Shipping, Return & Refund Policy


We hope you Love Musing with Masaya, but if you like to return/exchange an item it couldn’t be easier. Try your purchases in the comfort of your own home and if you need to send them back, you have 7 days from the date you received your order to exchange or return. We will collect from your home, work or an alternative address for free. However, If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Please follow the steps below to return your purchase.

Write to us at with the following specifications;

  1. Subject line: Order Id & Name of Product to be returned
  2. State the reason for return; additional feedback will be much appreciated!
  3. Specify the product you would like in exchange : Name of Product, Colour, Size, or
  4. Ask for a refund – you can choose, Store Credit, Bank Refund ; Note: Cash on Delivery orders receive store credit only (valid for 6 months), as refund
  1. Pack the item(s) in the bag/box provided with your order, if the bag/box is worn out please pack it safely.

That’s it! Lay back and let us do the rest!

We prefer that items are returned to us via our own service so that they are protected and insured. Your package will be picked up by our logistics partner once you pack it safely. Please do not send your purchase back to Masaya Couture yourself. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


Your refund will be credited to the original payment method i.e. cash orders receive store credit to your Masaya Couture account with 6 months validity and prepaid orders receive bank refund. We offer the option of store credit for prepaid order refunds as well if that’s what you prefer and we request you to specify this in your email while requesting the return.

A 2% convenience charge may be deducted from the total refund amount.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Late or missing refunds (if applicable)

If you haven’t received a refund yet despite the confirmation e-mail from us, please 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


Subject to stock availability, we will exchange eligible items that are returned to us within 7 days. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after the returned item has been received by us and checked.

All items must be returned new, unused and with MASAYA COUTURE tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer. We issue store credit for Cash on Delivery orders and provide the option for bank refund or store credit for prepaid orders.

Failed Deliveries

Undeliverable/undelivered orders are sent back to our warehouse along with the reason as stated by our shipping partner. This is confirmed with the customer after which the order is either cancelled or re-attempted for delivery.
Please note, we allow up to 3 repeat orders/re-attempts for undelivered prepaid orders and up to 2 for undelivered COD orders.

Repeated Returns

We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Masaya Couture account.

Late Returns

Your purchase should be sent back to us within 7 days of receiving your order. Returns outside of this period shall not be accepted under any circumstance.


Please take care while trying on items as all products must be returned in a new and unused condition with Masaya Couture tags still attached.


We have made every effort to display the colors of our products that appear on as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.


Products purchased during a promotional SALE period cannot be returned/refunded/exchanged.
Products marked as ‘Clearance Sale’ cannot be returned or exchanged.