Frequently asked Questions:
What is your return policy?
If you wish to return an item please fill out the returns form
Returns must always be reported and sent in accordance with the returns procedure as otherwise the refund may be delayed. You may return an item within the 14 day period following the item’s delivery, after this day period, Master of the House VOF will assume that the customer is satisfied with the order. Due to the intimate nature of some products like underwear, they are exempt from our return policy. This will be clearly stated with the product description. Items can only be returned to our office address: Asterweg 123, 1031HM Amsterdam, Netherlands. We advise you to provide the return shipment with a tracking number as Master of the House VOF is not responsible for any damage, theft or loss.
The goods must be sent back to us in perfect condition and will only be accepted if all packaging and labels are intact and attached. Master of the House VOF will not accept any items with missing labels. Defective items are exchanged for the same type of product in the same colour and size, subject to availability. Customers that wish to make a complaint should always first contact the customer service department: info@masterofthehouse.com
Do you ship internationally?
Yes we do! Your shipping cost will be calculated during the order process. You will have the option to ship with or without a tracking code. Click here more information on shipping.
Do you offer free shipping?
Yes we do! All orders over €100,- are shipped for free. You will receive a tracking code to monitor delivery.
What are the cost of Customs Duty and Taxes?
Some orders delivered outside the European Union may be subject to customs duty or taxes. These are charged once your order arrives in your country by your national customs and vary for each country. Orders delivered within the European Union are free of duty and taxes.
How long until I get my delivery?
We usually ship orders within 2 or 3 working days of your order. We are open from Monday to Friday, excluding (Dutch) public holidays. You will receive a shipping confirmation via email (if applicable). The delivery times are dependent of the destination. Unfortunately we have no influence of any delays regarding deliveries. We recommend you choose to add shipping with track and trace so you can monitor the delivery.
Can I change or cancel my order?
If we have not shipped your order and you wish to change or cancel your order please send us an email with your request and order number. However when we already have processed and shipped your order, you wil have to return the order in accordance of our return policy.
How can I track my order?
If you have chosen a shipping option that includes tracking, you will receive a tracking number to track your order. For shipping methods that exclude a track and trace service and we cannot provide you with a tracking code.
Currency
All transactions on masterofthehouse.com are made in € EURO's. Your payment provider (your bank, PayPal, etc) will convert this amount to your local currency (eg: USD, GBP, etc) at the time of the transaction, this calculation will appear on your (bank) statement. If you receive a refund on your transaction, your payment provider will also convert this amount from EURO to your local currency.
Please note that due to daily currency fluctuations, the refund amount may be different from the original purchase amount.
I purchased something online; Can I return at your store?
No, Master of the House doesn't have its own stores. Please contact us at customerservice@masterofthehouse.com to request further information.