Masari Group
Menara Batavia Lt. 19
Jl. KH Mas Mansyur Kav 126
Jakarta Pusat 10220
(+62 878 7799 9898)

  1. Cash returns or refunds of product/s are only valid if products received are out of stock, not as ordered in the invoice or in a faulty condition. Unless in the conditions stated, we do not accept return or refund of products for change of mind or other purposes. In special cases we might offer you Credit Note to use in MASARISHOP.COM within 3 months from date of validity.

  2. To request for returns/exchanges, please contact our Customer Service (CS) via Phone or Email, as soon as possible, within 48 hours after the delivered date of merchandise, and mention your order number. Our Customer Services will verify your order.

  3. When the returns/exchanges request is verified by our CS, you can then return the product to our HQ.
    • Fill in the Return Form (located on the physical invoice that we sent along with your package) and attach this form in the package for the returned items.
    • Items must be shipped back for return not more than 5 days after the delivered date of merchandise. Return item/s is to be shipped back to our headquarter in Jakarta.
    • Shipping and handling costs for returning the item/s will be at the customer’s expense except when the product is faulty or not as ordered.


    Masari Group
    Menara Batavia Lt. 19
    Jl. KH Mas Mansyur Kav 126
    Jakarta Pusat 10220
    (+62 878 7799 9898)

  4. Conditions for exchange, return / refund :
    • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included. Items received without tags will not be accepted.
    • Return Form must be included in the package.
    • Footwear, bags and accessories must be returned with the original boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
    • When trying on footwear, please do not mark the soles or damage the shoe box. We recommend you try the footwear on carpeted floor.When trying on clothes, please use protective clothing first and cover your face to avoid having makeup/grease stains on the clothes.
    • SALE items and BEAUTY, FRAGRANCE items are final and cannot be exchanged or refunded.

    Acceptable reason for return / refund:
    • Item is not as stated in the invoice
    • Item does not accurately follow the measurement / description / images stated on the product page
    • Item is faulty / in bad condition, without tags or protective cover

    Acceptable reason for exchange:
    • Exchanging size/color/style : the item you would like to exchange must be equal or exceed the amount of your current purchase. We do not except exchanges below the original amount unless in the form of credit note.

  5. Voucher and promotion code used in returned purchase cannot be returned or redeemed for cash or credit.

  6. We will verify and inspect returned products, and reserve the right not to accept the returns under the conditions stated above. MASARISHOP.COM reserves the right to refuse an exchange or refund on returned items.

  7. In the case of returning due to faulty conditions and credit memo is not acceptable, we will refund your order with the following options:
    • Credit note / credit memo sent to your email address, to use for shopping at MASARISHOP.COM that will expire within 3 months from date of purchase.
    • Bank transfer: for purchases made using Virtual Account : within 5-7 working days of dispute resolution. You need to provide us with your bank account details.
    • Credit Card Refund : VOID card, available if requests are made within 24 hours of purchase, or REFUND card, processed within 5-7 working days and the amount will be sent back to your card up to 14 days, depending on your billing cycle.

  8. You can review the status of your order on your account page. The confirmation will also be sent to you via email. Item that has been delivered will be marked COMPLETE, and disputed orders that have been solved will be marked as CLOSED.

  9. Returns and Exchanges on International Shipment :
    • For shipment to Singapore and Malaysia, please make sure to read our full refunds and exchange information before proceeding to payment.
    • We use FedEx International Priority for shipping to Singapore and Malaysia. Please allow up to 2 working days for us to process your order and another 2-3 working days for the goods to be delivered to you.
    • We do not include tax and duties charges—they must be paid upon arrival and your local FedEx office will contact you directly.
    • All sales are final including discounted items. We do not accept refunds unless a faulty or wrong item received. For exchanges, please notify us via email within 2 days of receiving your order. Please state your order number and reason for exchange and we will assist you with the next steps via email. Goods exchanged must be in original condition with the label remain attached, original packaging box and invoice.
    • Rest of the world order : Since haven't opened official shipping channel to the rest of the world, any customer who wishes to purchase to their country must transact manually by contacting our customer service on, and all sales are FINAL for this order.

  10. Please do not hesitate to contact our Customer Service for more information
    +62 878 7799 9898

Happy Shopping!