Returns & Refunds
RETURNS & REFUND POLICY
All products purchased on Mastrioni.com apart from underwear may be returned within the following time frame at your own risk. You need to inform us of your intention to return the product(s) within 14 days of the day on which the product(s) come into your physical possession.Undergarments cannot be returned or exchanged for health and safety reasons. Returned products must be returned in the same condition as they were sent and must have their original packaging and/or labels. We will not accept or refund incomplete returns or products that have been worn or washed. Mastrioni reserves the right to cancel and fully refund any order placed, particularly in cases of system errors or product stock being unavailable.
REFUNDS & EXCHANGES
Once your return is received and inspected, please allow 5-7 business days for your refund to be processed and credited to your original method of payment. We will do everything we can to ensure you receive your refund as fast as possible, but please bear in mind that depending on your bank, there may be an additional amount of time before the already approved credit is reflected in your account.
If you wish to exchange an item for any reason, the quickest and simplest way to do this is to place a new order for the item you want and return the other item for a refund. If you have any questions or would like further assistance, please feel free to contact our customer service team:
OUT OF STOCK PRODUCTS
On certain occasions, if a product has gone out of stock, we may contact you with the option to substitute for an alternate similar product or we will offer you the option for a full refund.
On orders from countries outside the European Union Import duty applies over a certain value. This is a tax that the recipient has to pay as an importer in order to bring foreign goods into his or her country. The amount to be paid depends on the type of goods and where they come from. In the event that the recipient does not pay this fee, customs will not release the package and will send it back to the Mastrioni head office in London. For more information regarding custom duties we advise our customers to get in touch with their country’s Revenues and Customs office.