Refund policy
Masarà Returns & Exchanges Policy
Returns
We understand that sometimes things do not work out as planned.
If you are not fully satisfied with your Masarà purchase, you have the right to return your item(s) within 30 days of the delivery date for a refund.
Eligibility
To be eligible for a return, items must be:
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Unworn and tried on over underwear for hygiene reasons;
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Unwashed, unstained and undamaged;
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Returned with all original tags attached;
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Returned in their original inner and outer packaging.
Items that do not meet these conditions may not be accepted and may be returned to the sender.
How to Start a Return or Exchange
You can submit a return or exchange request directly through our Withdrawal Request page, available from the website footer or through your account area.
You will need your name, order number and the email address used at checkout.
Return Options
Italy
We are pleased to offer complimentary returns for orders delivered within Italy.
European Union Orders
Customers outside Italy may arrange and ship their return independently using the carrier of their choice. Return shipping costs are the responsibility of the customer.
Once your return has been received and approved, your refund will be processed in accordance with the Refunds section below.
Returns and Exchanges Outside the European Union
At this time, Masarà is unable to arrange return shipping for orders outside the European Union.
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Returns must be arranged and shipped by the customer at their own expense using a Delivered Duty Paid (DDP) service.
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Any duties, taxes or customs clearance charges incurred by Masarà as a result of unpaid import charges will be deducted from the refund.
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Exchanges are currently unavailable for orders shipped outside the European Union.
Once your return has been received and approved, your refund will be processed in accordance with the Refunds section below.
Exchanges
For orders within the European Union, we are happy to assist with exchanges for a different size, colour or style, subject to availability.
Exchanges are processed directly without issuing a refund. Please contact us to arrange your exchange before returning your item.
If the item received was defective, damaged or incorrect, please contact us and we will arrange the return at no cost to you.
Refunds
Once your return has been received and approved, refunds are usually processed within 10 business days and no later than 14 days, in accordance with applicable consumer legislation.
You may choose to receive your refund:
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To your original payment method; or
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As Store Credit, which includes an additional 10% reward and is valid for 120 days.
Return shipping costs, customs duties, taxes and any non-standard delivery surcharges are non-refundable.
Questions?
Our Client Service team is always here to help.
For assistance with your return or exchange, please contact us at:
Last updated: August 14, 2026
