Shipping policy

1. Shipping Zones, Rates, and Delivery Times

All MASQLY orders are fulfilled and shipped from our central logistics hub in France (LE ROY LOGISTIQUES). Delivery windows begin once the order is confirmed and are calculated in business days (excluding weekends and public holidays).

  • Zone 1: Mainland France

    • Delivery window: 1 to 2 business days

    • Shipping fee: €5.95

    • Free shipping: For orders over €45.00

  • Zone 2: European Union — Central Zone (Germany, Italy, Spain, Netherlands, Luxembourg, Belgium)

    • Delivery window: 3 to 5 business days

    • Shipping fee: €10.95

    • Free shipping: For orders over €85.00

  • Zone 2B: European Union — Other Regions (Austria, Portugal, Ireland, Eastern Europe, and Scandinavian countries)

    • Delivery window: 5 to 8 business days

    • Shipping fee: €14.95

    • Free shipping: For orders over €120.00

  • Zone 3: United Kingdom

    • Delivery window: 3 to 5 business days

    • Shipping fee: €14.95

    • Free shipping: For orders over €100.00

    • Note: Local import duties and taxes are not included and are the sole responsibility of the buyer upon arrival (Excl. DDP option).

  • Zone 4: Rest of the World & International

    • Switzerland: Delivery window 3 to 5 business days. €11.95 shipping fee, free for orders over €100.00.

    • Other countries (USA, Canada, China, etc.): Flat rate of €34.95. No free shipping available.

    • Note: All international shipments outside the EU may be subject to import duties and local taxes, which are the sole responsibility of the customer.

2. Customs Duties, Taxes, and Formalities (Non-EU Orders)

For all deliveries outside the European Union (including the United Kingdom and Switzerland), orders are shipped on a Delivery Duty Unpaid (DDU/DAP) basis. Import duties, local taxes, or customs clearance fees may be levied once the package reaches its destination country. These charges are the exclusive responsibility of the customer. MASQLY has no control over these charges and cannot predict their amount.

3. Order Tracking

Once your package is dispatched from our fulfillment center, a confirmation email containing a tracking number (Colissimo with Signature) will be sent to you automatically, allowing you to monitor your delivery in real-time.

4. Shipping Liability

Risk of loss and title for products pass to you upon delivery of the items to the carrier. If your tracking states that your package was "delivered" but you have not received it, please notify our customer service at contact@masqly.com within 7 days so we can initiate an official investigation with the courier.