of receipt of the order. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. As soon as we have received and approved your return, it will take approximately 7 to 10 business to process your refund.

Late or Missing Refunds
In the event that you haven't received a refund yet, first check your account balance with the payment method you used. Please note that it always takes some processing time before a refund is issued. In the event that you have already contacted your payment carriers and banks and regardless you have not gotten your refund yet. Please get in touch with us on our email info@masacinta.com

Standard Refund Method
Refunds will be issued the same method of payment and the same credit or debit card as the original purchase (except for gift cards and e-gift cards, in which case you will be refunded a credit onto a new gift card). Shipping charges and sales tax on shipping are not refundable.

Faulty Items
We will return a product for faulty if it has failed to live up to its life expectancy and is covered by our warranty policy. The warranty policy is dependent on the product category and reason for failure. We will not return a product for faulty if it isn’t covered by our warranty policy or if it the product was damaged whilst being used in a way that it was not intended. The intention of use is at the discretion of Masa Cinta and will be judged in a reasonable way. If you have received an item which is faulty, or the incorrect item in your delivery. We will help you rectifying this as soon as possible. Please email to info@masacinta.com with the image of the item showing the fault, a description of it and your order details.

Damaged goods during shipment
Make sure you check your item(s) once you receive your package. Shipping is done immediately you order any item at Masa Cinta Retail bv. Any harm from delivery must be accounted for to us within 14 days of receipt of the item(s). In the event that you get your item(s) and it has been damaged during shipment, please email to info@masacinta.com immediately. Include an image and description of the damaged goods. This information is very useful to us in ensuring that our items are bundled and sent appropriately. We will issue a refund for the damaged goods and you can make the order again.

Shipping

The estimated delivery time depends on the country. As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. All shipping prices includes VAT. Please be aware of a longer delivery time during the holidays and sale periods. We are working towards having your order processed within 5 working days. 

Product Appearance 
The images of the products on the (desktop or mobile) website and/or app are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your screen's display can accurately display the colour of the products. Your products may vary slightly in colour from those images. the packaging of the products may vary from that is shown on the images on the (desktop or mobile) website and/or app. 

Processing Guidelines 
All products on the website are subject to availability and payment being received before your order is processed. We will contact you if the products you have ordered are out of stock, or if additional identification is needed for credit card verification. 

Delivery Date estimates 
We aim to deliver all orders within five working days of your order being processed. Once your order is shipped, we will send you a tracking number through email. Please note that it may take up to 48 hours before the tracking number can be updated online. 

International Shipping Policies 
If you order products from our website for delivery to an international destination, your order may be subject to import duties and taxes once a shipment reaches your country. You will be responsible for payment of any such import duties and taxes. We have no control over these charges and cannot predict what they may be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates. When ordering from us, you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods. We will not be liable or responsible if you break any such law. 

Undeliverable and Refused Packages 
In the event that delivery is rejected for any reason or considered undeliverable because of an invalid shipping address. We are not responsible for packages that have been lost, stolen or mis-delivered. 

Inspection 
You are required to inspect the delivered products once you receive your order and ensure that the products are "as expected" condition. In the event they are not in an "as expected" condition, please mail to info@masacinta.com as soon as possible, with all necessary information (order, contact details and problem description) and including photographic proof. 

 

Shipping Errors or Damaged Products 
We are committed to selling only high-quality products. To that end, we employ several quality checks before a product is shipped. If you have received a wrong or damaged product, please contact us within 14 days of receiving the order to be eligible for a free exchange with a new, similar product or refund. In the case of a refund, we will be able to issue your full refund within 14 days of us receiving the wrong or damaged product, as per our Shipping Policy. 

Events outside our control 
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations if caused by events outside our reasonable control, including (but not restricted to) fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central government or other competent authorities.