Shipping & Returns


Shipping & Handling Fees
Within India – We charge a flat Shipping and Handling Fee of INR 250 for all orders within India.

International – For international orders there is a nominal charge based on the products and country we ship to. Further note, you will need to pay Customs Duty as per the duty structure of the country you reside in. Customs Duty will be at actuals, and you will need to pay the Customs Duty at the time you accept the order.

Shipping & Timelines
This depends on the type of product and location. We dispatch our products within 5 to 7 days from the order date, from Monday to Friday (excluding Indian public holidays), and it takes another 1 to 14 working days for the order to reach you based on your location. As soon as we ship your order, we will send you a notification by email and also share the courier tracking details so you know when to expect it.

Some products are made-to-order and have a longer processing time. Please check the product page to know how many days your chosen product will ship in.

Expected delivery timelines based on location
Within Mumbai: Please allow 2 to 4 working days for the courier to be delivered
Metros: Please allow 3 to 5 working days for the courier to be delivered
Non-Metros and Interiors: Please allow 5 to 10 working days for the courier to be delivered
International: Please allow 10 to 14 working days for the courier to be delivered

Returns Policy
We stand behind the products we create. If you are not happy with the quality of your order, have received an incomplete/wrong order or believe your product is defective, please contact us so we can make things right.

In case of a return, you may choose any other item of the same value or more. We offer refunds only if the item has a manufacturing defect.

  • To be eligible for a replacement/return:
    • You must inform us within 48 hours of receipt and return it within 10 days
    • Your item must be unused and the labels as well as packaging intact
    Please note that replacements/returns are not accepted if:
    • The return request is made outside the specified time frame
    • The product is made to order or personalised. We recommend you read the product specific return policy on the product detail page on our website.
    • The product has been shipped internationally (outside India)
    Returns Process
    Please send us an email within 48 hours of receiving your product to hello@masilo.in. Include your order number, description of the issue and a photo. Make sure to retain the original invoice/tags and allow 1-2 business days for our team to get back to you.

    Once our team has contacted you regarding your replacement/return request, you will be asked to ship the product back to us at the address below:

    Masilo
    202 Konark Shram 
    156, Tardeo Road
    Mumbai 400034

    India

    Replacements/returns are to be shipped at the expense of the buyer.
      Refunds
      On receipt of the product in original condition, we will refund the full amount (not including shipping charges, duties and taxes if applicable) back to your account in 15 to 25 working days.

      Cancellation
      You may change/cancel your order as long as it has not been shipped. To do so, please get in touch with our team by calling +91 22 6237-5037 or +91 9819811293 or email us at hello@masilo.in with your order details as soon as possible as orders are sometimes shipped immediately.

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