Can I change an item?

If your order has been shipped, please wait to receive it and then contact our Customer Service at customerservice@masons.it to request a return. We remind you that once the confirmation is made, the order can no longer be cancelled. Return and Sending the package to the warehouse of origin at your charge*

How can I return an item?

It is necessary to contact our Customer Service at customerservice@masons.it, no later than 14 days after the arrival of the goods, to obtain return authorization before sending the product back to us. The security thread – called the “guarantee seal” – on the items to be returned must not be cut or broken. The items must not have been washed or altered and must show no signs of wear. Each item must be returned with all tags and labels attached, including any accessories received with the order. Garments with customized hems cannot be returned or exchanged.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establich the nature, characteristics and functioning of the goods

I've received a different item to the one ordered, what should I do?

Should the product received not be the same as the one you ordered, Foster S.p.A. will take over the entire return. You must contact, no later than 14 days from the arrival of the goods, our Customer Service at customerservice@masons.it, who will create the authorization for the Return and coordinate the picking up, without additional costs. A new waybill will be generated and sent to you by e-mail to be printed and applied on the package. The security thread- called "warranty seal"- on the items to be returned must not be cut or broken. The garments must not have been worn, washed or altered and must not show any sign of use. Each item must be returned with all the labels and tags attached, and including all the original packaging and accessories received with the order. Once the goods have been returned to the warehouse, their status/condition will be checked and then, within 14 working days, the refund will be processed. Goods returned in conditions not complying with our return policy will not be refunded. The refund will be automatically issued to the credit card you used to make the purchase and you will receive confirmation via e-mail to the address left in the order.

I don't like the product received, what should I do?

If you are not satisfied with the product, you simply need to contact Customer Service at customerservice@masons.it within 14 days from the receipt of the goods to request return authorization and ship the package back to the original warehouse at your own expense*. The security thread – called the “guarantee seal” – on the items to be returned must not be cut or broken. The items must not have been washed or altered and must show no signs of wear. Each item must be returned with all tags and labels attached and with all accessories received with the order. Garments with customized hems cannot be returned or exchanged. Once the goods have returned to the warehouse, their condition will be inspected, and the refund will be processed within 14 working days. The refund will be automatically issued to the credit card used for the purchase, and a confirmation email will be sent to the email address provided with the order. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establich the nature, characteristics and functioning of the goods

I've received a defective product, what should I do?

If the product you purchased shows a defect, Foster S.p.A. will take over the entire return. You will need to contact our Customer Service at customerservice@masons.it, who will create the authorization for the Return and coordinate the picking up, without any additional charge. A new waybill will be generated and sent to you by e-mail to be printed and applied on the package. As soon as the goods in stock are returned, , their status/condition will be checked and subsequently, within 14 working days, the refund will be processed. Goods that will be returned in conditions not complying with our return policy will not be refunded. The refund will be automatically issued to the credit card you used to make the purchase and you will receive confirmation via e-mail to the address left in the order.

When will you send me the refund?

As soon as products are returned to our warehouse for any reason whatsoever, a check is made of their condition after which the refund will be made within 14 working days.

What can I do if the amount refunded to me is not correct?

Contact our Customer Service at customerservice@masons.it, they will check the refunded amount and credit any possible missing difference.

Can I change a product purchased on www.masons.it in a store?

No. To change an item you must always return it to www.masons.it