Refund policy
Shipping, Return & Exchange
At Masar Footwear, customer satisfaction is our priority. We strive to provide a seamless shopping experience, from placing your order to receiving your footwear. Please read our Shipping, Return, and Exchange Policy carefully before making a purchase.
Shipping Policy
Free Delivery Across Oman
We are pleased to offer FREE standard shipping on all orders across Oman with no minimum purchase requirement.
Order Processing
Orders are processed within 24 working hours after payment confirmation.
Orders placed on weekends or public holidays will be processed on the next working day.
During promotional periods or peak seasons, processing times may be slightly extended.
Delivery Time
Most orders are delivered within:
1–3 Working Days (Muscat & Major Cities)
4–5 Working Days (Other Regions in Oman)
Delivery timelines are estimates and may vary depending on your location, weather conditions, public holidays, or courier operations.
Once your order has been shipped, you will receive a confirmation message with tracking details (where available).
Order Verification
To ensure the accuracy of every shipment, each order is carefully inspected and securely packed before dispatch.
If you receive a damaged package or notice any issues with your order, please contact us immediately.
Return Policy
24-Hour Return Window
We offer a 24-hour return policy from the time your order is delivered.
If you are not completely satisfied with your purchase, you may request a return within 24 hours of receiving your order.
Return Eligibility
To qualify for a return, the following conditions must be met:
The return request must be submitted within 24 hours of delivery.
The product must be unused.
The footwear must not show any signs of wear, dirt, scratches, or damage.
The product must be returned in its original condition.
The original sandal box, packaging, tags, accessories, and any included materials must be intact.
The product must be the same item that was originally delivered.
Products that have been worn, washed, altered, damaged by the customer, or returned without the original packaging will not be accepted.
Exchange Policy
5-Day Exchange Period
We understand that sometimes you may need a different size or wish to exchange your purchase.
We offer exchanges within 5 days from the date of delivery.
Exchange Eligibility
Your exchange request will be approved only if:
The request is made within 5 days of delivery.
The product is completely unused.
The footwear remains in brand-new condition.
All original packaging, tags, labels, accessories, and the shoe box are included.
The product has not been damaged or altered.
The returned item passes our quality inspection.
Once the returned item has been received and verified, the replacement product will be processed and dispatched as quickly as possible.
Important Condition for Returns & Exchanges
To protect both our customers and our business, every returned or exchanged product undergoes a quality inspection.
We reserve the right to reject any return or exchange if:
The footwear has been worn outdoors.
The sole shows signs of use.
The item has stains, scratches, odors, or damage.
Original packaging is missing.
The returned item differs from the product originally shipped.
Unboxing Video Recommendation
We strongly recommend recording a complete unboxing video when opening your package.
An unboxing video helps us:
Verify damaged products
Resolve missing item claims
Confirm manufacturing defects
Process return or exchange requests faster
For claims related to damaged products, incorrect items, or missing accessories, an unboxing video may be requested as supporting evidence.
Failure to provide an unboxing video may affect our ability to verify certain claims.
Damaged, Incorrect or Defective Products
If you receive:
A damaged product
An incorrect product
A defective item
Missing accessories
Please contact our customer support team within 24 hours of delivery.
To help us resolve the issue quickly, please provide:
Order Number
Photos of the product
Photos of the packaging
Unboxing Video (recommended)
Brief description of the issue
Our team will review your request and provide the appropriate solution.
Refund Policy
Once your returned item has been received and successfully inspected:
Approved refunds will be processed to the original payment method.
Refund processing times may vary depending on your payment provider or bank.
Shipping fees (if applicable) are generally non-refundable unless the return is due to our error.
Masar Footwear reserves the right to decline refunds for products that do not meet our return conditions.
Non-Returnable Items
The following items are not eligible for return or exchange:
Used footwear
Products without the original box
Products with damaged or missing tags
Products damaged after delivery
Items returned beyond the applicable return or exchange period
Products marked as Final Sale or Non-Returnable (if applicable)
Order Cancellations
Orders may only be cancelled before they have been dispatched.
Once an order has been shipped, it cannot be cancelled and will instead be subject to our Return Policy.
Need Assistance?
Our customer support team is always happy to help with:
Product Information
Sizing Assistance
Shipping Updates
Order Tracking
Returns & Exchanges
General Enquiries
Masar Footwear
📧 Email:
📞 Phone: +968 92026716
🌐 Website: www.masarshoes.com
Business Hours: Sunday – Thursday | 9:00 AM – 6:00 PM