Customer Care
Thoughtful jewellery deserves thoughtful care. Find answers about your order, delivery, returns, sizing and caring for your MASYN pieces.
Delivery Information
Everything you need to know about receiving your MASYN jewellery.
Where We Deliver
Delivery availability and applicable shipping fees are shown at checkout based on your delivery address.
Processing & Delivery
Your estimated delivery timeframe will depend on the destination, stock availability and shipping service. Please refer to your order confirmation and tracking information.
Order Tracking
Where tracking is available, details will be shared after your order has been dispatched.
Taxes & Customs
Cross-border orders may be subject to local import taxes or customs requirements. Any applicable charges should be confirmed during checkout or with Customer Care before purchase.
Can I change my delivery address after ordering?
Please contact Customer Care as soon as possible with your order number. Changes may not be possible once your order has been processed or dispatched.
What if my parcel is delayed?
Check your tracking details first. If the tracking has not updated or your order is substantially delayed, contact Customer Care with your order number so the team can investigate.
Returns & Exchanges
We want every MASYN experience to be considered and reassuring.
How do I request a return or exchange?
Contact Customer Care with your order number, the item concerned and the reason for your request. Our team will review your request in accordance with the applicable returns policy and advise you on the next steps. Please do not send items back before receiving return instructions.
What if my jewellery arrives damaged or incorrect?
Contact Customer Care promptly with your order number and clear photos of the item and packaging. Our team will review the issue and advise on the appropriate resolution under the applicable policy and consumer-protection requirements.
Are earrings or personalised pieces returnable?
Eligibility for hygiene-sensitive, customised or personalised jewellery depends on the applicable policy and local consumer laws. Please check with Customer Care before purchasing if you have concerns.
When will I receive my refund?
Refund processing times depend on the approved return and the original payment method. The team will provide a timeframe once the return is assessed.
Jewellery Care
A few simple habits help preserve the beauty of your jewellery over time.
Wear with Care
Put jewellery on after perfume, lotions and cosmetics have dried. Remove before swimming, showering, exercising or using cleaning products.
Clean Gently
Wipe after wearing with a soft, dry, lint-free cloth. Avoid abrasive polishing, harsh chemicals and ultrasonic cleaners unless the specific piece is confirmed suitable.
Store Separately
Keep each piece in a soft pouch or lined compartment in a cool, dry place to minimise scratches, tangling and unnecessary exposure to moisture.
Gold-Plated & Delicate Pieces
Plated finishes can wear with friction and chemical exposure. Pearls, mother-of-pearl and certain gemstones need particularly gentle handling and should not be soaked.
Size Guide
Use the product page measurements as your primary reference. The examples below explain how to interpret common jewellery sizes.
Necklaces
Measure a necklace you already own from end to end, including the clasp. Adjustable chains may offer more than one wearing length. Pendant dimensions are listed separately where available.
Bracelets
Measure your wrist with a flexible tape or strip of paper. Compare that measurement with the bracelet's listed length and fastening style, allowing for your preferred fit.
Ring Sizing
Ring sizes differ between countries. Measure the inside diameter of a ring that fits comfortably, or have your finger measured professionally. Use the conversion chart provided on the specific product page.
| Measurement | How to check |
|---|---|
| Inner diameter | Measure straight across the inside of an existing ring, in millimetres. |
| Finger circumference | Wrap a flexible measuring strip around your finger without pulling it too tight. |
| Fit consideration | Wider bands may feel tighter; measure at the end of the day when possible. |
Contact Us
Questions about an order, a piece you love or caring for your jewellery? Our team would be happy to assist.
How may we help?
For order enquiries, please include your order number and the email address used at checkout. For product enquiries, share the product name or link.
Contact Customer Care- Choosing a selection results in a full page refresh.
- Opens in a new window.