Returns and Refunds

MASON’S RETURN AND EXCHANGE POLICY

You can request a return, an exchange or a Gift Card within 14 days of receiving your order, using the dedicated online procedure.
Before proceeding, please note that the conditions vary depending on the option selected:

OPTION SELECTED RETURN SHIPPING COSTS VALUE GRANTED SPECIAL CASES
Return with refund Paid by the customer Refund of the value of the returned and accepted products The cost of the return label will be deducted from the refunded amount, except in the case of a real defect or non-conformity confirmed by Mason’s.
Exchange Paid by Mason’s Exchange for another size, color or model, if available In case of a return of an order received following an exchange, the return management will be paid by the customer.
Gift Card Paid by Mason’s Gift Card with 5% added value In case of a return of an order paid with a Gift Card, the return management will be paid by the customer.

Products for which the custom hemming service has been requested CANNOT be returned, exchanged or refunded, except in the case of a real defect or non-conformity confirmed by Mason’s.

HOW TO REQUEST A RETURN, AN EXCHANGE OR A GIFT CARD

To start the procedure, access the dedicated form and enter the requested details, including your order number and the email address used for the purchase.

REQUEST A RETURN OR AN EXCHANGE 

Once the request has been completed, you will receive an email with the instructions to return the product and, where applicable, the return label.
The product must be handed over to the courier or delivered to the indicated drop-off point within 10 days of receiving the return label.
If the parcel is not handed over within this period, the label will no longer be valid and the return, exchange or Gift Card request may not be accepted.


AVAILABLE OPTIONS

1. RETURN WITH REFUND

If you choose a return with refund, the return shipping costs are paid by the customer.
The cost of the return label will be deducted from the refunded amount, or must be paid directly by the customer according to the methods indicated during the procedure.
Return shipping costs are not refundable, except where Mason’s confirms a real defect or real non-conformity of the product.
The refund will be issued after the returned product has been received and checked. Mason’s reserves the right not to accept returns that do not comply with the conditions stated on this page.

One return label will be provided.

2. EXCHANGE

If you choose an exchange, you can request to exchange the product for another size, another color or another model, depending on availability.
In this case, the return shipping costs are paid by Mason’s.
The exchange will be processed after the returned product has been received and checked. The product must comply with all the return conditions stated on this page.
If the product requested as an exchange is not available, our Customer Care will inform you of the possible alternatives.

In case of a return of an order received following an exchange, the return management will be paid by the customer. For more information or assistance, please contact our Customer Service by email at customerservice@masons.it or via WhatsApp at 0039 388 302 1004.

3. GIFT CARD WITH ADDED VALUE

If you choose the Gift Card, the return shipping costs are paid by Mason’s.
The Gift Card will have a value increased by 5% compared to the amount of the returned and accepted products.
The Gift Card will be issued after the returned product has been received and checked. It can be used for a future purchase on Mason’s and cannot be converted into cash.

In case of a return of an order paid with a Gift Card, the return management will be paid by the customer. For more information or assistance, please contact our Customer Service by email at customerservice@masons.it or via WhatsApp at 0039 388 302 1004.

PRODUCTS WITH CUSTOM HEMMING

Products for which the custom hemming service has been requested cannot be returned, exchanged or refunded. The hem is made at the customer’s request and modifies the product compared to its original condition. For this reason, a product with custom hemming cannot be returned for a size exchange, model exchange, color exchange, Gift Card or refund.

The protection provided in the case of a real defect or non-conformity confirmed by Mason’s remains valid.

CONDITIONS FOR ACCEPTING A RETURN, AN EXCHANGE OR A GIFT CARD

A return, exchange or Gift Card can only be accepted if the product meets all the following conditions:

  • the product must be intact;
  • the product must not have been used, washed, damaged or altered;
  • the product must still have all original labels and the security tag attached;
  • the product must not show stains, odors, signs of wear or abnormal creases caused by use;
  • the product must be returned in its original packaging, complete with any accessories, bags or tags received;
  • the request must be made within 14 days of receiving the order;
  • the product must be handed over to the courier or delivered to the indicated drop-off point within 10 days of receiving the return label.

Mason’s reserves the right not to accept returned products that do not comply with these conditions. If a return is not accepted, the product may be sent back to the customer. Any new shipping costs will be paid by the customer.

DEFECTIVE, DAMAGED OR NON-CONFORMING PRODUCT

A product is considered defective, damaged or non-conforming only when it presents a real, objective and verifiable anomaly, present at the time of delivery and not caused by use, washing, ironing, wear or incorrect treatment of the product.

The following may be considered defects or non-conformities:

  • product received different from the one ordered;
  • size, model or color not corresponding to the order placed;
  • product components that do not function or are not correctly applied;
  • clear manufacturing or production anomalies;
  • defects that compromise the integrity, functionality or normal use of the product.

THE FOLLOWING ARE NOT considered defects or non-conformities:

  • slight color differences due to screen rendering, photographic lighting or device settings;
  • natural variations in shade, wash effect or fabric hand feel;
  • small irregularities related to garment dyeing, artisanal treatments or the nature of the fabric;
  • differences in fit between different models, fabrics or washes;
  • incorrect size choice;
  • personal change of mind about the purchase;
  • damage caused by use, washing, ironing, wear or incorrect treatment of the product;
  • products that have been used, washed, altered or returned without original labels and security tag.

Any report of an alleged defect or alleged non-conformity must be sent before returning the product, attaching clear photographs of the product, the anomaly found and the internal label.
Mason’s will assess the request and, if the defect or non-conformity is confirmed, will indicate the most appropriate solution to the customer.

If, after inspection, the product is not found to be defective or non-conforming, the request will be handled as a standard return. In this case, the return shipping costs will remain the responsibility of the customer.

 

GARMENT DYEING, CRAFTSMANSHIP AND PRODUCT VARIATIONS

Every Mason’s product is made with sartorial attention and, in many cases, undergoes dyeing, washing and finishing treatments that give it a unique character.
Any slight variations in color, tone, fabric hand feel or wash effect are natural characteristics of the production and artisanal process, and must not be considered defects.

The images on the website are also created with the utmost care to represent the products faithfully. However, color perception may vary depending on the device used, screen brightness and display settings.

These differences do not constitute grounds for product non-conformity.

CHOOSE YOUR SIZE CONSCIOUSLY

Every shipment, both outbound and return, has an environmental impact.
For this reason, we invite you to carefully consult the Size Guide and the information on the product page before completing your purchase.
Choosing the correct size helps reduce returns, unnecessary shipments and environmental impact.

To choose the most suitable product, size or fit, you can contact our Personal Shopper before completing your purchase.
The service is designed to help you assess the fit, model and product features, helping reduce the risk of exchange or return.

We recommend requesting assistance especially if you have doubts about the size or before purchasing a product for which you would like the custom hemming service.

The support provided by the Personal Shopper does not change the return conditions stated on this page: in the case of a return with refund, the return shipping costs remain the responsibility of the customer; products with custom hemming cannot be returned, exchanged or refunded, except in the case of a real defect or non-conformity confirmed by Mason’s.

PROCESSING TIMES

After the returned product has been received, Mason’s will inspect the item.
If the product complies with the stated conditions, the request will be processed within 15 working days of receipt at our warehouse.

For any other doubt or question, you can send an email to customerservice@masons.it or contact us via WhatsApp at 0039 388 302 1004 or via chat, both available on the website homepage.