Last updated: April 2026
This Shipping Policy applies to all orders placed through www.masaatlondon.co.uk. All orders are processed and dispatched from the United Kingdom.
| Item Type | Processing Time |
|---|---|
| Ready-to-ship items | Dispatched within 24 hours of order confirmation (Monday–Friday, excluding UK public holidays) |
| Made-to-order items | Typically completed and dispatched within 3–4 weeks of order confirmation |
| Bespoke commission pieces | Discussed and agreed individually at the point of commission — typically 3–4 weeks depending on complexity |
Orders placed after 12:00 noon GMT on a Friday, or at any time on a Saturday, Sunday, or UK public holiday, will be processed on the next working day.
You will receive an order confirmation email immediately after placing your order, and a dispatch confirmation email with tracking information once your item has been shipped.
| Service | Estimated Delivery | Cost |
|---|---|---|
| Standard UK Delivery (Royal Mail Special Delivery / equivalent insured service) | 1–2 working days from dispatch | Complimentary |
| Named-day or Saturday delivery (where available) | As requested | Contact us to arrange |
All UK shipments are sent via a fully tracked and insured service. A signature will be required on delivery. If you are not available to accept the delivery, the courier will leave a card and hold the parcel at a local depot or collection point.
Masaat London offers complimentary worldwide shipping on all orders. All international shipments are fully insured and dispatched via trusted international couriers including UPS, DHL, and FedEx.
| Region | Estimated Delivery Time |
|---|---|
| European Union | 3–5 working days from dispatch |
| United States & Canada | 3–5 working days from dispatch |
| Middle East | 3–5 working days from dispatch |
| Asia Pacific | 5–7 working days from dispatch |
| Rest of World | 5–10 working days from dispatch |
International delivery times are estimates and may vary due to customs processing, local public holidays, or carrier delays outside our control. Masaat London is not responsible for delays caused by customs authorities.
For deliveries within the UK, no customs duties apply. For international orders, customs duties, import taxes, and any associated fees are the sole responsibility of the recipient. These charges vary by country and are entirely outside Masaat London's control.
We recommend checking with your local customs authority before ordering if you are uncertain about applicable import fees. Masaat London will not refund return shipping costs or duty charges on orders refused at customs by the recipient.
All items are declared at their full commercial value on customs documentation. We do not under-declare the value of items or describe them as 'gifts' on customs forms — this is both unlawful and against the terms of our insurance.
All Masaat London pieces are dispatched in our signature packaging, designed to protect the item during transit and present it beautifully upon arrival. Packaging includes:
All Masaat London shipments are fully insured for the value of the item from dispatch to delivery. In the event that an item is lost or damaged in transit, please contact us immediately at sales@masaatlondon.co.uk and we will manage the claim with the courier on your behalf.
Once an item has been confirmed as delivered (by courier tracking data and/or signature confirmation), responsibility for the item passes to you as the recipient. If you believe your item has been delivered to an incorrect address or without a signature where one was required, contact us and the relevant courier immediately.
All orders include full tracking. You will receive your tracking number by email once your order has been dispatched. You can use this number on the relevant courier's website to monitor delivery progress in real time.
For bespoke commissions, you will receive regular progress updates throughout the production process — from stone sourcing through to final setting and dispatch.
Please ensure your delivery address is correct at the point of order. Masaat London is unable to redirect shipments once they have been dispatched. If you realise you have provided an incorrect address, contact us immediately at sales@masaatlondon.co.uk — we will do our best to intercept the shipment before it leaves us, but cannot guarantee this is possible.
We recommend using a delivery address where someone will be available to sign for the parcel. We do not recommend using a PO Box address as signature-required deliveries cannot be accepted at PO Boxes.
For all shipping and delivery queries: