The website stated that the order will be delivered within 2-3 days especially that I paid for priority shipping. I have realised that after two days I didn’t receive tracking number. I had to explai... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Had a slight issue with an order mix-up, but Maskura's customer service team was very helpful. Even when we ran into email attachment limits, they quickly sorted things out via WhatsApp and provided a... Toon meer
Bedrijf heeft geantwoord
I brought 2 lots of the popcorn pens for my w2 granddaughters. Very excited when they arrived, but soon turned to disappointment. The tubes /pens are quite small in quantity and quality isn't very... Toon meer
I bought bulgarian bag from them sadly I haven't received it It's about to be 2 weeks now I can understand new year can cause delay but they aren't responding to emails. Garbage customer servi... Toon meer
Bedrijfsgegevens
- Fitnesswinkel
- Fitnessapparatuur groothandelaar
- Gezondheids- en schoonheidsartikelen winkel
- Buitensportwinkel
- Sportwinkel
- Wintersportwinkel
Geschreven door het bedrijf
Maskura is a UK-based active living retailer, registered in England & Wales and operating from Covent Garden, London. We stock over 1,500 products across fitness, wellness, home, sports, and family categories, and the large majority of our 12,000+ customers tell us the products themselves are exactly as described — well made, well packaged, and good value. We know that for an online retailer, the real test of trust isn't the product photos, it's what happens when something goes wrong. Like any company shipping thousands of parcels a month, we don't get every delivery right first time, and a few of our reviews reflect that honestly. What we can promise is that when an order is delayed, arrives damaged, or doesn't match what was ordered, our UK-based support team will see it through to a resolution — refund, replacement, or redelivery — and we back every order with a 30-day, no-quibble returns policy. We're working continuously to tighten up dispatch times and speed up support response, because we'd rather earn a five-star review than just ask for one. If you've had a frustrating experience with an order, please reach out directly to customer.support@maskura.com — we read every message and want the chance to put it right. We appreciate every customer who takes the time to shop with us, and every review — good or critical — that helps us get better.
Contactgegevens
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Verenigd Koninkrijk
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,4
Gemiddeld
144 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 66% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
Zo gebruikt dit bedrijf Trustpilot
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Do not buy from this company
I put trust in the company after reading some negative reviews, I guess I am to naive.
We ordered bubble bath mat for £199.99
On receiving the product 15/12/2025 (after a delayed shipment), we identified the product is not usable due to having a (we believe) an American plug. As we do not hold a socket for this in our bathroom this is not usable. This was not mentioned under the product specification when ordering the product.
We contacted the costumer service team for refund on the same day, as per their instructions on the website.
They have ignored my e-mail and I Whatsapped and spoke with Steven in relating to this refund issue. He advised me he understands and will be in touch with the refund team to get this sorted. (19/12/25, 22/12/25, 29/12/25 and 3/1/26).
After still no reply I logged an official complaint on 5/1/26 via email and whatapp.
Steven confirmed on whatapp : "As the issue relates to a wrong socket not clearly stated on our website, this is not your fault and we fully acknowledge that. We are not prioritising your case to ensure: The return process is initiated immediately and your refund is processed without further delay"
On Tuesday 6/1/26 they offered me over whatsapp to send us a converter free of charge, or a new socket for our wall. I advised them that following the safety guidelines in the products leaflet you CANNOT use a convertor as this is due to safety measure. Remember this is an electric product used in your bath with water. I told them I will not disobay the safety measures of the company that made the product and I will not be hiring an electrician to instal a new socket.
No reply since ...
Please do not buy from this company.
Order number order 3633
15 december 2025
Review zonder uitnodiging
I bought bulgarian bag from them sadly…
I bought bulgarian bag from them sadly I haven't received it
It's about to be 2 weeks now I can understand new year can cause delay but they aren't responding to emails.
Garbage customer service
Update:Well they did respond maybe they were too busy with Christmas and new year anyways they offered me my refund as they didn't have product in stock
8 januari 2026
Review zonder uitnodiging
After my last review of Maskura and non…
After my last review of Maskura and non delivery of my goods, they replied to my review stating that they would send my item that very day by EXPRESS DELIVERY and I would receive it in ONE WORKING DAY !!! Guess what ? am still waiting .... Guys this is NOT good enough :(
5 januari 2026
Review zonder uitnodiging
I would avoid.
Ordered a present on the 1st of January. Says to use the SHOP app for tracking my order however it gives no updates! Have emailed TWICE with no reply! I feel like I've been scammed!
1 januari 2026
Review zonder uitnodiging
AVOID
AVOID ! I placed an order from maskura back in November for a Christmas gift. I ordered a 2 in 1 foot warmer and massager. The order was sent wrong and only received a foot warmer which was not the item I purchased. I have been raising a refund for the last two weeks being told that my returns label is being sent to me. Steven also stated out of courtesy he will send another item like the one I originally purchased. I still have not received my returns label or a refund, I don’t understand how it can take over two weeks to email over a returns label. I do not want either item that’s been sent to me.
1 januari 2026
Review zonder uitnodiging
Antwoord van Maskura
Dear Amy,
We’re truly sorry to hear about your experience, and we sincerely apologize for the frustration and inconvenience this has caused—especially as the item was intended as a Christmas gift. This is not the level of service we aim to provide.
You are absolutely right to be disappointed. Receiving the incorrect item and experiencing delays with the return label and refund is unacceptable. We take full responsibility for the delay in communication and handling on our side.
Please be assured that we are urgently reviewing your case so this can be resolved as quickly as possible. We want to ensure you receive the correct resolution—whether that is a refund or completing the return process without any further inconvenience.
We have reached out to you directly to finalize this matter, and we kindly ask that you check your messages so we can close this promptly and fairly.
Thank you for bringing this to our attention. We genuinely appreciate your patience and the opportunity to make this right.
Kind regards,
Maskura Customer Support Team
Avoid like the plague
Placed 2 orders totalling around £166 just before Christmas. Silly me as having read some of the reviews, I should have taken heed as despite sending messages to their customer support address twice, no-one has had the decency to reply. And the mobile numbers given don't seem to be in use. Seems to be a very sophisticated scam to be reported to trading standards as shameful company here in the UK. I dealt with someone called Steven. I've never received any of the items despite being informed they were shipped out the day of my order. Scandelous to say the least especially capitalising on people over the festive period. Maskura please show some decency and refund me! 🙏🏼
23 december 2025
Review zonder uitnodiging
Antwoord van Maskura
Dear IL,
Firstly happy new year.😊
We are very sorry to hear about your experience and sincerely apologise for the inconvenience caused. We take all concerns seriously and would like to resolve this matter as quickly as possible.
Could you please contact me directly on WhatsApp at +44 7452 771809 so we can sort this out immediately? We genuinely want to make things right and ensure you receive the support you need.
Thank you for bringing this to our attention, and we hope to resolve this promptly.
Kind regards,
[ Maskura Customer Support]
It has been over a month and neither I…
It has been over a month and neither I have recieved the massage mat I ordered nor the refund . Extremely unhappy with the customer care provided .
17 november 2025
My parcel has NOT arrived as of late…
My parcel has NOT arrived as of late and you are trying to say it has with no proof. When I try asking for a refund I get no response.
8 december 2025
Excellent service.
The courier lost the parcel and as soon as I raised it with Maskura they were straight on it.
New item dispatched really quickly and this time it arrived quickly.
The leggings are spot on thanks.
I was irritated at first and it turned out a really good experience. Thank you 👍
4 december 2025
Antwoord van Maskura
Thank you so much for sharing your experience Tom Richards 😊
We really appreciate your patience, and we’re glad we could sort everything out quickly for you. It’s great to hear the replacement arrived fast and that the leggings are spot on.
We understand how frustrating delivery issues can be, so your kind words truly mean a lot to us. Thanks again for giving us the chance to make things right 🥰
Kind regards,
Steven
Maskura Store Customer Support
AVOID AT ALL COSTS
Ordered an item which was in stock on their website, they contacted me and told me it then wasn’t in stock and if I wanted something else. Told them I wanted a refund and magically the item was back in stock and was dispatched. Then a day later, it wasn’t in stock and I was offered a refund. It’s now for sale on their website for 4x the price. AVOID AT ALL COSTS!
5 december 2025
Review zonder uitnodiging
Antwoord van Maskura
Hi Lisa,
Thank you for sharing your feedback, and I’m truly sorry for the confusion and frustration caused — I completely understand why this situation felt disappointing.
To clarify honestly:
There was an inventory update error on our system which showed the item as in stock when it actually wasn’t. This caused mixed messages from our team, and I sincerely apologise for the back-and-forth. You should never have experienced that.
Regarding the product price — the change you saw was due to a supplier pricing update, not intentional or targeted. We would never increase a price to avoid fulfilling an order.
We have already offered you a full refund, and if you still prefer, I can process it immediately.
If you would like the item at your original price, please let me know — I will personally arrange it for you as a goodwill gesture.
Once again, I’m very sorry for the inconvenience, Lisa. I’m here to make things right for you.
— Maskura Store Customer Care Team
Delivered quickly by Royal Mail
Delivered quickly by Royal Mail. Thank you for using Royal Mail who deliver much quicker that other carriers to my address
21 november 2025
Antwoord van Maskura
Dear Robert Grainger,
Thank you so much for your kind feedback! We’re delighted to hear your order was delivered quickly and safely. We truly value your trust in Maskura Store and our shipping partners.
We look forward to serving you again soon! 💙
— Maskura Store Customer Care Team
Excellent customer service
I tried to order yellow throw over electric blanket which stated as king size 165*137, when l received it,, it was 160*120, it was not a king size,, it was excertaly what l already have, my reason of ordering Maskura king size, then l got in touch with Maskura the man Mr St was very very kind helpful, patience indeed,, l send it back for a refund,, so l was not upset because of Mr St kindness. I recommend any one to shop at Maskura with peace, thanks.
20 november 2025
Antwoord van Maskura
Thank you so much for your honest feedback and your kind words. We’re truly grateful.💕
We sincerely apologise for the size confusion with the electric blanket — that should not have happened, and we’re already working on updating our product listings to avoid this issue in the future.
We’re very happy to hear that Steven’s support made the experience easier for you. Providing kindness, patience, and genuine help to our customers is something we deeply care about.
Thank you for sending the item back and allowing us to resolve the situation smoothly.
Your recommendation means a lot to us, and we’re honoured to have earned your trust.
If you ever need anything in the future, we are always here for you.
Thank you again for choosing Maskura Store! 💙
— Maskura Store Customer Care Team
Antwoord van Maskura
Dear Freddy Moore,
Thank you so much for your wonderful review! 😊
We’re really happy to hear that your order arrived quickly and that the item matched your expectations perfectly.
Your satisfaction means a lot to us — it motivates our whole team to keep delivering fast shipping and high-quality products.
If you ever need any help or decide to shop with us again, we’re always here for you.💙
Thank you for choosing Maskura Store!
-Maskura Store
The item looks great
The item looks great. Delay was due to carrier
23 november 2025
Review zonder uitnodiging
Antwoord van Maskura
Thank you so much GRAHAM NICKLIN for your feedback! 😊
We’re really glad to hear the item looks great.
We sincerely apologise for the delay — it was caused by the carrier, and we’re already working closely with them to ensure faster deliveries in the future.
Thank you for your patience and for choosing Maskura Store. We truly appreciate you! 💛
Great product and timely delivery
Not sure if item works ! Fully charged it and doesn’t seem to work.
18 november 2025
Antwoord van Maskura
Thank you so much for your wonderful review! 🌟
We’re really glad to hear that you received your order on time and that you’re happy with the product.
Your feedback means a lot to us and helps our team continue delivering great service.
If you ever need anything, we’re always here to help!
Maskura Store Customer Support
As expected and very good.
11 november 2025
Antwoord van Maskura
Thank you so much for your kind review!
We’re really happy to hear that everything arrived as expected and you’re satisfied with your purchase. Your feedback means a lot to us and motivates our team to keep delivering the best service.
If you ever need anything or have any questions, we’re always here to help.
Thank you for choosing Maskura Store! 💙
— Maskura Store Customer Support 🌸
Only one item delivered.
Only one item delivered.. after initial reply no further word from customer support
29 oktober 2025
Antwoord van Maskura
We’re really sorry to hear about this experience. That’s definitely not the level of service we aim to provide. 😔
Please contact us again through our support email or live chat — we’ll make sure this issue is resolved immediately and the missing item is either replaced or refunded.
Your satisfaction is very important to us, and we truly appreciate your patience.
Customer Support (Maskura Store)
Mis-sold Product & Resolution
I ordered a sleep mask, which was depicted in the photos and description as having a wide padded headband. What arrived was NOT the same item.
However, after writing my experience in the review sections on Trust Pilot and a second site, the company reached out to me, without prompt, and offered avenues for the situation to be resolved. I was suprised they reached out, it felt like a scam initially, but was happy they offered a full refund and actually followed through. I'm still confused why the images of products don't match what is actually being sold, but this seems to be a mistake they are desperate to ammend and because of that I doubt it was intended. The customer service team were polite and helpful.
8 november 2025
Review zonder uitnodiging
Antwoord van Maskura
Dear Emily Lowry,
Thank you so much for taking the time to update your review and share your honest experience. We truly appreciate your understanding and patience throughout the process.
We’re very sorry again for the earlier confusion — your feedback has helped us identify and correct the issue with the product images to ensure it doesn’t happen again. Our goal is always to provide genuine products and caring support, and we’re glad our team could make things right for you.
Thank you once again for giving us the chance to resolve this — your trust means a lot to us. 💙
Warm regards,
Customer Support – Maskura Store
Excellent Item
Excellent Item. Very fast delivery. Fitting my hands. and warm. would love to buy again.
28 oktober 2025
Antwoord van Maskura
Thank you so much for your kind words! 😊
We’re really happy to hear that you loved the item and that it fits perfectly.
Your satisfaction means a lot to us — we’ll be delighted to serve you again soon! 💖
— Maskura Store Customer Support
Great customer service.
I ordered costumes that were fab and high in detail and loved the garments they came with but they didnt fit, site were great to get intouch and process the refund. Thank you for your help, will use again. 😊
29 oktober 2025
Review zonder uitnodiging
Antwoord van Maskura
Hi there 😊
Thank you so much for your wonderful review! We’re so happy to hear that you loved the costume quality and details, even though the fit wasn’t quite right. We truly appreciate your kind words about our customer service — it means a lot to our small team. 💛
We’ll be here whenever you’re ready to shop again — thank you for trusting Maskura Store!
Warm regards,
Customer Support
Maskura Store
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