Support
FAQ's
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email from us.
If you have selected a shipping option with tracking then a tracking number will be provided.
At this point, your order is in transit with our shipping handlers and we advise you to make direct contact with DPD respectively if you need further assistance regarding your order.
Why haven't I received a confirmation email?
If you haven’t received a confirmation email after successfully placing an order, it’s possible that you may have entered your email address incorrectly.
You can reach out to our team at masc.beautyinfo@gmail.comwho will be able to run your details and locate the order on our system. From there, we will be able to provide you with your tracking information
I have entered my address incorrectly, what do I do?
We advise all customers to take particular care when entering their delivery address as during busy periods, we may not be able to make adjustments to your address once the order has been placed.
Once your order has reached the ‘in process’ or ‘shipped’ stages, we are unable to make changes to your delivery address.
However, you can always email us at masc.beautyinfo@gmail.com and our team will always try their best to assist you in any way possible
My order is incorrect. What should I do?
If you receive your order and you discover that you are missing item/s or if you have received the wrong item/s, please reach out to our team at masc.beautyinfo@gmail.com and we will be more than happy to help you.
Please include photos of the items you have received and your order number.
Returns
What is your returns policy?
If for any reason you are not satisfied with your purchase, you can return your order within 14 days to request a refund.
As long as the order is returned within the stated timeframe and is in an unused condition, and has not been removed from the original packaging, a return will be issued.
This does not apply to faulty or incorrect items where your statutory rights are unaffected. Please note: we are only able to reimburse postage fees from returns coming from Netherlands.
Can I exchange an item?
Please make sure you have selected the correct item before placing the order as we will not be able to facilitate exchanges from online orders.
I have received a faulty/ damaged product. What should I do?
If you have received a faulty/ damaged product, please reach out to us immediately at masc.beautyinfo@gmail.com
Don't forget to add photos/ videos of the items so we can investigate the claim.
Can I return a Masc beauty product purchased from a retailer?
We are unable to accept returns on products not purchased on www.mascbeauty.com however if you have purchased the product from one of our retailers please do contact them with a valid receipt and they will be able to assist you.