Each piece of merch is made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you.

Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!

If you need to return any item(s), please contact us first by email at returns@hi.massaoke.com, including your full name, order reference and the reason for your return.

We offer refunds on all items (excluding CDs, digital downloads) returned within 30 days of delivery, providing they are returned in the same condition in which they were sold and in their original packaging. .

• Shipping Costs: Shipping costs can not be refunded. The goods are your responsibility until they reach our warehouse. For your protection, we recommend you use a postal service that insures you for the value of the goods you are returning.

• Return Period: Any items returned after 30 days of delivery may be refused and returned back to you. Also, any returns sent back without any reference to the order number or customer details will not be processed. 

• Exchanges: We cannot offer exchanges. To receive a different size, a new order must be made.

• Processing time: We aim to process returns & exchanges within 3 weeks of receipt of the returned items. However, please note that during busy periods such as seasonal or promotional sales, processing may take longer. 

• Cancellation: If you are a UK or European customer, you may cancel your order and return any item to us in accordance with the Consumer Contracts Regulations 2013.

• Repetitive Returns: We reserve the right to refuse or cancel orders or close your account if any unusual or frequent return activity is identified.

• Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

  Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.

• These policies do not affect your statutory rights.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore we reserve the right to refuse returns at our sole discretion.

For any further queries about returning an order, please email returns@hi.massaoke.com

General

• Orders begin processing as soon as you they are placed. Once the item has been made (usually 1-3 days) it will be dispatched. Processing times can vary - you will be given an estimated delivery date when you make your order.

• You will receive a confirmation email as soon as the order has been dispatched.

• We cannot ship orders to PO box addresses, or isolated terrain.

• Shipping costs are not refundable

Customs and Duty

Please note that recipients outside the UK will be responsible for any import duties, clearance and/or brokerage fees including any other additional charges. We operate on delivered duty unpaid basis. This is managed by our courier on a 'pay on delivery' basis. Sometimes goods may be subject to delays, due to customs or weather conditions. The customer may be contacted by customs to ensure the goods are cleared. We recommend to contact your local customs authority to determine a landed cost price prior to purchase completion. 

Customer Service
please email shop@hi.massaoke.com
Tel. 03333397783

Returns
please email returns@hi.massaoke.com

Please note. These contact details are for merch and shop enquiries only. Visit our contact page for more details.