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... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
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... Voir plus
L'entreprise a répondu
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... Voir plus
Ordered a birthday gift and assured delivery within 6days, it arrived almost a month later. Would not recommend this company at all, or their false advertising. I would put 0stars but i dont have that... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Magasins d'appareils de fitness
- Vente d'équipement de fitness en gros
- Boutique de santé et beauté
- Magasin d'équipements sportifs d'extérieur
- Magasin d'articles de sports
- Magasin de sports d'hiver
Écrit par l'entreprise
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.
Coordonnées de contact
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Royaume-Uni
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3,6
Moyen
139 avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
A répondu à 71 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Had a slight issue with an order…
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 printer-less Royal Mail return code. Received a full refund with no hassle. Great customer care for a small business!"
7 juin 2026
Avis spontané
Réponse de Maskura
Thank you, Ali, for taking the time to share your feedback.
We're really pleased to hear that our customer service team was able to assist you quickly and resolve the issue smoothly, including arranging the return and refund without any hassle. We always aim to make the process as convenient as possible, even when unexpected issues arise.
Your kind words about our support mean a great deal to us and will certainly be shared with the team. We truly appreciate your support and hope to have the opportunity to serve you again in the future with an even better experience.
Kind regards,
Maskura Store Team
Genuine company but communication not a strong point!
First time using this company so I was a bit apprehensive and although they acknowledged receipt of order I heard nothing more for a few days. However I then received a Whatsapp apologising for the delay and that the order had been despatched and tracking would follow shortly. Next day the item arrived as did two emails arriving at the same time; one with a link to track and the other stating it had been delivered. Only 4 stars therefore as communication COULD have been slightly better, but otherwise all good thank you.
23 mai 2026
Réponse de Maskura
Dear Tim
Thank you for taking the time to share your experience and for choosing Maskura Store for your first order.
We sincerely appreciate your honest feedback and are pleased to hear that your item arrived safely and that you were satisfied with the overall service. We also acknowledge your comments regarding our communication. While we strive to keep our customers informed throughout the order process, we recognise that there is always room for improvement and your feedback helps us do exactly that.
We apologise for the delay in providing updates and for any uncertainty this may have caused. We are continually working to enhance our communication and tracking notifications to provide a smoother customer experience from order placement through to delivery.
Thank you again for your understanding and for awarding us 4 stars. We truly value your support and hope to have the opportunity to serve you again in the future.
Kind regards,
The Maskura Store Team
Réponse de Maskura
Dear Abdul,
Thank you for taking the time to leave us a review.
We are delighted to hear that you found the product to be worth the price and that you are pleased with its quality. Providing high-quality products and excellent value to our customers is always our top priority.
Your feedback is greatly appreciated, and we are grateful for your support. We look forward to serving you again in the future.
Kind regards,
The Maskura Store Team
Fantastic service
I was very concerned about a payment that was taken from my account. I raised this, and was immediately put at ease. Plenty of communication from the company, and delivered on time.
I would certainly recommend this company, and will use them again.
23 mai 2026
Avis spontané
Réponse de Maskura
Dear Reece Valentine,
Thank you very much for taking the time to share your experience with us.
We are delighted to hear that our team was able to quickly reassure you regarding your payment concern and provide the level of communication and service you expected. Customer satisfaction is always our top priority, so your kind words truly mean a lot to us.
We sincerely appreciate your recommendation and look forward to serving you again in the future.
Kind regards,
Maskura Store Team
Flawless execution!
The product arrived as described and was shipped quickly. Loved the way they communicate with customers and provide updates! Definitely going to buy from the in the future.
15 mai 2026
Réponse de Maskura
Thank you so much for your amazing review! 😊
We’re delighted to hear that you were happy with the product, fast shipping, and our customer communication. Your kind words truly mean a lot to us.
We really appreciate your support and look forward to serving you again in the future!
Custommer Support Team ❤
Although the product wasn't good
Although the product wasn't good, Maskura agreed to provide full refund and provide code to return product free of charge.
28 avril 2026
Réponse de Maskura
Thank you for your honest feedback. We’re sorry the product did not meet your expectations, but we’re glad we could assist with a full refund and free return service.
We truly appreciate your understanding and patience, and your feedback helps us improve our products and service. 😊
Custommer Support Team ❤
Good price Fast delivery..
Nice price and very fast delivery service would highly recommend them.
19 mai 2026
Avis spontané
Réponse de Maskura
Thank you so much for your kind review gene richardson. 😊
We’re really happy to hear you were pleased with the price and fast delivery service.
Your recommendation means a lot to us, and we truly appreciate your support. We look forward to serving you again in the future!
Custommer Support Team
Maskura Store
Réponse de Maskura
Thank you so much, Christopher Randall, for your kind review! 😊
We’re really glad to hear that you’re happy with the price and that the product is doing the job well for you.
Thank you again for your support and for choosing Maskura Store! 💖
Custommer Support Team
Msaskura Store
WARNING: Persistent delivery failures and deceptive stalling tactics
I am writing this as a returning customer who is extremely disappointed. My first purchase was smooth, but this second order has been a complete failure and, in my opinion, a calculated deception.
After researching other reviews, it’s clear that many people are facing the exact same "delivery issues," so this is no coincidence. A key tactic used here is claiming to send a "replacement" when the first item "fails" to arrive. They provide new tracking information that results in the same endless delivery loops, but based on my experience, these replacements are never actually sent or are intentionally addressed incorrectly. This is simply a stalling tactic to keep you waiting while they pressure you to drop your bank protection.
A warning to others: "Steven" will message you on WhatsApp, appearing very supportive and "committed" to your satisfaction. Do not fall for his words. He knows exactly what he is doing. He uses this friendly persona to build trust so he can convince you to withdraw your bank chargeback. Once you withdraw that protection, you lose your right to a refund.
Under the UK Consumer Rights Act 2015, the retailer is responsible for the goods until they are in the buyer's hands. Providing photos of packages in vehicles is not proof of delivery. I had to involve my bank to recover my funds. I have officially reported this business to Action Fraud and Trading Standards. Save yourself the stress and shop elsewhere.
6 mars 2026
Avis spontané
Réponse de Maskura
Dear Customer,
We are truly sorry to hear about your experience and understand your frustration. This is never the kind of service we aim to provide to any customer, especially a returning customer.
We would also like to sincerely clarify that we never intentionally delay, mislead, or pressure any customer regarding refunds or bank disputes. Our support team, including Steven, always tries to assist customers in resolving delivery problems directly with the courier as quickly as possible. Unfortunately, in some cases courier issues, failed scans, or address handling problems can create delays and confusion beyond our control.
Please accept our sincere apologies for the inconvenience and stress this situation has caused you. We completely respect your rights under UK consumer law and understand your decision to contact your bank and the relevant authorities.
Customer satisfaction is extremely important to us, and we would still genuinely appreciate the opportunity to review your case properly and reach a fair resolution for you. If you are willing, please contact us directly with your order details so our senior support team can investigate this matter further.
Thank you for sharing your feedback, as it helps us improve our service and delivery experience moving forward.
Réponse de Maskura
Thank you so much for your wonderful review Rachel Newberry. 😊
We’re really happy to hear that you loved the product and that it worked well for you. Your recommendation truly means a lot to us.
Thank you again for choosing Maskura Store! 💖
Réponse de Maskura
Thank you so much for your kind words Maggie. 😊🌸💖
We’re really happy to hear you’re pleased with the fast delivery and the product. Your support means a lot to us!
If you ever need anything else, we’re always here to help.
Thanks again dear Maggie.🤗
Custommer Support Team
Kept cancelling my order after 3-4 days…
Kept cancelling my order after 3-4 days event though it had been confirmed and I was sent loads of offers and thanks for joining. This happened twice - unacceptable.
4 avril 2026
Réponse de Maskura
Hi Karen James ,
I’m really sorry to hear about your experience — I completely understand how frustrating that must have been, especially after your order was confirmed. This is certainly not the experience we want for our customers.
Sometimes cancellations happen due to unexpected stock or supplier issues, but I truly apologise for the inconvenience caused, especially as it happened more than once.
Please feel free to reach out to me directly on WhatsApp for faster assistance 😊
📱 +44 7452 771809
I’ll personally make sure to assist you right away and find the best solution for you. 💛
— Custommer Support team
Order placed 29th March and its now the…
Order placed 29th March and its now the 8th April still haven't received my order, and no communication. It isnt really good enough I dont think asked for a review and really I wouldn't recommend this company to anyone on my experience so far.
3 avril 2026
Réponse de Maskura
Hi tony cromie,
I’m really sorry for the delay and for the lack of communication — I completely understand your frustration, and you’re absolutely right to expect better.
Please don’t worry, I’m here now and will personally handle your case to get this sorted as quickly as possible. Could you please share your order number so I can check the exact status and update you right away?
For faster assistance, you can also message me directly on WhatsApp:
📱 +44 7452 771809
I truly appreciate your patience, and I’ll make sure we resolve this for you properly. 💛
— Custommer Support team
Thank you very much
Thank you very much . I did not want an inflatable one . I wanted and need one that’s Not expensive .
Discrete and a fairly slim waist Band . Maybe an adjustable waist band . For ladies or children
Age about 12 years children . A small lady size..
A special kind of an assistant Material . Appears rubbery . Strong soft and very buoyant . I am very , very upset . The iPad picture was deceptively so .
I am going away the beginning of May . Thank you very much.. Marisa Parkin . 19 , Osprey Park .
How can I return the incorrect one to you and receive a Correct one soon . Please .
2 avril 2026
Réponse de Maskura
Hi Maryna, 🌸
Thank you so much for your message, and I’m truly sorry to hear about your disappointment — I completely understand how important this is for you. 🙏
Please don’t worry, I will help you sort this out. I’m just checking the warranty and return options with our team so I can provide you with the correct replacement as soon as possible.
Kindly give me a moment — I’ll get back to you shortly with full details.
Thank you for your patience and for staying with us. 💛
Warm regards,
Custommer Support Team
Réponse de Maskura
Thank you so much for your kind feedback! 😊
We’re really glad to hear that the product met your expectations and was just as advertised.
Your support means a lot to us, and we truly appreciate you taking the time to share your experience.
If you ever need anything, we’re always here to help!
Warm regards,
Custommer support
Maskura Store
Avoid
The item I received was just a cheap generic knock off of the item listed on the website. It took 8 weeks of constant chasing to get a refund.
30 janvier 2026
Avis spontané
Réponse de Maskura
Hi,
We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. This is certainly not the standard we aim to provide.
We understand how frustrating both the product quality and the delay in resolving your refund must have been. Please accept our sincere apologies for the inconvenience caused.
We are currently reviewing this internally to ensure better product verification and faster support in the future, so this does not happen again.
Thank you again for your feedback — it helps us improve.
Good Customer Service
First item delivered was not of good quality but it was dealt with very quickly and professionally by Steven. The new item is very good and exactly as expected.
9 mars 2026
Avis spontané
Réponse de Maskura
Thank you very much for your kind feedback Mark Downer. 😊
We’re sorry that the first item did not meet expectations, but we’re very glad we were able to resolve the issue quickly and provide a replacement that you’re happy with. Your satisfaction is very important to us, and we truly appreciate your patience and understanding. 🌸🤗
Thank you again for your support, and we hope to serve you again in the future.
Kind regards,
Maskura Store
Only part of the order arrived
Only part of the order arrived. I have notified Maskura asking for the rest of the order.
Their response is to send me tracking logs for the parcel which arrived.
I have asked for updates but none are forthcoming.
26 février 2026
Réponse de Maskura
Hello V Devereux,
Thank you for your feedback, and we’re sorry to hear about your experience.
According to the tracking information, one parcel from your order has already been delivered. However, some orders may be shipped in separate packages, which can sometimes arrive at different times.
Our team has shared the available tracking details and is actively checking the status of the remaining item. We sincerely apologise if there was any delay in our updates.
Please contact us again at customer.support@maskura.com
or via WhatsApp (+44 7452 771809) so we can assist you further and ensure the remaining part of your order reaches you as soon as possible.
Kind regards,
Maskura Store
Great Customer Service
Order arrived a little later than anticipated but I asked for an update and the customer service was really helpful.
24 février 2026
Réponse de Maskura
Thank you very much for your kind feedback Darren Ford 😊
We truly appreciate your patience regarding the slight delay, and we’re glad our customer service team was able to assist you promptly. Your satisfaction is very important to us, and we’re always here to help whenever needed.
Thank you again for your support!
Kind regards,
Maskura Store
These people are a scam
These people are a scam! I purchased something from them on the 31st of January. We now in February which is now coming to an end and the product has not arrived. I kept getting emails from Royal Mail claiming they tried to deliver said product BUT Royal Mail NEVER even turned up to my house at all! I selected option to collect it from the post office. I went to collect said item Royal Mail searched and searched and they said there’s nothing here that has been sent by that seller. I messaged maskura asking what’s going on gave some lame excuse. I asked for a refund they insisted on waiting thinking I’d forget! It my money you messing with! I sent plenty of messages asking why am l getting this from Royal Mail BUT they don’t have the item. They never replied to the messages l sent. I’m really angry about this because how do you lie and just take someone’s money! Such a cruel thing to do, you should be shut down!
31 janvier 2026
Avis spontané
Réponse de Maskura
Hello Waytsi ,
We’re truly sorry to read your experience and understand how frustrating this situation must feel. Please be assured that we are not a scam, and we take concerns like this very seriously.
According to the tracking information provided, Royal Mail marked the parcel as attempted delivery and later redirected for collection. However, we understand you were informed at the Post Office that they could not locate the item, which is understandably upsetting.
Sometimes parcels can be misrouted, delayed within the depot, or incorrectly scanned by the courier. That said, this is not the experience we want for any of our customers.
We have not ignored your messages intentionally, and we sincerely apologise if any communication was delayed. Your concerns matter to us.
To resolve this properly, we are happy to:
Investigate directly with Royal Mail, and
Arrange either a replacement or a full refund, depending on your preference.
Please contact us directly with your order number so we can prioritise this immediately.
We are committed to resolving this for you as quickly and fairly as possible.
Kind regards,
Customer Support
Maskura Store
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