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Orders

How long does it take for my order to ship out?

If your order is placed on a Saturday or a Sunday, orders will be dispatched on the next business day.

Orders placed during the week before 12pm will be dispatched on the same day. If your order is placed after 12pm we will dispatch by the next working day.

Can I cancel or make changes to my order once placed?

We're really fast at packing your order, which means that it's very difficult to make any changes once you have placed it. We cannot change payment methods nor transaction amounts, but we may be able to help you change the shipping address or cancel your order before it's dispatched.

If changes are needed, it's very important that you contact us as soon as possible by sending us an email to masenproducts@gmail.com, in which you state the issue in the subject line of your email.
Whichever the case may be, we'll be glad to help you as much as we can.

You may be able to return some unwanted items for a refund once you have received your order, ONLY IF ITEMS ARE UNTOUCHED OR UNUSED.

How do I know when my order is dispatched?

First upon paying upon checkout you will get an email telling you that your order has been received by us.
Second you will receive an email which tells you that your order is fulfilled. This means that your order is packed and ready to leave.
Shipment updates are already set to be sent to you upon pick up and delivery. Once your order is picked up from us you will automatically receive an email to say your order has been picked up.
*We also have a little tracking section on our website which can be used to track your order using your order number.

Shipping and Delivery

How long does shipping take?

Standard Shipping can take from 2-4 working days. Most commonly takes 2-3 working days but may take a day extra to take into account of any delays.

Express Shipping can take from 1-2 working days. Allow for an extra day to take into account of any delays.

Do you offer worldwide shipping?

Unfortunately not at the moment. We are trying our best to be able to offer delivery all through Africa at an affordable rate. We currently only offer Nationwide delivery to South Africa. 

Do you offer a fast shipping service?

Our fastest shipping service is our Express Shipping.

What should I do if I haven’t received my order in 1-3 working days?

Allow for an extra day or two as there may be some delays on the couriers side. If you still haven’t received your order please do give us a call +27787878678 or email us at masenproducts@gmail.com, we’ll be happy to assist.

How much is delivery?

Standard Shipping - R99

Express Shipping - R199

If your order value is R650 or more, you will qualify for free shipping.
*Delivery to PMB is free on all orders.

Payments

What payment methods are available to me?

You can use Visa, Visa Electron, Mastercard, Maestro, Instant EFT or Direct Bank Deposit.

We take our security very seriously and your details are completely safe with us.

Why did my payment fail / Why did my payment not go through?

If your card isn't supported by 3D Secure / Verified by Visa, you can’t use it at checkout.

Your bank can always tell you if your card is supported by 3D Secure / Verified by Visa.

If your bank cannot activate this service, we then recommend that you pay via Direct Bank Deposit.

Are there any transaction fees?

All transaction fees that are charged, are charged to us.

How to pay for a bank transfer order?

When placing your order, at checkout click the "Bank Deposit" payment option. Once the order is placed, a little section showing you our banking details will appear.

*Use your initials and order number as reference.

How long do I have to complete a Bank Transfer payment?

Direct Bank Deposits must be made as soon as possible as orders will not be dispatched until the PoP is emailed to masenproducts@gmail.com and the funds appear in our account. Orders will be considered cancelled after 24 hours.

Our products

How long does a jar of hair product last?

With typical everyday use it should last around 2-4 months depending on how much is used. If the product is used in conjunction with a pre-styler, it should last 6+ months, still depending on how much is used each time.

How much product is enough?

Each product will react differently to each of the different hair types. The best way to figure out how much product is enough is through experimentation. Try using a small dime sized amount of product first and add more as desired eg. If you used a dime sized amount of pomade and it hasn't given you your desired shine, you should add in a little more, this should definitely improve the shine and overall look of the hair.