FAQS

We offer live chat on our website. We are also available via email at customercare@itsmashu.com

For Press related enquiries please contact us on pr@itsmashu.com

If you are a retailer and would like to get in touch with us please email us on info@itsmashu.com

Yes! Once your order has been picked up by our courier we will send you an email that your parcel is on its way which will contain a tracking number. We ship with DHL express.

Please allow a maximum 48 hours until dispatch. Once your item has been dispatched:

UK & Europe
Express delivery: 1-2 days Transit

 Rest of World
Express delivery 2-4 days Transit

We offer Free worldwide shipping over £200. Anything under £200 will incur a shipping charge which is calculated at checkout (depending on the destination)

Customers in the UK and EU will not pay any customs/tax. Please note for all other international countries the recipient, you will be responsible and liable for all import duties, customs and local sales taxes implemented by the country you are shipping to. Payment of these amounts will be necessary to release your order from customs on arrival.

You may return or exchange items within 15 days of receipt for an exchange or refund. Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. You can return your order by emailing us at customercare@itsmashu.com with your order number and reason for return. Please note that all returns are the responsibility of the customer. We do not offer free returns. Unless the item is damaged/or defective.

Once the bag has been returned to our HQ. Our team will inspect the bag to make sure the bag is in the same condition as it was sent. Please allow 5-10 working days for a refund to be credited back to your payment method. We will contact you to let you know we have received your item and are processing your refund. For more information on returns or exchange contact us viacustomercare@itsmashu.com

Please note we only replace items if they are defective or damaged.

If you would like to exchange your bag with a different style or colour please email us on customercare@itsmashu.com if the style/colour you want to exchange with is in stock we can arrange it!

We use certified vegan leathers (PETA Approved) in all our bags. Please be aware that our deadstock satins are not certified vegan. Since they are deadstock we can't be 100% sure of what they are made of.

Yes! We test all our materials to see their durability and ask for extensive material specifications from our suppliers. Check our care guides on how to take care of your bag!

If you are based in Athens, Greece you can email us on info@itsmashu.com to book a private appointment at our showroom to try out bags.