FAQ

Shipping

Where does Masha Hasel ship to?

Masha Hasel delivers worldwide. We do not deliver to PO Boxes, APO/FPO addresses, or Freight Forwarding companies.

When will my order ship?

We aim to ship orders within 1 to 3 working days.

How much does delivery cost?

Standard delivery is free on all US, UK and EU orders.

How long does shipping take?

Once your order has been processed and shipped, shipping takes from 3 to 12 working days.

My order

Can I place an order over the phone or by email?

In order to protect customer privacy, orders cannot be placed by e-mail or over the phone. If you have any questions about the checkout process, you can contact our Customer Service at (212) 600-4517.

What payment methods do you accept at Masha Hasel?

Masha Hasel currently accepts Mastercard, Visa, American Express, Apple Pay and Google Pay. 

All payments made on mashahasel.com are secure. Our website is https encrypted and pci compliant. Masha Hasel does not store any of your payment information.

Where is my parcel?

Once your order is dispatched, you shall receive a shipping confirmation along with the tracking number. Shipping will take from 3 to 12 working days.

For more information please refer to Delivery & Return Page

Do I need to pay import tax?

Buyers outside the US may have to pay import duties and taxes. The charges will differ for different countries. 

We kindly advise you to contact the local customs office for further information.

I have not received a confirmation email yet.

Please, do check your junk mailbox before getting in touch. Otherwise, send us an email. Include the recipient name, order date and purchased item(s) in the email.

Returns & Exchanges

Can I cancel my order after purchase?

Unfortunately, you cannot cancel immediately after purchasing online. Returns must be made within 14 days of receiving your confirmation receipt.

Customers are liable for return charges.

Can I return an unwanted item?

Yes, you can return and exchange your item(s) within 14 days upon delivery confirmation. For more information please refer to Delivery & Return Page.

What about exchanges?

If you receive a damaged or faulty item, you are eligible for either a full refund or an exchange. Get in touch with us mentioning your order number in the subject. We will then send you a prepaid return shipping label.

Can I return or exchange sale items?

Final sale orders are not eligible for a return.