You can submit a request directly through our Return Portal, accessible from the website footer or your account page.

You’ll need your order number and the email used at checkout.

You can choose between two options:

1. Masarà-Handled Return — we arrange shipping and deduct a €10 fee from your refund.
2. Self-Handled Return — you ship the item yourself; a €3.50 service fee will be deducted from your refund.

Once we receive and approve your return, your refund will be processed within 10 business days.

We’re happy to assist with exchanges for size, color, or another style.

• Exchanges are handled directly (no refund issued).
• A €5 handling fee applies to all exchanges.
• When choosing an exchange, you’ll receive a 10% reward applied toward the new item.
• The reward is valid for 120 days from the issue date.
• No handling fee applies if your item was defective or damaged.

For orders outside the EU, Masarà is currently unable to arrange shipping for returns.

• Returns must be sent at your expense, using a prepaid duties (DDP) service.
• If duties are not prepaid, they will be deducted from your refund.
• Exchanges are not available for non-EU orders at this time.

After approval of your return, your refund will be processed within 10 business days.

You may choose how to receive your refund:

• To your original payment method, or
• As Store Credit, which includes an extra +10% reward, valid for 120 days.

Shipping costs, duties, and applicable fees are non-refundable.

Our Client Service team is always here to help.

Contact us at ciao@masaramilano.com for assistance with your return or exchange.