Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Important information regarding returns 

  • To return item(s), you must fill out the return authorization form you received with your order.
  • Items must be returned within 14 days of receiving your order.
  • All returns must be sent back with the return authorization form appropriately filled in. If this document is missing, your package will be sent back to you.
  • Items must be returned to us in perfect condition. Make sure all products are exactly as you received them, with tag and seal still attached.
  • If you wish to exchange your item for a different product you will need to make a return of your order, and place a new order in our webshop.
  • Sale items are not refundable.
  • Gift cards are not refundable.
  • You are responsible for the shipping of returned items back to Mästore. You may return the goods by any secure transport.
    Refunds for returned items will be made to the original purchaser’s credit card excluding shipping fee, within seven days of the return of the product. Note that additional duties and/or taxes as well as shipping costs will not be refunded. For countries within the EU, VAT will be included in the refund
  • All refunds are excluding shipping fee. 

 Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Non-collected items

If a delivered package is not collected, we reserve the right to charge you a fee covering the entire cost of the shipping as well as any additional penalty and processing fees. Non-collected packages are normally not covered by the right to return items.

You can always contact us for any return question at info@houseofmastore.com


Damages and issues
Mästore ensures that all products are meticulously checked in a quality control before being dispatched to our customers. We work hard to avoid the emergence of damages or defects in our products. Please inspect your order upon reception and contact us immediately at info@houseofmastore.com if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. We will return your funds as soon as possible, at the latest within 30 days from the date you returned the item and it was received by Mästore, and we have established that the item is damaged or otherwise defective. Always save your receipt. The funds will be returned to your original method of payment. If you paid using your credit card, the amount will be repaid to the same card. All claims of missing items must be reported within 24 hours of delivery and supported by photos of the unopened parcel and intact seal. Claims made after the parcel has been opened cannot be verified and will not be approved. 

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Please note: Refunds are processed after the returned item has passed inspection. Initiating a chargeback before this process is completed may result in longer processing times.

Note that all refunds are excluding shipping fee. 

Late or missing refunds
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 info@houseofmastore.com.