Shipping policy

SHIPPING POLICY

Last updated: September 29, 2026

1. Shipping destinations

Masmona ships to the destinations that appear available during the checkout process. If an address or country cannot be selected on the payment screen, it means that we do not currently ship to that destination.

2. Order processing

Orders are processed once payment has been confirmed.

Due to the artisanal nature of our products, some items may require additional preparation time. When a product is made to order or has a special lead time, it will be indicated on its product page before making the purchase.

Processing and transit days are calculated in business days, excluding Saturdays, Sundays, and public holidays.

3. Shipping costs and delivery time

The shipping cost and the estimated delivery date or timeframe will be displayed during the purchase process, before confirming and paying for the order.

The indicated timeframes are estimates and may be affected by high-demand periods, holidays, carrier issues, or force majeure circumstances. In any case, unless another timeframe has been expressly agreed upon, the order will be delivered without undue delay and within the maximum legal period of 30 calendar days from the purchase confirmation.

If a significant delay occurs, Masmona will inform the customer as soon as possible.

4. Order tracking

When the carrier provides a tracking service, the customer will receive an email or communication with the information necessary to check the shipment status.

For any questions, you can write to mncdeluis@gmail.com, indicating the buyer's name and the order number.

5. Delivery address

The customer must verify that the provided address and contact details are correct and complete.

Masmona will not be responsible for delays caused by incorrect or incomplete data provided by the customer. If the order needs to be reshipped due to a cause attributable to the buyer, the reasonable costs of the new shipment may be charged.

If an error in the address is detected, it must be reported as soon as possible. Once the order has been handed over to the carrier, it may not always be possible to modify it.

6. Absence or uncollected order

If delivery cannot be completed due to the recipient's absence, the carrier may make a new attempt or deposit the package at a pickup point.

The customer must follow the carrier's instructions and collect the order within the indicated timeframe. If the package is returned to Masmona because it was not collected, the customer will be contacted to arrange a new shipment or process the corresponding refund, and the direct costs incurred from the return may be deducted when it is attributable to the buyer.

7. Loss or damage during transit

Masmona is responsible for the order until it is physically delivered to the customer or a person authorized by them.

If the package arrives visibly damaged, it is recommended to record it with the carrier and take photographs of the packaging and the product.

In case of loss, damage, or incorrect content, the customer must contact mncdeluis@gmail.com as soon as possible, indicating the order number and providing photographs where applicable. Masmona will manage the incident with the carrier and offer the legally appropriate solution.