Shipping policy

FAQ

Is the shipping really free worldwide?
Yes, we believe in our products and free shipping on all orders above 50 EUR enables everyone to experience our products. The only exceptions are force majeure or if postal services are not available where you live. If the shipping exceptions would occur, we'll cancel your order and repay you within a week.

When do I get the tracking number and which shipping company do you use?
You'll receive the shipping number right before we ship your items. The carrier we use is Postnord in Sweden and all shipments are trackable. When you place your order, it's important that you provide us with your email-adress.

What if my package gets lost during transit?
We guarantee that your package will reach you as long as you provide us with a valid adress. All our orders are trackable and you'll receive a link for tracking.

What happens if an item is defective/broken?
Our wares are sold to customers all over the world and we work hard producing products with great quality beyond expectations. We've had very few returns over all, but our guidelines provides you with a 12 month warranty. Warranty is valid worldwide, as long as you take care of the product as regular maintenance. Maintenance equals to following washing instructions, applying sealant/grease etc. on leather products etc.
Masego Horsewear decides if your item will be replaced or repaired under warranty.
Before Masego Horsewear can decide the warranty-related action, we will ask you for pictures of the defective item.

I ordered the wrong size, can you help me?
Yes! First of all, don't hesitate to contact us for more information regarding sizes before you buy. In that way you'll have a much better chance getting the right size from start.
But if you realize that you need another size upon receiving the item, we'll help you out! You pay the shipping back to us and we'll pay the shipping back to you.
It's our way of saying that we care about you as a customer and your Masego Horsewear experience is important to us.

Is Shopify Pay a safe way paying for my order?
Yes, all transactions are encrypted with Shopify Pay just like any other high-end payment options available.

What is your email-adress?
info@masego.se

What happens if I don´t pickup my shipment at the post-office? Now they have returned it.
It's Shipments usually gets picked up by the customer in time. In case the postal-office returns your order to us we handle the errand in two ways.

1) The customer doesn´t contact us and the item is returned. We repay the order and deduct 50 Euro, since we pay the shipping to the customer, the return shipping and postal fees.

2) The customer contacts us and really want the order, something came up preventing pickup within the timeframe at the postal-office. We resend the order, but this time the customer pays for the shipping.

Why are the prices higher within the EU?

According to European tax-laws we´re obliged to collect tax on all sales directly.

Outside the EU all countries are individually responsible for their own custom fees/tax-collecting - according to local laws.