Welcome to the Masha and the Bear Store!
The official shopping destination for Masha and the Bear. Shop toys, apparel, accessories and more - and find gifts that your little fans will love.
FREQUENTLY ASKED QUESTIONS
Can I return items that were bought in partner retail stores or e-commerce sites?
Unfortunately, no. Any Masha and the Bear or other branded items not purchased on shop.mashabear.com are not eligible for return/exchange through our website. If you purchased the products in retail stores or other e-commerce sites, please work with the retail store or e-commerce site to see what their return or exchange policy is. Sorry for any inconvenience.
The customer support team for shop.mashabear.com can only offer support for products sold through our website.
How can I contact the Masha and the Bear Store?
Hours: Monday through Friday, 9 am to 5 pm GMT
We typically respond to emails within 1 – 3 business days of receipt.
ORDERS AND SHIPPING
How long will it take to receive my order?
Orders typically take 1-5 working days to ship, depending on the order. Many Masha and the Bear orders are custom made and printed on-demand. Delivery time varies based on your location and size of your order.
How do I track my order?
You will receive a confirmation email when we receive your order. If you do not receive the confirmation message within a short time of placing your order, please check your Spam or Junk folder just in case the confirmation email got delivered there instead of your inbox. If so, make sure you mark the confirmation as Not Spam, which should allow future messages to get through to you. Once your order has shipped, you will receive a confirmation email with your tracking information.
Do you ship products Internationally?
Yes we do! But please note that shipping outside of the United Kingdom will bear additional charges and the shipping time to arrive in your location will take longer to arrive.
What is your return policy?
If you have received your order, you should send back the products you wish to return to our customer services team within 14 days from the day on which we were informed of your decision to cancel. Please see our terms of sale for full details.
How do I return an item?
If you have received your order, you should send back the products you wish to return to our customer services team no later than 14 days from the day on which we were informed of your decision to cancel. It will help us to process your return if you use the customer services label on the front of the delivery note and include in your package the delivery note with the returns information completed.
Who pays for shipping on items for return?
You will be responsible for paying the shipping costs for returning your item. Original shipping costs are non-refundable.
What if an item is damaged or defective?
If you received an item which is damaged or defective, please send a photo of the item and the defect or damaged area to firstname.lastname@example.org. Please include your name, email and order # in your correspondence. We will review the photo and respond with further instructions.
What if I’ve received the item as a gift and I want to return?
Please contact customer service at email@example.com, or call +441473598037 for returns of gifts. Customer service will respond via email within 1 - 3 business days with instructions.
How long until I receive my refund?
Please allow up to 14 business days for your return to be processed by our warehouse. The amount of time for the refund to reflect back on your account will depend on your financial institution. Please contact your bank, credit card company or other financial service provider for questions about timing of returned funds.