FAQ's
ONLINE PURCHASES
How do I place an order?
How do I place an order?
Select the product, choose variants and quantities, then "Add to cart" and proceed to checkout. You can shop as a guest or create an account to track your orders.
How do I know my order is confirmed?
How do I know my order is confirmed?
You'll receive an order confirmation email. Upon shipment, we'll send a second email with tracking information.
Can I cancel or change an order?
Can I cancel or change an order?
If your order hasn't been prepared for shipping yet, we'll do our best to help. Email us immediately at shop@mascheronistore.it or WhatsApp us at +39 3357625333, including your order number.
What payments do you accept?
What payments do you accept?
We accept Visa, Mastercard, Amex, and digital wallets (Apple Pay, Google Pay, and PayPal). Payment is charged upon order confirmation.
SHIPMENTS
What are the processing and delivery times?
What are the processing and delivery times?
We prepare orders within 1 business day. Delivery times vary depending on the destination and courier selected.
How much will I pay for shipping?
How much will I pay for shipping?
Italy: Free express over €150 (TNT). Under €150, €20.
European Union: DHL express €45.
United Kingdom: DHL express €45.
Outside the EU: rates and times displayed at checkout; for special destinations, contact us.
How do I track my order?
How do I track my order?
You'll find the tracking link in your "Order Shipped" email. Alternatively, contact us with your order number.
How much will I have to pay in taxes and duties?
How much will I have to pay in taxes and duties?
For EU countries, taxes/duties are included in the final price. For some non-EU destinations, local duties/taxes may be required by the courier upon delivery.
RETURNS & REFUNDS
What is your return policy?
What is your return policy?
You have 14 days from delivery to request a return. Products must be intact, unused, with their original tags and packaging.
Any return costs will be indicated during the process (they may vary depending on the country).
How do I initiate a return?
How do I initiate a return?
Email us at shop@mascheronistore.it or WhatsApp us at +39 3357625333, indicating your order number and the items you wish to return. We'll send you instructions and a return label (where applicable).
When will I receive my refund?
When will I receive my refund?
After the return and quality inspection, we will issue a refund to the original payment method within 14 business days. You will receive a confirmation email.
PRODUCT
What size should I choose?
What size should I choose?
Check out the size guide on the product page or contact us for personalized advice.
How does the Gift Card work?
How does the Gift Card work?
Digital gift cards can be used online and (where applicable) in-store. They are non-refundable.
Our customer service is ready to assist you from Monday to Friday from 9:00am to 6:00pm CET