FREQUENTLY ASKED QUESTIONS

 

Shipping:

Our hand knit items ship within 1-2 business days after your payment is received if they are ready for shipment. If you purchased a made-to-order item, please add the time for production as indicated in the description.

We use Canada Post unless otherwise requested. Shipping periods range from 4 - 15 business days depending upon destination and seasonal demand. Once your order is on its way, we will send you a notification email. Shipping within Canada and the United States includes a tracking number. If you require a tracking number for all other destinations please notify us at info@mountainmasche.com. Costs for tracking numbers to Europe or Australia are approximately CAD $30.00. 

Shipping Rates

Country:                   By Weight:               Shipping Costs :                   
Canada                    0 - 0.99kg                $ 15.00

Canada                    1kg and over          $ 19.00

USA                          0 - 0.99kg                $ 18.00

USA                          1kg and over          $ 20.00

Australia                  0 - 0.99kg                $ 29.00

Australia                  1kg and over          $ 49.00

Europe                     0 - 0.99kg                $ 25.00

Europe                     1kg and over          $ 35.00

 

Payment methods:

Creditcards are accepted through Paypal. 

Return Policy:

All sales are considered final. We understand, however, that you may not be satisfied with your purchase. If an error has occured on our end (e.g., wrong measurements) please return the item immediately and we will return the purchase price. It goes without saying that we make every effort to fulfill your demands! If you changed your mind, please also return the item at your shipping cost and you will receive a store credit. Only unworn items wil be accepted for return.

Privacy Policy:

We respect your personal privacy. We will not sell (or use your information for marketing purposes) your name, email address, or any other personal information. We use your information solely to communicate about your order.

Your information (Name, Address, E-mail address) will only be stored to comply with any applicable laws and regulations

 

MountainMasche is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. 

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

Never hesitate to contact me at info@mountainmasche.com if you have any concerns regarding your privacy.

Availability:

We keep our website updated with inventory and pricing. However, in times of higher seasonal demand, a delay in upkeeping may occur. We are trying to mark sold out items immediately as such. Once an item is sold out, it can be knit to order at any time.

 

Color Accuracy:

We do our best to capture accurate colours with all of our product photos. However, due to different settings in some computer monitors, we cannot guarantee that your screen will reflect colours accurately.