Refund policy

Returns Policy

We have a 14-day return policy. This means you have 14 days after receiving your item to contact us and request a return.

Once your return request has been accepted, the item must be sent back to us within 14 days.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging.

To start a return, please contact us at info@massarilondon.com. Returns sent back to us without first requesting a return may not be accepted.

Return Shipping

Customers are responsible for the cost of returning their item unless the item is faulty, damaged, or the wrong item was received.

We recommend using a tracked shipping service, as we are not responsible for returns that are lost in transit.

Damages and Issues

Please inspect your order as soon as it arrives and contact us immediately if the item is defective, damaged, or if you have received the wrong item.

Please include your order number, a description of the issue, and clear photos where possible, so we can evaluate the issue and make it right.

International Orders, Customs and Import Charges

For international orders, customs duties, import taxes, VAT, handling fees, or any other charges applied by the destination country are the responsibility of the customer.

These charges are not set by Massari London and are not paid to us. They are charged by your local customs authority or delivery provider.

If a customer refuses to pay customs/import charges and the parcel is returned to us, any refund will only be reviewed once the parcel has been safely received back by us.

If approved, the refund may exclude the original shipping cost, return shipping fees, customs charges, handling fees, or any other costs charged to us as a result of the parcel being refused.

If a parcel is refused, abandoned, destroyed by customs, or not returned to us, we are unable to issue a refund.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return has been accepted, you can place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days.

Please remember it can take some time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at info@massarilondon.com.