HOW CAN WE HELP YOU?
Returns and refunds
We regret to hear that you are not satisfied. Go to contact us and complete the contact form in full. We will contact you as soon as possible.
Right of withdrawal:
When purchasing products, you have the option of dissolving the contract without giving reasons. This cooling-off period is valid for 14 days and starts on the day after receipt. You will only unpack or use the product to the extent necessary to assess whether you wish to keep the product. If you exercise your right of withdrawal, you will return the product to Mascotte with all delivered accessories and - if reasonably possible - in the original condition and packaging, in accordance with the reasonable and clear instructions provided by Mascotte.
If you exercise your right of withdrawal, no more than the cost of return shipment will be at your expense. If you have paid an amount, Mascotte will refund this amount as soon as possible, but no later than 14 days after the return or withdrawal.
If you wish to exercise your right of withdrawal, you may complete and submit the withdrawal form on our website within 14 days of receiving your order.
We will do our best to process your request within 5 business days.
Delivery and shipping
We aim for a delivery time in the Netherlands of 1-3 business days after you receive the order confirmation. During busy periods, delivery times may be longer.
For Belgium, the delivery time is 1-5 business days.
Mascotte ships in the Netherlands with Post.nl and in Belgium with Bpost
The shipping cost of your order is €3.95. Orders with a purchase amount over €25 will be shipped free of charge.
It's annoying when the products you bought turn out to be damaged upon delivery.
Please send a message via the contact form as soon as possible after delivery. We will contact you to sort things out.
Products
Our products are designed in the Netherlands, inspired by the world’s cannabis experts. Mascotte products are manufactured in Europe.
All Mascotte products are 100% vegan and gluten-free. Mascotte rolling paper is made from wood and hemp. The glue edge is made of natural gum, derived from the bark of the acacia tree. The packaging is FSC certified and recyclable. They are printed with food-grade printing inks. This means they are food-safe, or in other words: 100% safe, should you get them in your mouth.
Tube fillers
In the Netherlands, Mascotte's tube fillers are covered by a 6-month warranty. If you would like to make a claim under this warranty, please send a message through our contact form. We will contact you as soon as possible.
If you clean the tube filler with soapy water and let it dry well after each use, it will last a long time.
The packaging of Mascotte filter tubes with acetate bears the 'Single Use Plastic' (SUP) logo. This logo does not appear on the packaging of filter tubes with paper filters. This features an additional logo with: ‘Plastic free paper filters’.