Guarantee and Returns

These terms are applicable only to items bought via our online store.
If the purchase was made via any of our retail partners, please contact them directly.

1. Faulty (defective) items

Please inspect the goods immediately upon receipt. You must notify Maskulo company as soon as possible if the goods are faulty. Products must be tested and checked before intimate use.

Please make sure the items were properly maintained in accordance with care instructions on labels and reasonably used.  

1.1 Examples of a faulty item
1.1.1. Workmanship faults - snaps are missing, seams are not elastic and tear when stretched.
1.1.2. Material faults - holes, spots of different color.

1.2. Settlement options
1.2.1. Refund - we refund the initial shipping* cost of the item and the item cost.
1.2.2. Replacement - we replace the faulty item. Free economy shipment of the replacement item.
1.2.3. Compensation - we issue a voucher for both - the item cost and the cost of initial shipping*.

*The amount of initial shipping cost to be refunded is proportional to the share of the faulty item in the total weight of the order contained the faulty item. 

1.3.Settlement procedure (for any settlement option)
1.3.1. Inform us by email indicating the order number, item type, style, color, size, the buyer's name.
1.3.2. Attach to the email a photo of the faulty item.
1.3.3. Our specialists inspect the photo.
1.3.4. We notify you of the inspection results.
1.3.5. If either material or workmanship fault is confirmed, you should return the faulty item (the return shipping cost is refundable)** and provide us with a tracking number and a photo of the shipping label.
1.3.6. The settlement is made upon receipt of the tracking number and making sure that the parcel is trackable.

**Whatever settlement option you choose, you send the faulty item back to us via regular economy post. The cost should not exceed €15. In order to reduce the shipping cost, please, use plastic envelopes instead of boxes.
The return shipment of the faulty item is refunded upon receipt of the tracking number and making sure that the parcel is trackable.

We offer a 100-day guarantee for all our clothes and accessories as to workmanship and materials. If more than 100 days have gone by since your purchase, we cannot, unfortunately, offer you any settlement option.

 

2. Incomplete shipments

Please inspect the goods immediately upon receipt. You must notify Maskulo company as soon as possible if the goods are incomplete. Products must be tested and checked before intimate use.

Please make sure the items were properly maintained in accordance with care instructions on labels and reasonably used. 

2.1. Description of incomplete shipment
An item is missing some of its parts (for example a codpiece) indicated in the description.

2.2. Settlement options
2.2.1. Refund - we refund the initial shipping* cost, the item cost, and the return shipment cost of the incomplete item**.
2.2.2. Shipment of the missing part - the shipment of the missing part is done by the same method as used for the item delivery.

*The amount of the initial shipping cost to be refunded is proportional to the share of the item shipped incompletely in the total weight of the order contained this item.
**You should send the incomplete item back to us via regular economy post. The cost should not exceed €15. In order to reduce the shipping cost, please, use plastic envelopes instead of boxes.

2.3. Settlement procedure
2.3.1. Refund.
2.3.1.1. Inform us by email indicating the order number, item type, style, color, size, the buyer's name.
2.3.1.2. Attach to the email a photo of the item showing the part missing.
2.3.1.3.Our specialists inspect the photo.
2.3.1.4. We notify you of the inspection results.
2.3.1.5. If the incomplete shipment is confirmed, you should return the incomplete item (size tags must be attached) and provide us with the tracking number and a photo of the shipping label.
2.3.1.6. The refund is given upon receipt of the item and confirmation that it is not damaged and size tags are attached.
2.3.2. Shipment of the missing part.

2.3.2.1.  Inform us by email indicating the order number, item type, style, color, size, the buyer's name.
2.3.2.2. Attach to the email a photo of the item showing the part missing.
2.3.2.3. Our specialists inspect the photo.
2.3.2.4. We notify you of the inspection results.
2.3.2.5. If the incomplete shipment is confirmed, we send the missing part to you.

Complaints relative to incomplete shipments must be submitted within 14 days from the receipt of the item. If more than 14 days have gone by, we cannot, unfortunately, accept any complaints regarding incomplete shipments.

 

3. Incorrect shipment

Please, inspect the goods immediately upon receipt. You must notify Maskulo company as soon as possible if the goods are incorrect. Products must be tested and checked before intimate use.

Please make sure the items were properly maintained in accordance with care instructions on labels and reasonably used. 

3.1. Description of incorrect shipment
The item you received is not the same as you ordered (in size, color, type, etc.).

3.2. Settlement options
3.2.1. Shipment of a correct item - we send the correct item by the same method as used for initial delivery.

3.3. Settlement procedure
3.3.1. Shipment of a correct item.
3.3.1.1.Inform us by email indicating the order number, item type, style, color, the size of the item you ordered and the buyer's name and describe the mismatch.
3.3.1.2. Attach a photo of the item you received and its size tag.
3.3.1.3. We inspect the photo and check the order information.
3.3.1.4. If the incorrect shipment is confirmed, we send the correct item to you.

Complaints regarding incorrect shipments must be submitted within 14 days from the receipt of the item. If more than 14 days have gone by, we cannot, unfortunately, accept any complaints regarding incorrect shipments.

 

4. Other reasons for dissatisfaction

Products must be tested and checked before intimate use.

Please make sure the items were properly maintained in accordance with care instructions on labels and reasonably used. 

4.1. Examples
You need another size, the item does not sit as you expected, etc.*

*Clearance items and final sale items are either not returnable or returnable for exchange only as will be indicated on the product page.

4.2. Settlement options
4.2.1. Refund - only the item cost is refunded.**
4.2.2. Exchange - we will charge you the cost of shipping the new item.**

**Initial shipping costs and return shipping costs are non-refundable.

4.3. Settlement procedure
4.3.1. Refund.
4.3.1.1. Inform us by email indicating the order number, item type, style, color, size, the buyer's name and the reason for return.
4.3.1.2. We provide you with a shipping address to which you should send the unworn item you are not satisfied with (make sure that the item is not damaged and all size tags are attached) at your own cost.
4.3.1.3. After you have sent the item to us, you should provide us with the tracking number and a photo of a shipping label.
4.3.1.4. The refund is given within 5 business days from receipt of the item and confirmation that it is not damaged and size tags are attached. We notify you of the approval or rejection of your refund.
4.3.2. Exchange.
4.3.2.1. Inform us by email indicating the order number, item type, style, color, size, the buyer's name and the reason for return.
4.3.2.2. We provide you with a shipping address to which you should send the item you are not satisfied with (make sure that the item is not damaged and all size tags are attached) at your own expense.
4.3.2.3. After you have sent the item to us, you should provide us with the tracking number and a photo of a shipping label.
4.3.2.4. After we have received the item and checked that it is not damaged and all size tags are attached, we notify you of the approval or rejection of exchange.
4.3.2.5. In case your exchange is approved, you must inform us of a preferred method to be used to ship the item for exchange.We issue an invoice for the shipment of the new item.
4.3.2.6. Once the invoice is paid, we ship the item.

If, for whatever reason you are not completely satisfied, you may within 30 days since you've received the item return unworn merchandise with size tags attached for refund or exchange. If more than 30 days have gone by, we cannot, unfortunately, offer you a refund or exchange.

 

5. Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@maskulo.com.

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