SHIPPING & RETURNS

We ship worldwide!

 

Our customer care team is here to help. Send us an email with any questions regarding your order.

Email: hello@maschia.com

Free Shipping Worldwide on all orders!

Delivery times*:

USA & Canada: 7-10 Business days

Australia: 7-10 Business days

Europe & UK: 8-15 Business days

Asia Pacific: 7-10 Business days

Rest of the World: 8-15 Business days

 

*Shipping times are to be used as an estimate only and will vary based on your location, distance from the central business district and high sale periods. We cannot control and aren’t responsible for delays incurred by payment verification process, incorrectly provided addresses, and other external factors impacting our shipping couriers or any other circumstances beyond our control.

**Currency conversions are estimates only, not live conversion rates, and the total amount you are charged is based on the exchange rate and processing fees your bank charges you. Your order will be processed in USD and the applied conversion rate will be determined by your bank. While most exchange rate systems are very similar, we can't guarantee the exchange rate we use to display an approximate price to you on our site will be exactly the same exchange rate your bank uses when processing your transaction.

 

Delivery within Australia

Please allow 1 to 2 business days for us to receive and process your order. We use Australia Post eParcel service.

Delivery times indicated above are approximate based on estimate from Australia Post. We make every effort to ship your order as soon as possible, however delivery times are not guaranteed. 

 

Delivery within USA

Please allow 1 to 2 business days for us to receive and process your order. We use USPS.

Delivery times indicated above are approximate based on estimate from USPS. We make every effort to ship your order as soon as possible, however delivery times are not guaranteed. 

 

International Delivery

All orders will be shipped via various International shipping services depending on your location. If we attempt to deliver your package when no-one is home, your parcel will be left in a safe location or a collection card will be left with information on how to collect your parcel, depending on your local courier’s processes.

We recommend providing a workplace address to ensure your order is signed for when we attempt to deliver your order. Please allow a few days for tracking information to become accessible once you receive your shipping information.

Please note, unfortunately we can’t ship to every country in the world and only ship to selected countries. You can double check your shipping country destination at checkout before your order is processed.

 

TAXES AND DUTIES

For shipments to the European Union, sales are subject to the respective VAT in the Member State of delivery - this is included in the prices shown on our website. To see prices in EUR, please choose EUR from the currency converter (used as a guide only) to display prices with VAT. Please note that all transactions are processed in USD.

As we ship to a number of locations internationally, duties, taxes, and any import fees for all non-EU orders are not prepaid by MASCHIA. Customers will be liable for all import duties and taxes charged by the country your order has been shipped to. These will be calculated and due at the time of, or after delivery.

 MASCHIA is not liable for these charges, and these charges will not be reimbursed or refunded by us. Each country is different so if you are unsure of the charges that apply, please contact your local customs office for more information.

 

RETURNS AND EXCHANGES

What is your return policy?

If you or your partner don't love them, we'll happily provide a refund or exchange within 30 days for your FIRST PAIR ONLY. If you have purchased more than one pair, please try one pair only and make sure you love them and ensure the other pieces of underwear stay sealed in their package. If you are not happy with your first pair, please contact hello@maschia.com.

Due to health regulations, we cannot accept returns on underwear for change of mind, incorrect size or colour selection if the package has been opened. Under the Health Act and for hygiene reasons, underwear cannot be returned, exchanged or refunded unless faulty.

If your product is faulty, you must advise within 3 days of receiving the order by sending us an email at hello@maschia.com and return them within 30 days. 

We recommend reusing the plastic bag packaging to re-pack any items, making sure the parcel is sealed properly. We can not offer a refund on any packaging material costs.

It’s important to take time to read the washing instructions on items before washing, as faults caused by washing are not covered for an exchange or refund.

We cannot accept returns or exchanges on items that were purchased from a third party vendor or website. Please contact them directly to inquire their returns and exchanges policies.

 

 

Can I change my order?

Before you complete your order, please carefully check your billing and shipping information as our dispatch team processes orders quickly and is unable to make changes to orders once they are shipped.

 

Can I cancel a pre-order?

Pre-order style orders can’t be cancelled as these orders are sent to our suppliers immediately after your order is placed and we incur significant costs associated with these orders that we cannot cancel.

 

What if my item is faulty, damaged, or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if you find our product is faulty, or we have not delivered what you ordered, we do our best to help you resolve the problem.

We will accept returns for refund that are faulty products or if the products delivered to you do not match your order. Please email us hello@maschia.com with a photo of the defect, or a description of the wrong item you received, as well as your order number before sending the item back, and we will send you detailed instructions on how to return your product.

 

How are refunds processed?

We provide refunds in the original payment form, minus any delivery and handling costs that may have been charged. This means if you paid with credit card or Paypal, you would be refunded in those, or if you used store credits to buy, you will be refunded in store credits.

In the event that you do need to return a product, upgraded shipping, international shipping, and duty charges are non-refundable.

 

How do I return an item?

If you need to return a faulty item, you need to request a return approval.

Please email us at hello@maschia.com with a photo of the defect, as well as your order number before sending the item back, and we will send you detailed instructions on how to return your product along with a return address. We will not accept any returns that have not been approved and requested by one of our team members.