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Shipping and returns

Shipping and returns

Trade cancellation / return policy:

The user will have a maximum period of fourteen (14) calendar days from the effective receipt of the product to exercise their right of withdrawal on the total purchase or on some of the products, being at the expense of Sakineh Karimi Bolouri the return costs. Returns will only be accepted when the product is in identical delivery conditions, retaining all the original characteristics, such as packaging or labelling and that the indications indicated in the return documents have been followed.

The refund period will be 14 days, from the knowledge of the withdrawal.


Shipping policy, if and when applicable

The shipping costs will be those indicated at all times, always indicated before the purchase procedure, always at the User's expense, although Sakineh Karimi Bolouri will assume these costs for orders over FIFTY EUROS (50 €).


Garment availability

In the event that the garment requested is not available, Masum Karimi offers you the possibility of ordering the same model in the pantone indicated next to the garment. If the chosen colour is not available, Masum Karimi will contact you to inform you of this, look for alternatives and if no agreement is reached, the money paid by the customer will be refunded.


Return Policy and Garment Warranty


Masum Karimi guarantees the quality of all garments.

Once the product has been purchased, Masum Karimi will not accept the return of the garment once any personalised alterations have been made to it.

Only for those garments that do not involve personalised alterations, you are informed of the following return policy:


The customer will have a period of 15 calendar days to request the return of the product, provided that it is in perfect condition.

If a garment other than the one requested by the customer is delivered by mistake by Masum Karimi, it will be withdrawn and the correct garment will be delivered at no additional charge to the customer.

Masum Karimi will not be liable for any costs incurred by returns that are made without following the steps set out in this procedure.

The customer will have a period of 15 calendar days from receipt of the order to exercise their right to withdraw from the purchase and return the garment purchased.



If for any reason, the user is not satisfied with the order or has received another garment by mistake, he/she can return it within 15 days from the date of delivery. There are several conditions that the garment must meet in order to be returned:

  • It must not be worn.

  • It must not have been damaged in any way.

  • It must have its label and the packaging must be the same box in which we sent it to you or a similar format.

  • Products with personalised alterations cannot be returned, nor can they be changed in size.


Returns policy

In Masum Karimi we care about your satisfaction, that is why we always try to facilitate the purchasing process at

Below you will find our delivery, exchange and return conditions. However, if you have any questions, do not hesitate to contact us, we will be delighted to help you and we will try to answer your questions as soon as possible.

Conditions for exchange/return of products not involving customised arrangements 

  1. You have 14 calendar days to proceed with the return of your order. The garment must be returned in the same condition in which it was received, with no apparent signs of use and correctly labelled. Masum Karimi reserves the right not to accept any item that is not in perfect condition.

  2. Haute couture and Made to Order garments cannot be returned as they are custom made.

  3. If you wish to make an exchange (size, another item), place a new order in our online shop and return the item(s) that do not fit.

  4. How to process a return:

  • Put the items you wish to exchange or return in a box (preferably the same box in which you received the order) together with the delivery note you received with the order. Please indicate on the delivery note which items they are and the reason for the return.

  • You can choose any of the following methods to send us your return:

  • Home collection (free of charge). To request collection, please send an email to with the following information:

      • Order number (you can find it in the order confirmation email) or delivery note number (you can find it in the delivery note included in your order).

      • Your name.

      • Your telephone number.

      • Collection address (street, number, postcode, town and province).

      • Date and time of collection.

Our After-Sales service will contact you to confirm the collection. Please have your shipment properly prepared for when the courier picks up your order at the address indicated.

Important: this option will only be available for customers residing in the Peninsula and Balearic Islands. The Canary Islands, Ceuta and Melilla are excluded from the collection and return process, so it will be the customer who will proceed with the management of the same.

  • Delivery in shop (free of charge). You can drop off your return at our shop at Calle Luis Vives 14 28002 Madrid and the shop staff will take care of sending the package to our logistics centre. Important: under no circumstances will it be possible to make refunds or exchanges for another item in the shop. Only size exchanges will be possible, as long as the item is in stock at that moment in the shop.

  • Shipment to our logistics centre (at the customer's expense). Please send your return to the following address.

Masum Karimi


Luis Vives 14


Once the return has been received, our After-sales department will contact you to confirm the refund. The processing time for a return from the time we receive it in our logistics centre is 10-15 days. This period may be longer during sales periods.

Reimbursement of the refund amount

It takes between 5 and 15 working days from the time the transport company collects the garment(s) and we check that everything is correct until we refund the corresponding amount. Once the money has been returned, you will see the refund reflected in your credit card statement or in your bank account if you paid by debit card within approximately 48 hours. For payments made by Paypal, the procedure is the same.

Refunds and partial cancellations will result in partial refunds.

If you have any questions you can contact us by sending an email to

Cancellation of orders will not accept cancellations of orders by telephone or email. To make a cancellation the user must access the "my account" section and proceed to the refund.


The Masum Karimi customer undertakes at all times to provide truthful information about the data requested in the user registration forms or when placing an order, and to keep them updated at all times. The customer undertakes to accept all the provisions and conditions contained in these General Terms and Conditions of Contract on the understanding that they reflect the best possible service for the type of activity carried out by Masum Karimi.

The customer declares to be the owner of the bank details provided in the purchase process or to have legal authorisation from their legitimate owner.


All sales and purchases made with Masum Karimi are subject to the laws of Spain.


The European Commission has created a Digital Platform through which it intends to contribute to the out-of-court resolution of online disputes arising between consumers and businesses residing in the European Union.

The online platform contains a one-stop shop for consumers and entrepreneurs from which both parties can easily resolve their consumer disputes, subject to the resolution criteria of the alternative dispute resolution entities that are linked to this platform.


Online dispute resolution platform:


Contact address

For any clarification of these general terms and conditions or any other aspect, please contact the following address:

Masum Karimi


Calle Luis Vives 14, 28002 Madrid

Local 3

Fiscal data

Sakineh Karimi Bolouri

CIF 51706229-K

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