FAQ2022-07-07T16:47:07+02:00

FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

Returns and Refund2022-07-07T16:41:49+02:00

You have the right to withdraw from the contract without any penalty within fourteen (14) working days, starting from the day of receipt of the purchased products.
It is not possible to exchange an item with a different one.
Made to measure/order items or with embroidery/initial are not exchangeable or refundable.

If you want to proceed with a return you will nedd to email us at shop@masseranocashmere.com stating the reason of the return, the name(s) and size of the article(s).

The right of withrawal includes the refund of any sum already paid and the following must be respected:

  • the items must not be used, washed or damaged
  • the tag must still be attached to the item
  • the return form must be filled in and sent within fourteen (14) working days of receipt of the products
  • the products must be returned in their original packaging and sent in a single shipment
  • the products must be sent within fourteen (14) working days

Returns within the European Union are free of charge and we will inform you of the courier you will need to use. If in any case you decide to use a different courier you will need to pay the shipping cost and you will be liable for any damages/loss.
Outside the European Union, shipping and handling of the returns are responsability of the “customer”.

Refund2022-07-07T16:40:25+02:00

If you made a return, a refund will take place within 14 days from the day of delivery of the package to the courier.
Once we receive your return, we will send you a confirmation email. In case your return the whole order and you paid the shipping, the shipping cost will also be refunded.

Have you paid by credit card?
We will process the refund on the same credit card.

Have you paid with PayPal?
You will receive the amount on your PayPal account.

Have you paid by bank transfer?
The refund will be made on the same bank account

Payments2022-07-07T16:39:49+02:00

You can pay by credit card or bank transfer.

We accepts the following credit cards: Visa, MasterCard, Amex, Diners, Discover and Paypal.

Bank Transfer
By choosing this payment method, you will need to proceed as follow.
On the bank transfer you must indicate: the order number, date of the order and the name of the person who made the order.

Beneficiary: Masserano s.r.l.
Banca: Banca Sella
Codice IBAN: IT 16 L 03268 22300 053890054630
Swift/BIC: SELBIT2B

Shipping costs2022-07-07T16:37:01+02:00

Delivery costs will be as follow.

ITALY

  • FREE DELIVERY for orders over € 300.00
  • For orders under € 300.00 the shipping cost will be €10.00 (VAT Included)

EUROPE

  • FREE DELIVERY for orders over € 300.00
  • For orders under € 300.00 the shipping cost will be € 15.00 (VAT Included)

UK & USA

  • FREE DELIVERY for orders over € 300.00
  • For orders under € 300.00 the shipping cost will be € 20.00 (VAT Included)
Were is your order2022-07-07T16:34:05+02:00

As soon as we ship the order, you will receive a confirmation email with a tracking number.

You might need to wait up to 3 working days for the tracking number to show the estimated delivery date.

Make sure you check the tracking to see any delivery attempts or issues with the courier.

We also remind you that couriers cannot deliver by appointment and that after a delivery attempt your order might be delivered to a pick up point.

Delivery Time2022-07-07T16:32:17+02:00

All orders are shipped by courier. Orders are shipped Mon-Fri (excluding National, Christmas (mid to end of December) and Summer Holidays (August).
Masserano Cashmere will not be responsible for unforseen delays. All orders will be delivered within max 60 working days from the day after the confirmation of the order, except for unforseen situations.

We will try our best to deliver as soon as possible, this is the reason why we might proceed with multiple deliveries. We will of course inform you and the shipping cost will appear on the invoice as just one cost.

Where we ship2022-07-11T16:41:57+02:00

We ship to European Union, USA and UK.

How to make an order2022-07-07T16:18:33+02:00
  1. After choosing the product, select the desired colour, size, etc … and then “add to cart”
  2. Add other products in the same way or click on “proceed”
  3. Confirm your personal data and the shipping address
  4. Choose the payment method you prefer
  5. You will now be redirected to the final page with the recap of your datas
  6. To finalize the order click on “buy”

You will now receive a confirmation email to the registered email address . In case you don’t receive it, please check in the Spam folder. You will also be able to see all the details of your order by visiting “your account” section.

It is not possible to add more items once the order has been concluded. If you wish you can proceed with a new order.

After the order has been confirmed it is not possible to change the delivery address.

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