Shipping & Delivery

Processing Time

All orders are shipped from our studio in London, United Kingdom.

Please allow 1–5 business days for your order to be processed and dispatched. During collection launches, promotions or busy periods, processing times may be slightly longer.

Shipping Methods & Costs

We ship worldwide using DHL Express and Royal Mail, depending on your destination and the shipping option selected at checkout.

Shipping costs are calculated at checkout based on your delivery destination. We offer complimentary shipping on eligible orders over £300.

Delivery Estimates

Estimated delivery times are provided by the selected carrier and are intended as a guide only. Delivery times may vary depending on your location, customs clearance and other circumstances outside our control.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Responsibility for Your Order

If we arrange delivery, we remain responsible for your order until it has been delivered to the delivery address you provided. If your parcel is lost or damaged before it reaches you, please contact us at info@masha-popova.com and we will work with the carrier to resolve the issue.

Customs & Duties

Orders shipped outside the United Kingdom may be subject to customs duties, taxes or import charges.

Orders shipped to the United States are sent on a Delivered Duty Paid (DDP) basis where available. Where DDP applies, any applicable duties and taxes are collected at checkout, meaning no additional import charges should be payable upon delivery.

For destinations where DDP is not available, any applicable customs duties, taxes and import charges remain the responsibility of the customer.

Failed or Refused Deliveries

Please ensure your delivery address is accurate before placing your order.

If a parcel is returned to us because delivery could not be completed, the address provided was incorrect, or the delivery was refused, we may deduct any shipping costs, return shipping charges, customs charges or other costs incurred before issuing any refund, where permitted by law.

Delivery by a Specific Date

If you require your order by a particular date, please contact us at info@masha-popova.com before placing your order. We will be happy to recommend the most suitable shipping option and advise whether we are able to meet your requested delivery timeframe.

Returns & Refunds

For information about returns, exchanges and your statutory right to cancel your order, please see our Returns & Refunds Policy.

Returns & Refunds

We hope you are delighted with your purchase. If you wish to return an item, please follow the instructions below.

Returns

If you wish to exercise your right to return an item, please contact us at info@masha-popova.com within 14 days of receiving your order, quoting your order number.

Once you have notified us, you must return the item(s) within 14 days.

Returned items must:

• be unworn, unused and in their original condition;

• have all original tags attached;

• be returned in their original packaging; and

• where applicable, include any hygiene seals intact.

We reserve the right to refuse a refund if returned items do not meet these conditions, except where your statutory consumer rights apply.

Returns Address

Returns should be sent to:

Masha Popova Ltd.
First Floor Studios
1 East Poultry Avenue
London EC1A 9PT
United Kingdom

Return Shipping

Customers are responsible for arranging and paying for return shipping costs, including any applicable customs duties or import charges.

We strongly recommend using a tracked delivery service and retaining proof of postage. Masha Popova Ltd. is not responsible for returned items that are lost or damaged in transit before they reach us.

Refunds

Once we have received and inspected your returned item(s), refunds will be processed to the original payment method used for the purchase.

Refunds are normally processed within 7 days of receiving the returned item(s), although this may take longer depending on your payment provider.

Original delivery charges are non-refundable unless required by applicable law.

Exchanges

Where stock is available, we are happy to offer an exchange for eligible items. If your preferred replacement is unavailable, a refund will be issued in accordance with this policy.

Non-Returnable Items

Unless the item is faulty or not as described, we do not accept returns of:

• sale items bought at any physical sales;

• accessories; or

• swimwear.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Faulty or Incorrect Items

If you believe you have received an item that is faulty, damaged or incorrect, please contact us as soon as possible at info@masha-popova.com so that we can resolve the issue promptly.