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Return and Exchange policy FAQ

Frequently asked questions about returns, refunds, and exchanges.


You have the right to the cancel purchases and return delivered goods by contacting MASISTES’ customer service or submitting the request by  register you return on MASISTES’ website within 14 days from receiving the goods (, provided that the goods are unpacked and the good(s) and their package are in the same, not damaged and not used condition as it is sent. By confirming the return and the bearing the cost, MASISTES will bear the cost of return for all of the orders over 60 USD.


MASISTES does not take responsibility for any items lost during the return shipping. 

How do I return?

  • Visit our returns center
  • Enter your order number and email address to start
  • Follow the instructions and select the items you want to return
  • Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable? 

  • Within 14 days from the date of purchase
  • In unused and resellable condition
  • In the original packaging with all the tags intact

What items are non-refundable? 

 The following items cannot be returned:

  • Gift cards
  • Discounted items (if applicable)
  • The item sold in the sale period

The item I received is damaged!

If the purchased product is faulty, reach out to us within 7 days of the delivered date.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.


The Cost of exchange may applied.

What are the refund options?

The following refund options are supported:

  • Refund to the original payment method
  • Refund to store credit (if applicable)
  • Gift vouchers are redeemed in products, but will not be disbursed in cash. MASISTES may exchange gift vouchers as a gesture of goodwill in special cases. There is, however, no legal entitlement to this.

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval. The refund appears on your bank account is depend on your own bank partner.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us here:

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