Support

Support

Payments

Pay by credit card: We accept all Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron.
International credit cards bearing these logos are also accepted. Masscob receives authorization to charge your account once the order is placed. The pending transaction will be settled on the order's shipping date.

Pay by Paypal: Once you have confirmed your order, you will be redirected to the PayPal login page to complete the payment. If you do not have a PayPal account, you can sign up at the Paypal login page before completing your order. Your account will be charged on the day your order is placed.

Shipping

Our online store is available for the following countries:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Russia, Canada and the United States.

Orders are processed the following business day, Monday through Friday, excluding holidays. Orders received on weekends and holidays will be processed the next business day. Orders are processed from La Coruña, Spain.

Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone.

All orders are shipped with UPS (MRW for Spain and Portugal) and require a signature upon delivery. UPS usually operates between 9am–6pm on business days. Buyer will receive a shipment confirmation email with the shipping tracking number.

Masscob is currently offering Free shipping on all orders.

* Deliveries may take up to 5 days longer than usual due to current circumstances (Covid-19)

Destination

Service

Processing

Delivery

Price

National: Peninsula and Balearic Islands

Standard

1 day

1-2 business days

6€

National: Canary Islands, Ceuta and Melilla

Standard

1 day

2-3 business days

15€

Europe

Standard

1 day

2-7 business days

15€


Switzerland, Norway, Russia, Canada and the United States: 2-4 business days

These countries are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

Returns & exchanges

We are glad to exchange or refund items within 15 days of receipt of your online order. To return or exchange an item, please email our Customer Care service: customercare@masscob.com providing the order number and proof of purchase and we will provide you with the return authorization number (RMA), mandatory for any exchange or return.

Products should not have been used, worn, washed or damaged and must be returned with all the tags and in their original packaging. We hold the right to deny refunds if the merchandise returned does not meet our return requirements.

Return Shipping Costs:

Spain: 6€
European Union: 15€
Switzerland, Norway, Russia, Canada and the United States: 25€

* Shipping costs are not refundable
* Masscob stores do not offer return or exchanges on any Masscob.com purchases.

Returning from EU country:

1. Place the item in the original shipping box.
2. Fill out the return form and include it inside the box.
3. Close the box and tape it securely.
4. Place the shipping label on the box over the prior delivery information.
5. Contact the authorized transport company for pick up.

Masscob is not responsible for any purchase sent back to the manufacturer with a non-authorized forwarder.

Returning from Switzerland, Norway, Russia, Canada or the United States:

Please email our Customer Care Service: customercare@masscob.com providing the order number and proof of purchase and we will explain you the steps to follow providing you with the return authorization number (RMA), the pre-paid return-shipping label and the required documentation. 

Refund process:

Upon receipt of the return at our end, the warehouse processes and approves it within 3 business days of its arrival. This timeframe may be extended up to 5 business days during the Sale period.

Once the return is inspected and approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days. 
In case the returned items do not meet our requirements or its arrival has exceeded the return timeframe, they will be sent back to the customer by previous notification via email. This reshipment will be borne by the customer.

The reimbursed amount: shipping costs are non-refundable and the return shipping cost will be deducted from the final amount to refund. Masscob is not responsible for return shipping costs or nor duty reimbursement if is the case.

Credit card refunds

Credit Card companies vary in the time they take to restore the credit back to your account and the transaction could take up to 7 business days to be settled from the day of our refund confirmation e-mail.

Paypal refunds

Your refund will be visible in your account within 24 hours of receiving the refund confirmation e-mail. To transfer funds to a separate account, please contact PayPal directly.

Customer service

If you need any assistance our customer care team is at your disposal from Monday to Friday from 09:30 to 5 pm. To help you with any aspect of your order including purchases, shipping, and assistance with returns and exchanges. For assistance and comments about your masscob.com experience, please feel free to contact our Customer Care team at customercare@masscob.com or +44 981 613952 .

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