FAQ

FAQ

1. What products does Massimu offer?
Massimu offers a curated selection of Moroccan fashion, accessories, beauty & personal care products, as well as selected trending products from around the world.

2. Where are your products sourced from?
Our Moroccan products are sourced from Morocco. Some trending products are sourced from selected international suppliers and fulfillment partners.

3. Where are orders shipped from?
Moroccan products are shipped internationally from Morocco. Trending products may be shipped directly from one of our international fulfillment partners.

4. How long does shipping take?
Shipping times depend on the product and destination. Moroccan products generally arrive within 7–21 business days. Trending products may take approximately 10–30 business days.

Please note that customs processing, carrier delays, holidays, or other circumstances beyond our control may affect delivery times.

5. Do you ship worldwide?
Yes. We offer international shipping to many destinations worldwide. Available shipping options and rates are calculated at checkout based on your destination and order.

6. Will I receive a tracking number?
Yes. When tracking is available for your shipment, you will receive your tracking information by email once your order has been shipped.

7. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at contact@massimu.com. We can only make changes or cancellations before the order has been shipped.

8. Can I return my order?
Yes. Eligible items can generally be returned within 30 days of delivery, provided they are unused, in their original condition and packaging, and meet the requirements of our Return & Refund Policy.

9. How do I request a return?
Please contact us at contact@massimu.com with your order number and the reason for your return before sending anything back. We will provide the necessary instructions.

10. What if I receive a damaged, defective, or incorrect item?
Please contact us within 48 hours of delivery at contact@massimu.com and include your order number, a description of the issue, and clear photos of the item and packaging.

11. When will I receive my refund?
Once your returned item has been received and inspected, approved refunds are generally processed within 5–10 business days to the original payment method.

12. Are beauty and personal care products returnable?
For hygiene and safety reasons, opened or used beauty and personal care products are not eligible for return.

13. What payment methods do you accept?
We accept the payment methods displayed and available at checkout. All payments are processed through secure payment systems.

14. How can I contact Massimu?
You can contact our customer support team at contact@massimu.com.
Our support hours are Monday to Friday, 9:00 AM–6:00 PM (GMT+1). We generally respond within 24–48 hours.

15. Do I have to pay customs or import fees?
Depending on your destination, customs duties, taxes, or other import charges may apply. These charges, when applicable, are the responsibility of the customer.