FAQ

What is your contact information? 

You may contact us here. Please allow 24 hours to respond to your inquiry. 

Do you have an Etsy store? 

Yes! This is the link www.etsy.com/ca/shop/MashaApparel 

I am getting an error, or my order will not go through. HELP! 

If you are receiving an error message. Please review your credit card information, billing and shipping address, please make sure that your billing address matches to the one used for your credit card. If you are still receiving an error message please contact us. 

Please only click the “Place Order” button once to avoid multiple authorizations, sometimes it may take a minute or two to process.

I made a mistake, or I need to change something in my order, what do I do? 

If you made a mistake, or simply want to change something in your order please contact us as soon as possible. Once an order has shipped we will be unable to make any changes. 

I forgot to add something to my order, what can I do? 

Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us immediately. If the second order was placed within 48 hours, we will try to ship the items in one package. 

I’m not sure which size to order? 

Please check the size chart or send us a message and we will be able to assist with sizing, 

What is your Return Policy? 

We accept exchanges or returns on unworn items, with tags still attached within 30 days of purchase. 

If you received a defective item, please email info@mashaapparel.com. 

Once your return/exchange is received and inspected, we will send you an email to notify you that we have received your returned item. Only unworn items with the original tags still attached can be exchanged or returned. We will process the exchange or return within 24 hours of receiving the item. 

Please send all packages to: 

Masha Apparel
41 Elihof drv
Vaughan, Ontario, 
CANADA, l6a 0x2
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without tracking.

When will my order ship? 

Orders ship within 5 business days. We do not ship out on weekends, or holidays.  Due to the nature of the custom and dye work, it takes us slightly longer to product each item. If you would like a rush order, please just send us a message and we will do our best to accommodate your request. 

I haven't received my order confirmation, where is it? 

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add info@mashaapparel.com to your safe sender list.

Do I have to pay international Taxes & Duties? 

Yes. Masha Apparel is not responsible for paying international Taxes or Duties and it is out of our control whether your country charges import Taxes & Duties. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.