FAQ | masamara africa

FAQ

Shipping

- Which regions do you deliver to?

We offer global shipping services. You can place an order and purchase our products regardless of which country or region you are located in.

- How long will it take to receive my order after it is shipped?

After your order is shipped, the delivery time will vary depending on the destination, courier company, and customs clearance. Generally, domestic orders arrive within 3-7 business days, while international orders take 7-15 business days (remote areas may take longer). You can check the real-time logistics status through the order tracking function after placing the order.

- How are shipping costs calculated?

Shipping costs are automatically calculated at checkout based on the product type, weight, size, and delivery address. Some products may be eligible for free shipping, and the specific details are subject to the display on the checkout page.

Orders

- How can I modify or cancel my order?

If you need to modify your order information (such as shipping address, contact information) or cancel your order, please contact us via the official customer service email within 24 hours of placing the order. After 24 hours, the order may have entered the processing stage, and modification or cancellation will depend on the actual situation.

- What should I do if my order shows "shipped" but I haven't received it for a long time?

First, please check the logistics status using the tracking link on the order details page. If the logistics information is abnormal or there is no update for a long time, please contact us promptly. We will assist you in verifying the situation with the courier company and follow up on the handling.

- What if the received order items are incomplete or incorrect?

Please send the order number, product photos, and a description of the problem to the customer service email within 48 hours of receiving the package. We will arrange for a replacement or return/refund as soon as possible.

Returns & Exchanges

- Do you accept returns and exchanges?

Yes, if you are not satisfied with the product, you can apply for a return or exchange within 7 days of receiving the item, provided that the product is undamaged, unused, and has the original labels and packaging.

- Do I need to bear the shipping costs for returns or exchanges?

For returns or exchanges due to product quality issues, the shipping costs will be borne by us; for returns or exchanges not due to quality issues, you will need to bear the cost of shipping the item back to us.

- How will the refund be processed, and when will it arrive?

Refunds will be processed through your original payment method. After we receive the returned item and confirm it meets the conditions, we will initiate the refund within 3-5 business days. The specific arrival time depends on the processing speed of your payment bank or platform, usually 5-10 business days.

Product Sizing & Care

- How do I choose the right size?

Detailed size charts (including bust, waist, length, etc.) are provided on each product detail page. You can choose according to your own measurements. If you have any questions, you can also consult our customer service, and we will provide professional size recommendations.

- What are the materials of the clothes, and how to care for them?

The material information of each product is marked on the detail page. For care instructions, please refer to the instructions on the product label. It is generally recommended to machine wash gently or hand wash, and avoid high-temperature drying to maintain the best condition of the clothes.