Refund policy

Thank you for shopping at Maskulo! We want you to be completely satisfied with your purchase. Please review our policies below, and don't hesitate to contact us if you have any questions.

Returns & Exchanges

  • 30-Day Return Policy: You have 30 days from the date you received your item to request a return.

  • Eligibility: To be eligible for a return, your item must be unworn, unused, with all original tags and packaging. You'll also need your receipt or proof of purchase.

  • Initiating a Return: Contact us at europe@maskulo.org to start your return. We'll provide you with detailed instructions on how and where to send your package. Please do not send items back without contacting us first, as these returns will not be accepted.

  • EU 14-Day Cooling-Off Period: If your merchandise is being shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason. The same eligibility conditions apply as mentioned above.  

Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (food, flowers, plants)

  • Custom products (special orders, personalized items)

  • Personal care goods (beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items

  • Gift cards

If you have any questions about whether a specific item is returnable, please contact us.

Exchanges

The fastest way to exchange an item is to return the original item and place a new order for the desired item once the return is accepted.

Refunds

  • Processing Time: Once we receive and inspect your return, we'll notify you and let you know if the refund is approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.  

  • Late Refunds: If it's been more than 15 business days since your return was approved and you haven't received your refund, please contact us at europe@maskulo.org.  

Damaged or Faulty Items

  • Inspection: Please inspect your order immediately upon receiving it. If an item is defective, damaged, or if you received the wrong item, contact us right away so we can resolve the issue.

  • Settlement Options: We offer three options for resolving issues with damaged or faulty items:

    1. Refund: We'll refund the item cost and a portion of the initial shipping cost (proportional to the item's weight in the total order).

    2. Replacement: We'll replace the faulty item and ship the replacement to you for free via economy shipping.

    3. Compensation: We'll issue a voucher for the item cost and the initial shipping cost.

  • Settlement Procedure:

    1. Email us with your order number, item details (type, style, color, size), your name, and a photo of the faulty item.

    2. Our specialists will inspect the photo.

    3. We'll notify you of the inspection results.

    4. If a material or workmanship fault is confirmed, return the item to us via regular economy post (not exceeding €15). Please use plastic envelopes instead of boxes to reduce shipping costs.

    5. Provide us with the tracking number and a photo of the shipping label.

    6. Once we receive the tracking information and verify it, we'll process your chosen settlement option. Your return shipping costs will be refunded.

Incomplete Shipments

  • Notification: If your order is missing any parts indicated in the description, please notify us immediately by email.

  • Settlement Options:

    1. Refund: We'll refund the item cost, initial shipping cost (proportional to the item's weight in the total order), and return shipping costs (up to €15).

    2. Shipment of Missing Part: We'll ship the missing part to you using the same shipping method as your original order.

  • Settlement Procedure:

    1. Email us with your order number, item details, your name, and a photo clearly showing the missing part.

    2. Our specialists will review your request.

    3. We'll notify you of the outcome.

    4. If the incomplete shipment is confirmed, you can choose to return the incomplete item for a full refund (size tags must be attached) or have the missing part shipped to you.

    5. If returning the item, provide us with the tracking number and a photo of the shipping label.

    6. For refunds, the refund will be processed once we receive the item and confirm it's undamaged with size tags attached.

  • Time Limit: Complaints about incomplete shipments must be submitted within 14 days of receiving the item.

Incorrect Shipments

  • Notification: If you received an incorrect item (wrong size, color, type, etc.), please notify us immediately by email.

  • Settlement: We will ship you the correct item using the same shipping method as your original order.

  • Settlement Procedure:

    1. Email us with your order number, item details, your name, a description of the mismatch, and a photo of the item you received (including the size tag).

    2. We'll review your request and order information.

    3. If the incorrect shipment is confirmed, we'll ship the correct item to you.

  • Time Limit: Complaints about incorrect shipments must be submitted within 14 days of receiving the item.

Other Reasons for Dissatisfaction

  • Eligibility: If you need a different size, the item doesn't fit as expected, or for other reasons (excluding those mentioned above), you can return the unworn item with size tags attached within 30 days of receiving it for a refund or exchange.

  • Settlement Options:

    1. Refund: Only the item cost will be refunded. Initial and return shipping costs are non-refundable.

    2. Exchange: We'll charge you for shipping the new item. Initial and return shipping costs are non-refundable.

  • Settlement Procedure:

    1. Email us with your order number, item details, your name, and the reason for the return.

    2. We'll provide you with the return shipping address. You are responsible for the return shipping cost.

    3. Send the unworn and undamaged item with size tags attached.

    4. Provide us with the tracking number and a photo of the shipping label.

    5. Once we receive the item, we'll notify you about the approval or rejection of your refund or exchange.

    6. For exchanges, you'll need to inform us of your preferred shipping method for the new item, and we'll issue an invoice for the shipping cost.

    7. Once the invoice is paid, we'll ship the new item.

Time Limit: We cannot offer refunds or exchanges if more than 30 days have passed since you received the item.