Returns

At Masera, we offer a 15-day window from the date of purchase for you to request an exchange or return, which will be provided as a store credit voucher.

START RETURN PROCESS

Once your request is submitted, we will send you a return label along with detailed shipping instructions via email. Please ensure that the product is in flawless condition and that the original tags are still attached.

How to Exchange a Product or Size

Exchanges are free of charge, aside from shipping costs. Once we receive the item for exchange, we will inspect it to confirm it is in perfect condition, then proceed with the exchange. You will receive an email with a link to cover the shipping costs for the new item. If you choose a higher-value item, you’ll need to pay the difference. If the new item is of lesser value, we will refund the difference. After payment is completed, your new order will be prepared within 2-5 business days, excluding the shipping time, which varies by location.

How to Return a Product

After we receive and inspect the returned product, we will issue a store credit voucher, which will be sent to you via email and can be used within one year.

If you have any inquiries during the process, feel free to reach out to us at help@shopmasera.com.

Returns and Exchanges Policy

• General Information
  At Masera, each piece is crafted by hand, making every item uniquely special. Due to this, some products may have slight imperfections or unique characteristics that are intentional design elements, and returns are not accepted for these reasons. Please keep this in mind before making a purchase.

  Some of our designs may not be available in certain sizes due to their specific structure.

  You have 15 days from the purchase date to initiate an exchange or return. Beyond this period, Masera reserves the right to decline the request. During peak times, such as Christmas, we extend this period to one month.

  Items bought at a discount or using a coupon code are not eligible for returns or exchanges.

• Items Not Eligible for Return
  Products purchased with promotional codes or those on discount are non-returnable and non-exchangeable.

  Items made according to customer specifications or personalized in any way cannot be returned.

• Refunds
  To request a full refund, please contact us at help@shopmasera.com. Refunds will be issued once the returned product has been received and inspected. Shipping costs are non-refundable. Masera reserves the right to reject a return if the conditions are not fully met. If your return is denied, we will inform you via email.

  If the product is returned due to our mistake and arrives damaged or opened, Masera will cover the return shipping costs.

  Claims must be submitted within 15 days of receiving the product. Refunds are always credited to the original payment method used for the purchase to prevent fraud. Once we receive and inspect the returned product, the refund will be processed, which typically takes 3-5 business days depending on your bank.

  Masera is not liable for damages caused by improper use, alterations, or normal wear and tear.