It's important for us that you always have a positive experience whenever you're shopping with Masai. This is why we make an extra effort to process, pack and deliver your order quickly - so you can enjoy your new Masai designs as soon as possible.
As a rule, we always send the whole order in one shipment. If this is not possible, we will inform you.
We currently ship orders to addresses in Denmark (excl. Greenland and the Faroe Islands), Norway (excl. Svalbard and Jan Mayen), Sweden, Finland (excl. Åland Islands), Germany (excl. Island Helgoland and the area of Busingen), England, Scotland and Wales (excl. Northern Ireland, Isle of Man, Isles of Scilly, the Hebrides, Channel Islands, Shetland Islands, Jersey, Guernsey and Gibraltar) and Ireland.
For delivery within Ireland there are two types of delivery options available.
Delivery with AN Post to addresses in Ireland.
Delivery time: 5-7 business days.
Cost: €4.95 (Free with orders over €100)
Delivery with TNT to addresses in Ireland.
Delivery time: 1-3 business days.
Cost: €6.95 (regardless of the order size).
If you place your order before 11am on business days, we will try our best to process and send it to you the same day.
Please note if you choose another delivery country all costs and prices will chance to the ones of the delivery country.
As a rule, we always send the whole order together in one and the same parcel.
If we have to deviate from this, you will be contacted.
Once your order has been sent, you will receive an email from us. This also serves as your receipt.
You can follow your order by using the Track & Trace link you receive in your email with your receipt and notification that your order is on its way. Please note that it may take up to 24 hours after you received the link until it is active on the carrier's website.
You can also check your order status and find tracking information here on the website. If you have an account with us, just log in and you can find the information under 'Orders'. If you don't have a Masai account, you can use the 'Check Order' feature.
Goods will be delivered at the delivery address specified in the order. We only deliver to residential and business addresses - not to PO boxes. Your goods will be delivered on weekdays from Monday to Friday. The time of delivery depends on the shipping method being used.
The goods must be signed for upon receipt of delivery. It does not necessarily have to be you who sign it. People at the delivery address (such as a family member, friend, receptionist etc.) can also acknowledge receipt with binding effect on you. Our shipper will make at least two delivery attempts. At each attempted delivery, the shipper will leave a receipt informing you of the details of the next delivery attempt and the possibility for picking up the goods yourself. The shipper will typically store the goods for up to 7 days before they are returned to us as undelivered. Please note that our shipper also may deliver to your neighbours if you have given your consent and if circumstances allow.
Please note that you are responsible for the goods after delivery. If the packaging appears to be damaged, you should refuse to accept the goods. If you wish to complain about any defects, you should inform us about it, read more under ‘Defective goods or wrong goods’.
You are always welcome to contact us if you need any help.
Please note: Masai reserves the right to typing errors, price changes, extraordinarily busy periods and stock errors.