Damaged on arrival? What to send, and what we do

Last updated 9 October 2026.

If a MASHQ piece arrives damaged, send us photographs within 24 hours of delivery — on WhatsApp or by email, with your order number — and we replace the piece or refund you in full. This page is what to send and what happens next, so you know it before you need it.

1. Photograph it before you throw anything away

• the damage, close up;
• the whole piece, so we can see where the damage is;
• the box and its packing, inside and out, with the courier's label.

If the box is visibly crushed when it arrives, a photograph of it before you open it helps most.

2. Send them within 24 hours of delivery

WhatsApp the workshop or write to connect@mashq.ae with your order number (it begins with #, and it is in your confirmation email). We answer in the order received, on working days (Monday–Friday, UAE time).

3. Keep the piece and the packing until we reply

The photographs and the packing let us take the damage up with the courier as well as put it right for you. Please don't send anything back unless we ask.

4. We replace it or refund you in full

A replacement is made again in our UAE workshop, like the first one: 5–7 working days before dispatch, then tracked delivery. A refund goes back through the payment method you used.

The same path for a wrong piece

If a piece arrives that is not the one you ordered, the same 24 hours and the same photographs apply, and we send you the right one.

What this page does not cover

Damage from use after delivery. And a change of mind: every piece is made after you order it, so it is not returnable for that reason — see the FAQ.

The rules in full are in the refund policy and the shipping policy. Anything else: contact us.