MASKIN (“we” and “us”) is the operator of (www.maskin.lu) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time, there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Shipping payment will be collected with the purchase.

This price will be the final price for the shipping cost to the customer.

We deliver the parcel(s) by ourselves or with DHL Express to guarantee the best service & highest customer satisfaction.

3. Returns

Certain types of items cannot be returned, including custom products (such as special orders or personalized items) and goods related to hygiene (such as face masks).

3.1 Return Due To Change Of Mind

MASKIN will happily accept returns due to change of mind for eligible products, as long as a request to return is received by us within 14 days of receipt of item and are returned to us in the original packaging, unused and resellable condition. Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

MASKIN will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

MASKIN will happily honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Customers will be required to pay for the return shipping.

Upon return receipt of items for a warranty claim, you can expect MASKIN to process your warranty claim within 14 days.

Once the warranty claim is confirmed, you will receive the choice of:

1. a refund to your payment method
2. a refund in-store credit
3. a replacement item sent to you (if stock is available)

3.3 Full Return Policy

Please consult our full Return Policy here.

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 – 7 days.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 3 – 22 days. This varies greatly depending on the delivery country & continent. We can offer a more specific estimate when you are choosing your delivery option at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 1-2 business days of payment of the order.

Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For a change of delivery address requests, we can change the address at any time before the order has been dispatched. Please reach out to us via Social Media or mail.

4.5 P.O. Box Shipping

MASKIN will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We are unable to ship to military addresses.

4.7 Items Out Of Stock

If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock. No additional fees are generated by this.

4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

If you choose a tracked shipping option: Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in transit, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and undefined encourage you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to undefined at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations

If you change your mind before you have received your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at contact@maskin.lu