FAQ

How do I know if my order has been shipped?
We will send you a ‘Dispatch confirmation’ email as soon as your parcel has been collected. This email will also contain your Australia Post or DHL tracking number.

Can I cancel my order?
Once an order is placed it is sent to our warehouse for processing, in some circumstances we may be able to cancel or amend your order. Please contact us immediately. Once the order has been dispatched we therefore do not accept cancellations or changes of orders.

Do I have to pay for my returns?
We offer free returns to customers within Australia, all orders outside Australia are responsible for the cost of shipping returns back to us.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you used a secure, tracked means to return your order and retain proof of sending, incase of disputes.

Will I be charged additional taxes or duty?
Customers outside of Australia are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any important duty or tax charges are out of our control and will be invoiced to you by DHL directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive or all taxes.

Where do I find my order number?
Your order number can be found in the subject line of both your ‘Order Confirmation’ and ‘Shipping Confirmation’ emails.

Is my parcel insured?
Masons insures all parcels during the time they are in transit until they are delivered to you. We require a signature for any goods delivered, at which point responsibility for the parcel passes to you. If you are not the receiver of your purchase (E.g. a gift order) then the person who signs for the package confirms the receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to Masons.

When will I receive my refund?
Our store aims to process all returns within 3-5 business days of receiving them. We will send you a ‘Refund notification’ email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

If we have not answered your question above, please email online@masonsofficial.com

Our Customer Care team are available to help with all enquiries:

Monday to Friday 11:00am - 6pm AEST
*Excluding VIC public holidays

For any online order enquiries please contact us through:
Instagram DM @Masonsofficial
Email us: online@masonsofficial.com
WeChat: masonsofficial_melb