FAQ

 

Return and exchange policy

Our hope is that you are completely satisfied with your purchase. If you aren’t, we are happy to accept your return for exchange; but please keep in mind…

· Merchandise must be returned within 7 days of delivery.

· You are responsible for return shipping fee. Merchandise must not be worn, altered, washed and must be free of stains.

  • You are responsible for new delivery on exchanged items
  • Once an item has been exchanged it is FINAL SALE – YOURS FOREVER (our hope is that you love it, but please note that you are only able to exchange an order once)

· Merchandise must have all tags attached and be in its original packaging

· All exchanges will process in approximately 1 week

· For exchanges please email customer service with your invoice # as your subject

· All Sale and custom items are FINAL SALE

· If you don’t see something you like as an exchange you will receive a store credit

  • MASONgrey strives to have your order processed and shipped out to you within 2 weeks. Please note that all orders are made to order so our processing time is normally takes up to 1-2 weeks unless otherwise specified.

HOLIDAY RETURNS – PLEASE READ CAREFULLY – NO EXCEPTIONS!

ALL ORDERS PLACED NOVEMBER 1ST – DECEMBER 25T HAVE UNTIL JANUARY 15TH TO EXCHANGE ITEMS

You are responsible for the return shipping fee. Merchandise must not be worn, altered, washed and must be free of stains. Merchandise must have all tags attached and be in its original packaging. Once an item has been exchanged it is FINAL SALE – YOURS FOREVER (our hope is that you love it, but please note that you are only able to exchange an order ONCE) You are responsible for the new delivery fee of a flat $10 on exchanged items. If you don’t see something you like as an exchange, you will receive a store credit. The balance difference will remain as a credit.

If you would like assistance with your return or have misplaced the return label enclosed in your package, please contact customer service at info@masongreyla.com with your order number.

How can I track my order?

You will receive an order confirmation once you place an order, containing the details of the order. You can also contact customer service for assistance. When your order ships, you will receive a secondary email notice with your tracking number. If you have any other inquiries, please email info@masongreyla.com

How quickly will my order arrive?

MASONgrey offers standard ground, shipping unless contacted otherwise. All orders over $175 will receive free ground shipping.

MASONgrey strives to have your order processed and shipped out to you within 2 weeks. Please note that all orders are made to order so our processing time is normally around 1-2 weeks. Orders received before 1:00 PM PST Monday-Friday will normally be processed the same day. Please check the shipping tracking link in your shipping confirmation email for the latest shipping status, or contact customer service at info@masongreyla.com for assistance.

May I update or change my order once it’s placed?

Once an order has been placed that item cannot be changed. If you need it sooner, please email our customer service team for more options. If you need to make any changes to your shipping information, please contact us at info@masongreyla.com

May I add a gift message to my order?

Yes, please email info@masongreyla.com to add a message to your gift order.

Can I create a custom gift set?

Yes! For information about our custom robes and gift sets please visit our custom page for more information.

How can I buy a gift card?

We do offer gift cards, please email our customer service team for more information info@masongreyla.com

What payment methods are accepted?

We accept Mastercard, Visa, American Express, Paypal

Where does MASONgrey ship to?

MASONgrey currently ships to U.S. addresses. We do not ship internationally yet.

I’m unsure about a size or have fit questions, where can I find this information?

Please refer to our size guide for general information regarding sizing. However, if you have specific questions about the fit of an item, please email us at info@masongreyla.com

An item I’m in love with is sold out in my size, what can I do?

New items tend to sell out fast but we may get more soon! Email us and we can keep you posted if we restock the item you love!

Why was my order cancelled?

All items are subject to availability. Usually, if an item is showing on our website then it is available to order. However, during exceptionally busy periods, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfill your order. IF this is the case, we will let you know as soon as we can. If your order contains additional items, these items will be shipped and the unavailable item will be removed from your order

Can I add an item after I’ve just placed an order?

Unfortunately, we cannot add items to an existing order.  However, you can place a new order for the item and contact us. We don’t mind to waive the shipping on this additional order as long as it was placed within 24 hours from the original order.

Press or Events?

Please email our team and they will get you to the right people! info@masongreyla.com

I want to place a large order and ship the items to different addresses. Is this possible?

Yes! For help placing orders shipped to multiple addresses, contact our customer service team. info@masongreyla.com

What are MASONgrey shipping rates?

Orders must be received by 1pm PST Monday-Friday to be processed the same day. Orders received over the weekend and on major holidays will be processed the following business day. We do not currently offer Saturday delivery.

The shipping rates are as follow:

Options Cost Total Delivery Time
Ground $10.00 (Complimentary on orders over $175) 4-5 Business days
3-Day $15.00 3 Business days
2-Day $20.00 2 Business days
Overnight $30.00 Next business day
(Delivered before 8 PM)

Is my personal information kept private?

MASONgrey ensures that your personal information is kept private and confidential, and at no point will MASONgrey share it with a third party. For more information, please read the Privacy Policy.  Terms & Conditions

Sales Tax?

We do charge sales tax on all orders shipping to Alabama, Arizona, California, Colorado, Connecticut,
Florida, New York, South Dakota, Texas, and Wisconsin. Tax will be displayed during checkout on the site for orders shipping to those locations.

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