FAQ
Returns
How long does it take to receive my refund?
We will process the refund within 7 business days. You will receive a confirmation email.
What if i want to cancel my order?
You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.
What if my product has never arrived?
If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
What if i have received the wrong products?
If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
What should I do if I receive a damaged or incorrect item?
If you receive a defective product, contact our customer service immediately for instructions.Mason-Rae will cover the return shipping costs and provide a replacement product or a refund.
What if i changed my mind?
If you change your mind after purchase, you can return the product within 30 days of delivery date, provided it is unused, undamaged, and in the original packaging.
Who is responsible for the return costs?
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.
What is your return policy?
We accept returns within 30 days of receiving your order.
See our full return policy here: https://www.mason-rae.uk/policies/refund-policy
How do initiate a return?
To initiate a return, contact our customer service at info@mason-rae.uk with your order number.
SHIPPING
Which courier services are being used?
We ship via DHL and Fedex.
Do you offer free shipping?
Yes we offer free insured shipping for orders above £20.
Below £20 we charge a shipping fee of £5.95
How long does shipping take?
Order processing time
- Processing Time: Orders are processed within 1-2 business days, Monday to Friday.
- Last Order Time: 22:00 (GMT+1:00) Central European Time (Longyearbyen)
- Weekend Orders: Orders placed on weekends are processed the next business day.
Transit time
- Estimated Delivery Time: 5-7 business days.
- Business Days: Shipments occur Monday to Friday.
- Notes: Delivery times are estimates and may vary due to external factors such as weather conditions and transportation issues.
- Total Delivery Time: It will take a total of 6-9 business days to receive your order.
To which countries you ship?
We currently ship within the United Kingdom
TRACKING
How can I track my order?
- After purchase, you will receive an email with tracking information, including the name of the shipping company and the tracking number.
- Track Your Order: You can track your order via our website. Simply enter your tracking number on our tracking portal.
What if i am missing items in my order?
- Reporting Missing Items: Contact our customer service via info@mason-rae.uk
- Resolution: We will resolve the issue as soon as possible and send a replacement item or offer a refund.
Payments
What payment methods do you accept?
We accept all major credit and debit cards, ApplePay and GooglePay.
Contact
How can I contact customer support?
You can reach us via email at info@zara-mae.uk or use the contact form on our website.