Masai Reviews 

I am an Irish customer and ordered 2 items online. I kept one and returned the other on 16 June 2026 and have not received a refund. I emailed on 3 July and received a reply with a ticket number. I've heard nothing since. I emailed on 11 July and 17 July but no response. I emailed 6 August and received a response saying Masai would respond asap. There is still no sign of my refund. I like the quality of Masai clothing but their customer service is dreadful and I have little faith I will receive the €99 I am owed. Please be wary of ordering Masai clothing online.

I’m Canadian. I was a little disappointed when the owner of the store I was shopping in advised that your company would no longer ship to Canada. Could you spare a few minutes and let me know why? I’m interested. It’s too bad as you make a beautiful product.
Jane Smith, Stouffville, Ontario, Canada

When you buy an item for nearly £100 you don’t expect a flaw in the fabric and you don’t expect to email 4 times with photo and message over Facebook and receive no reply. Customer service is abysmal. They should be ashamed.

Size true to sizing in great colours. Slightly different designs that I have bought for several years.love them

For the most part I love this company's clothes. However, on several occasions I have received the wrong item. Apparently the person who puts the website together is incompetent. Very very annoying. I call and then I get told I'm wrong. Not a good way to treat your customers.

Genuine complaint with a blue Fantasi sweater- worn once, washed once. Big water marks makes it look blotchy & unwearable. Complaint rejected completely. Totally unfair treatment & I am surprised.

Completely fraudulent, I had a very bad experience with them! Bought a dress and was sent a wrong outfit which they immediately sent the right one with a zero charge so I thought after speaking to the customer service representatives only to be informed by klarner that I had to pay for it which was fine but it was the way they pretended that it was free as a compensation for the cock up. Was made to give a good review about too😕

Seems to be fraudulent to me. They refuse to refund return. Avoid like a plague.

Excellent delivery, reimbursement and customer service. I’m just sorry I had to return the dress (my fault, bought the wrong size).

I purchased two dresses in the online sale which did not fit well, so I returned them immediately. I spent over £128.00 altogether. After tracking the return parcel, I saw that it had been received on 22nd January but I am still waiting for my refund after emailing to chase it up. According to the email I received in reply, if I have to wait longer, it’s down to my card provider, but I have never experienced delays in getting refunds to my card account previously and this is certainly the longest time I have waited for a clothing refund after purchasing online. I bought a Masai dress in a store stocking their clothes, which I liked, so if I ever bought anything else, I would do that rather than messing around with their customer service department again. Very disappointed with their response and the delay in getting my money back.

I wish I had read these reviews before spending so much money with this business. I’ve well and truly had my fingers burned and been taken for a mug. And if Masai object to me saying that I am fully prepared to provide all supporting emails.

The clothes are good quality but overpriced. The deluge of glossy looking promotional emails one gets after becoming a customer gives the impression that Masai are a large professional organisation. They are not. As I learned to my cost.

The issue is the so-called Customer Service Dept. That is a misnomer if ever there was one. They may as well have a recorded message at the end of the phone line. When things go awry with delivery/returns, Agents are told what to say and stick to the script verbatim, even when when that script defies logic. And when this is pointed out to the Agents they say they are not paid to have an opinion.

In future, I will go to a store that sells the brand. They are different, quirky but no way do I recommend their online store the U.K. logistics and lack of customer support badly let them down.

I have been waiting 26 days for an item which is claimed to be held up at customs. I have spoken to Masai customer services about this and have been fobbed off twice. So, I have paid for a garment which I don’t have and which they don’t know where it is. “Customs”. What a load of rubbish.

If I could award no stars I would!
Placed an order and had a confirmation, then nothing.
Phoned on four occasions and spoke to two different people. I was told it was with the courier and they were waiting for a tracking number, then I was told it was held up at customs and out of their control.
I made a complaint and it transpires that the order had not even been processed-so I was lied to four times.
I have cancelled the order and will not shop with them again

I've bought Masai clothes for a few years now and I've always got lots of wear out of them and like them very much. Gold star to Sean in customer service who managed to locate my recent return and organise my refund promptly, despite my having failed to put the returns note in the package.

After the 14 working days, despite me having an email stating they had received my return, I was asked to provide proof of posting. The refund went into my account within an hour. Feels to me they are managing cash flow . . . Not a good company to deal with.

I really like masai clothes and have some treasured items in my wardrobe, BUT their refund policy is hopeless. I have had to chase returned items repeatedly over 4 week periods before getting refunds. Also have experienced problems with garments fraying after being washed according to instructions. Not impressed.

I actually like their clothes . The sale items are best value for money but ordering from website is a no no for me . No returns label or free returns and still waiting after 4 weeks to get my refund , despite my return being received at their uk returns depot within 2 days if me sending . They send lots of enticing emails to buy new garments but I’ll be unsubbing and looking elsewhere in the future . A shame really as I like the clothing but operationally they are well below par especially when you think about how people buy nowadays

I have been in contact with this company three times for my refund but, after 1month they still have not refunded the money.I have waited 30 days and I am going to have to contact a fourth time.
I will soon have to use chargeback or then the Ombudsman service,
I cannot recommend this company if you want efficiency and the refund of your money when you send goods back.

I have always liked Masai clothes but I wont be ordering anything online from them again.
I returned a top a month ago to the UK address in Norfolk (I paid for the postage) after two weeks of hearing nothing I phoned the UK customer services to see if they had received it - they were unable to tell me! which I found bizarre, I phoned several times and kept getting told the item would be sent back to Denmark for a refund to be processed - but they still could tell me if they had received it at the UK address or not.
A couple of days ago I received an email from Masai Head office to say that they had received the top but it would take between 2 and 30 days before I get the refund in my account - this is from a company who say a refund will be given within 14 days.

I ordered two coats but after trying them on, decided they were not for me and returned them. They were signed for at the U.K. depot 3 weeks ago, but when I telephone and ask where my refund is, I am told, I must give at least 14 working days before I would see any refund although at the top of the Masai site is states FULL REFUND IN 14 DAYS, surely this is misleading information and should be changed to read 14 working days. Never had this trouble with refunds before. Will not bother dealing with Masai again.