FAQ

HAVE QUESTIONS? WE HAVE THE ANSWERS.

What is your return policy?

+ OUR HOPE IS THAT YOU LOVE YOUR NEW ITEM(S), BUT WE UNDERSTAND SOMETIMES IT DOESN’T WORK OUT! WE ARE HAPPY TO ACCEPT YOUR RETURNS AND EXCHANGES FOR ITEMS THAT HAVE BEEN UNWORN, UNWASHED, UNALTERED AND ARE FREE OF STAINS AND DAMAGE (INCLUDING SMELL).

+ THESE PRODUCTS ARE INTIMATE ITEMS, THEREFORE, YOUR MERCHANDISE MUST BE SENT WITHIN 10 DAYS OF DELIVERY IN ORDER FOR US TO HONOR YOUR REQUEST FOR A RETURN, EXCHANGE OR STORE CREDIT. RETURNS SENT TO OUR FACILITIES WITHOUT MASONGREY'S PRIOR APPROVAL WILL NOT BE FULFILLED AND WILL BE DONATED TO A CHARITY ON YOUR BEHALF.

+ ALL REFUNDS WILL REQUIRE A 8% STOCKING FEE.

+ YOU ARE RESPONSIBLE FOR THE RETURN SHIPPING FEE , WE COVER THE SHIP OUT FEE. ALL EXCHANGES WILL PROCESS IN APPROXIMATELY 1 WEEK.

+ FINAL SALE ITEMS INCLUDE: SALE ITEMS AND ANY MERCHANDISE THAT HAS BEEN PURCHASED USING ANY DISCOUNT CODE, ACCESSORIES AND GIFT BOXES. THESE ITEMS ARE NOT ELIGIBLE FOR A RETURN, EXCHANGE OR STORE CREDIT - NO EXCEPTIONS.

HOW DOES AN EXCHANGE WORK?

In order to make an exchange, we need to receive the original item back within ten business days of its delivery. You will also need to fill out our return policy form detailing reason for exchange. Please note, we do not process forms on the weekend and holidays.

What’s the deal with shipping?

MASONGREY STRIVES TO HAVE YOUR ORDER PROCESSED AND SHIPPED OUT TO YOU WITHIN 2 BUSINESS DAYS. ORDERS ARE PROCESSED AND SHIPPED MONDAY THROUGH FRIDAY ONLY. STANDARD SHIPPING IS FREE ON ORDERS OVER $150 WITHIN THE US. TRACKING IS PROVIDED WITH EVERY ORDER WE SHIP WORLDWIDE. INTERNATIONAL SHIPPING RATES WILL BE CALCULATED AT CHECKOUT. PLEASE BE AWARE THAT DURING HOLIDAYS, SHIPPING MAY BE DELAYED.

MASONGREY IS NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES, OR ANY PACKAGES THAT ARE HELD IN CUSTOMS. IF YOU FEEL THIS HAS HAPPENED TO YOU, WE RECOMMEND TRACKING YOUR ITEM AND THEN REACHING OUT TO YOUR LOCAL UPS OR USPS DIRECTLY. UNFORTUNATELY, ONCE AN ORDER HAS LEFT US, WE ARE UNABLE TO CONTROL ITS WHEREABOUTS.

WE RECOMMEND USING ROUTE PACKAGE PROTECTION, WHICH CAN BE ADDED TO YOUR ORDER AT CHECKOUT. ROUTE PROVIDES PROTECTION FOR SHIPMENTS THAT ARE LOST, BROKEN, OR STOLEN. VISIT ROUTEAPP.IO TO LEARN MORE.

FOR ADDITIONAL HELP OR QUESTIONS PLEASE EMAIL: INFO@MASONGREYLA.COM

PLEASE NOTE, CUSTOMER SERVICE HOURS ARE MONDAY - FRIDAY FROM 8:00AM - 5:00PM PST.

How does a pre-order work?

If a item is in stock that is ordered with a pre order item they will ship together when the pre-order is ready to ship. Please contact us if you need it prior. Additional shipping charges may be applied. PREORDER POLICY: PREORDER DATES ARE LISTED AS AN ESTIMATE, MEANING, DATES ARE SUBJECT TO CHANGE. PREORDERED ITEMS CANNOT BE CANCELED UNLESS THE SHIPMENT DATE IS PAST THE ESTIMATED RANGE THAT IS GIVEN.

HOW DO I CARE FOR MY MASONgrey?

When washing your MASONgrey pieces hand wash or machine wash on cool! Lay flat to dry or tumble dry on low. Wash with like color clothing!

How can I track my order?

You will receive an order confirmation once you place an order, containing the details of the order. You can also contact customer service for assistance. When your order ships, you will receive a secondary email notice with your tracking number. If you have any other inquiries, please email info@masongreyla.com

Where is my order?

You will receive an email with tracking information for your order. Please check this and your junk mail before reaching out to our customer service team.

I think my package is lost. What do I do?

IF YOU DID NOT PURCHASE ROUTE PROTECTION, MASONGREY IS NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES, OR ANY PACKAGES THAT ARE HELD IN CUSTOMS. IF YOU FEEL THIS HAS HAPPENED TO YOU, WE RECOMMEND TRACKING YOUR ITEM AND THEN REACHING OUT TO YOUR LOCAL UPS OR USPS DIRECTLY. UNFORTUNATELY, ONCE AN ORDER HAS LEFT US, WE ARE UNABLE TO CONTROL ITS WHEREABOUTS.

WE RECOMMEND USING ROUTE PACKAGE PROTECTION, WHICH CAN BE ADDED TO YOUR ORDER AT CHECKOUT. ROUTE PROVIDES PROTECTION FOR SHIPMENTS THAT ARE LOST, BROKEN, OR STOLEN. VISIT ROUTEAPP.IO TO LEARN MORE.

WHAT IS THE ROUTE PROTECTION PACKAGE I SEE HERE AT CHECKOUT?

WE RECOMMEND USING ROUTE PACKAGE PROTECTION, WHICH CAN BE ADDED TO YOUR ORDER AT CHECKOUT. ROUTE PROVIDES PROTECTION FOR SHIPMENTS THAT ARE LOST, BROKEN, OR STOLEN. VISIT ROUTEAPP.IO TO LEARN MORE. IF ROUTE IS NOT USED, MASONGREY IS NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES. TO FILE A CLAIM PLEASE GO TO https://claims.route.com/

PLEASE NOTE, ROUTE PROTECTION CANNOT BE ADDED AFTER YOU HAVE ALREADY CHECKED OUT.

What is Cloud Fabric?

Our cloud fabric is a poly and spandex blend. The reason we use this specific blend is not only because it is deliciously soft, but also because we want our robes to last! This special blend keeps them feeling soft, but also durable enough to be machine washable.

How quickly will my order arrive?

MASONgrey offers standard ground, shipping unless chosen otherwise. All orders over $150 within the United States will receive free ground shipping.

MASONgrey strives to have your order processed same day and shipped out to. Orders received before 1:00 PM PST M-F will normally be processed the same day. Please check the tracking link in your shipping confirmation email for the latest shipping status, or contact customer service at info@masongreyla.com for assistance.

May I update or change my order once it’s placed?

Once an order has been placed that item cannot be changed. If you need it sooner, please email our customer service team for more options. If you need to make any changes to your shipping information, please contact us at info@masongreyla.com

CAN I ADD GIFT WRAPPING OR A GIFT MESSAGE TO MY ORDER?

Of course! we offer gift wrapping for $10, which includes a note. Above the "add to bag" button, there is a check box asking "is this a gift?" If you select yes, gift wrapping will be added to your cart for $10.

How can I buy a gift card?

We do offer gift cards, please see gift card section below main menu. take me to the gift cards

What payment methods are accepted?

We accept Mastercard, Visa, American Express, Discover, Paypal, Applepay, klarna.

I'm unsure about a size or have fit questions, where can I find this information?

Please refer to our size guide, located under the "have a question?" tab, for specific measurements on each style.

WHEN DOES MY ORDER NEED TO BE IN BY TO GET NEXT DAY AIR OR TWO DAY AIR?

YOUR ORDER MUST BE IN BY 12PM PST TO GO OUT SAME DAY FOR NEXT DAY AIR OR IT WILL BE SHIPPED THE FOLLOWING DAY. WE DO NOT SHIP ON WEEKENDS.

An item I’m in love with is sold out in my size, what can I do?

New items tend to sell out fast. Unfortunately, with the exception of Black Stars and White stars, we don’t typically restock prints. If you love an item, we recommend purchasing ASAP! You can also check our retailers, REVOLVE, Nordstrom.com and Shopbop.com

Why was my order cancelled?

All items are subject to availability. Usually, if an item is showing on our website then it is available to order. However, during exceptionally busy periods, demand can sometimes outweigh the amount of stock we have and we may not be able to fulfill your order. IF this is the case, we will let you know as soon as we can. If your order contains additional items, these items will be shipped and the unavailable item will be removed from your order.

I PLACED AN INTERNATIONAL ORDER, WHO IS RESPONSIBLE FOR THE COST OF DUTIES AND TAXES?

MASONGREY IS NOT RESPONSIBLE FOR THE COST OF DUTIES AND TAXES.

Can I add an item after I’ve just placed an order?

Unfortunately, we cannot add items to an existing order. However, you can place a new order for the item and contact us. We will waive the shipping on this additional order as long as it was placed within 24 hours from the original order.

Is my information kept private?

MASONgrey ensures that your personal information is kept private and confidential, and at no point will MASONgrey share it with a third party. For more information, please read the Privacy Policy and Terms & Conditions.

Sales Tax?

We do charge sales tax and city tax based of tax regulations. Rates vary depending on your location

Who else carries MASONgrey?

You can find us at Revolve.com and ShopBop.com

What Is Klarna?

Klarna is a Buy Now, Pay Later app. Buy what you need today and pay later in 4 installments with Klarna. No interest. Available with the Klarna app.

Where is my 10% off code for subscribing to your email list?

Please check your junk folder before reaching out for your 10% off code.

WHAT DO I NEED TO KNOW ABOUT MY MASONGREY MINI PIECES?

MASONgrey mini pieces should be washed before wearing. Wash in cold or warm water and lay flat to dry. Cloud fabric prints are made out of 96% polyester 4% spandex and tie dye pieces are made out of 96% rayon 4% spandex.

Can we collab?

Please email our team and they will get you to the right people! pr@masongreyla.com

Are you hiring?

We are always accepting resumes! Email info@masongreyla.com