FAQ

What is your contact information? 

Please use our contact page to reach us, send us a message in the tab below or email us at info@mashaapparel.com. Please allow 12-24 hours to respond to your inquiry. 

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. 

When will my order ship? 

All orders ship within 1-5 business days. If you would like a rush order, please just send us a message and we will rush your order (free of charge). 

Due to the nature of hand dyed apparel, it may take us slightly longer to produce some items and if your item takes longer than usual we will send you a small gift with it :)  

What is your Return Policy? 

We accept exchanges or returns on unworn items. Please contact us within 15 days of receiving your item if you would like to return or exchange it. All returns have a $3.50 restocking fee which is paid directly to our shipping company (to process the return).    

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. 

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.

If you received a defective item, please let us know right away so we can fix the problem!

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 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 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 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 or add info@mashaapparel.com to your safe sender list. If you still cannot find your confirmation, please send me a message so I can check your order and re-send the email. 

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.

Do you have an Etsy store? 

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