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... Mehr ansehen
Unternehmen hat geantwortet
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
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Das sagen Bewerter
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... Mehr ansehen
Unternehmen hat geantwortet
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... Mehr ansehen
Very customer friendly service. Purchased an indoor bike trainer online, this was followed up with good communications from order confirmation through to delivery . On receiving the item , quickl... Mehr ansehen
Unternehmen hat geantwortet
Unternehmensdetails
- Fachhandel für Sport- und Fitnessgeräte
- Großhändler für Fitnessgeräte
- Laden für Gesundheits- und Kosmetikprodukte
- Outdoor-Sportgeschäft
- Sportgeschäft
- Wintersportgeschäft
Vom Unternehmen geschrieben
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.
Kontaktinformationen
71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ, Covent Garden, Vereinigtes Königreich
- +447452771809
- customer.support@maskura.com
- maskura.co.uk
3.4
Akzeptabel
144 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 66 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Helpful service
Very fast delivery & product as described
11. August 2026
Bewertung ohne vorherige Einladung
Trying to return and get a refund for…
Trying to return and get a refund for air cooler as it’s not very good. Says easy hassle free returns on website but been asked to take photos & videos, then sent a manual on how to operate it. Now I’m being ignored!
13. August 2026
Bewertung ohne vorherige Einladung
Popcorn pens…
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 good either. We read the instructions and the girls did there drawings waited for them to dry but, applied heat via hair dryer but nothing happened. All it is, is using normal paint but put on a bit thicker. I won't be buying these again.
4. August 2026
Very poor delivery service.
Ordered on the 4th August with 3-5 days delivery promise, still waiting today August 13th, disappointed as I had to borrow life jackets for my two grandsons to use on my boat whilst they are on holiday with me.
8. August 2026
Antwort von Maskura
Dear Mark,
We’re genuinely sorry your order took longer than expected. While delivery is handled by our courier partners, we actively monitor every shipment and work closely with them to minimise delays, particularly during periods of exceptionally high demand. We appreciate your patience.
The vast majority of our orders are delivered on time, as reflected in the many positive reviews from our customers. While occasional delays can happen, they represent only a small percentage of shipments. We remain committed to supporting every customer until their order is safely delivered.
Warm regards,
Customer Support Team | Maskura Store
My order arrived the next day
My order arrived the next day ! Brilliant service , thank you Maskura !
2. August 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Cheryll,
Thank you so much for your lovely review!
We’re delighted to hear that your order arrived the next day and that you enjoyed your Maskura experience. Your kind words mean a lot to our team and motivate us to keep delivering fast, reliable service.
We truly appreciate your support and look forward to serving you again soon.
Warm regards,
Customer Support Team | Maskura Store
Antwort von Maskura
Dear Kerry Matthews,
Thank you for taking the time to share your experience with Maskura Store.
We're delighted to hear you were happy with our communication, efficient service, and smooth delivery. Providing a reliable shopping experience from order to doorstep is always our priority.
We truly appreciate your trust and look forward to welcoming you back again soon. 💙
Warm regards,
Customer Support Team | Maskura Store
I ordered an adult life jacket
I ordered an adult life jacket, good value for money, arrived in good time and fits well.
29. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Mrs Mary Bell,
Thank you for your wonderful feedback and for choosing Maskura Store.
We're delighted to hear your life jacket arrived promptly, offered great value, and provided the perfect fit. Knowing our products deliver both quality and reliability means a great deal to us.
We truly appreciate your trust and look forward to serving you again. Wishing you many safe and enjoyable adventures on the water! 💙
Warm regards,
Customer Support Team | Maskura Store
Excellent customer service
Great website. Lots of products. Good value and fast delivery. Very helpful customer services.
6. Juli 2026
Antwort von Maskura
Dear Jacquiesan,
Thank you for taking the time to share your experience with Maskura Store.
We're delighted to know you were happy with our products, value, fast delivery, and customer service. Providing a reliable shopping experience and being there for our customers every step of the way is what we strive for every day.
We sincerely appreciate your recommendation and look forward to serving you again.
Warm regards,
Customer Support Team | Maskura Store
Pleasant experience purchasing from…
Pleasant experience purchasing from these guys. Updates, via WhatsApp, at each stage of order fulfilment. And a quick response when I requested an invoice for work
24. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Hi Nick,
Thank you for your valueable feedback and taking the time to share your experience. It truly means a lot to us.
We're delighted that you appreciated our WhatsApp updates and prompt support with your invoice request. Providing a smooth, transparent, and reliable experience is exactly what we strive for.
We sincerely appreciate your support and look forward to serving you again.
Warm regards,
Customer Support Team | Maskura Store
The website stated that the order will…
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 explain more that three times that I am travelling and no one will receive the order. I was then asked for a fee to cancel the order since it has been dispatched although I didn’t get a tracking number. I managed to get a full refund after a slight conflict.
10. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear TAIBAH ALYASEEN,
Thank you for taking the time to share your experience.
While we always prioritise every order for the fastest possible dispatch, delivery times ultimately depend on our logistics partners and can occasionally be affected by circumstances beyond our direct control.
At Maskura Store, we believe exceptional customer service is defined by how we support our customers when challenges arise. Although we were unable to meet your delivery expectations on this occasion, we are pleased we could address your concerns promptly and process your full refund.
We remain committed to transparent communication, fair resolutions, and delivering the level of care every customer deserves. We truly value your feedback, as it helps us continue improving our service.
We would be delighted to welcome you back to Maskura Store in the future and provide you with the seamless shopping experience we strive to deliver every day.
Kind regards,
Maskura Store Customer Care
Extremely slow
Extremely slow. Do not expect the delivery to be the suggested days. It will be at least a week longer.
2 stars because it finally did arrive.
11. Juli 2026
Antwort von Maskura
Dear Francesca,
Thank you for taking the time to share your feedback. We sincerely apologise for the delay and completely understand your disappointment.
After investigating with the carrier, we were informed that your original parcel had unfortunately been lost in transit. As soon as we received this update, we immediately arranged a replacement order without delay.
We're pleased your order has now arrived safely, and we truly appreciate your patience and understanding. We hope to have the opportunity to provide you with a five-star experience in the future.
Kind regards,
Customer Support Team | Maskura Store
Antwort von Maskura
Dear Raymond,
Thank you very much for taking the time to share your feedback.
We're delighted to hear your order arrived quickly and that you're pleased with it. We truly appreciate your support and hope you enjoy your purchase.
Thank you for choosing Maskura. We look forward to serving you again in the future! 😊
Kind regards,
Customer Support Team | Maskura Store
Very good communication from this company
Very good communication, although this product didn’t work well enough for our needs. The company were good and very quick to respond and have offered us a full refund.
13. Juli 2026
Antwort von Maskura
Hi Sue,
Thank you so much for your kind review and for recognising our customer service. We’re sorry the product wasn’t the right fit for your needs, but we’re pleased we could resolve everything quickly for you.
Your trust and understanding mean a great deal to us, and we truly appreciate you giving us the opportunity to help.
Kind regards,
Customer Support Team | Maskura Store
Problem solved quickly and efficiently
Whilst there was an issue with the delivery caused by the courier Maskura quickly and efficiently solved the problem and on my opinion the true test of any company is how they solve a problem and Maskura did so!
3. Juli 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear George Brittain,
Thank you so much for taking the time to share your experience.
We sincerely appreciate your patience and understanding while the courier issue was being resolved. Although delivery delays can occasionally occur outside of our direct control, we believe that providing prompt, transparent, and effective support is what truly matters. We're delighted to hear that our team was able to resolve the situation quickly and efficiently.
Your comment that "the true test of any company is how they solve a problem" means a great deal to us, as customer satisfaction is at the heart of everything we do. We are committed to ensuring every customer receives the support they deserve from the moment they place an order until it arrives safely.
Thank you once again for your trust and recommendation. We look forward to serving you again in the future.
Warm regards,
Maskura Customer Care Team
Antwort von Maskura
Dear Valued Customer,
Thank you for your review and for choosing Maskura.
We're delighted to hear that you were pleased with both the product and our customer service. Your feedback means a great deal to us and reinforces our commitment to delivering quality products backed by exceptional support.
We truly appreciate your trust and look forward to serving you again.
Warm regards,
Maskura Customer Care Team
I ordered the Silk Route Wine Aerator &…
I ordered the Silk Route Wine Aerator & Stand red/White Wine Decanter
When it arrived I received the flow aerator which isn’t even on there web site. To be fair to them the right one was sent with 2 wine glasses so thank you.
24. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Anthony Cooper,
Thank you for taking the time to update your review.
We sincerely appreciate your patience and understanding while we resolved the issue. We apologise once again for the initial dispatch error, but we're delighted that the correct Silk Route Wine Aerator & Stand has now arrived safely.
Your feedback means a great deal to us, and we're grateful for the opportunity to make things right. We look forward to serving you again in the future.
Warm regards,
Maskura Customer Care Team
Terrible do not recommend
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 option. You are better off paying a little extra websites like amazon. I highly do NOT recommend.
11. Juni 2026
Antwort von Maskura
Dear Sat,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations.
We understand how disappointing it is when a birthday gift does not arrive in time, and we sincerely apologise for the inconvenience caused.
We would like to clarify that, throughout the process, we kept you informed regarding the updated delivery timeline and communicated the status of your order before dispatch. Once the shipment was on its way, we continued to provide updates until it was successfully delivered. While we always aim to meet our estimated delivery times, occasional delays beyond our control can unfortunately occur, particularly with international shipments and courier networks.
At Maskura, transparency is very important to us. We never intentionally mislead our customers, and we always strive to communicate any changes as early as possible so customers can make an informed decision.
We truly value every customer and are continuously working to improve both our service and delivery experience. We appreciate your feedback, as it helps us identify areas where we can do better.
Thank you again for your order, and we wish you all the best.
Warm regards,
Maskura Customer Care Team
Competitively priced products with great customer servcie
Competitively priced products, quick delivery and excellent customer services in relation to my recent experience. Highly recommended seller.
17. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von Maskura
Dear Andy,
Thank you for your kind feedback.
We are delighted to hear that you were pleased with both our products and service. At Maskura, we are committed to providing excellent value, reliable delivery, and responsive customer support, so it's incredibly rewarding to know we delivered on that promise.
Your recommendation means a great deal to us and helps other customers shop with confidence.
Warm regards,
Maskura Customer Care Team
Antwort von Maskura
Dear Trevor,
Thank you for taking the time to share your experience.
We're delighted to hear that you were pleased with our communication and delivery service. Providing a smooth and reliable experience is always our goal, and your kind words truly mean a great deal to our team.
We look forward to serving you again in the future.
Warm regards,
Maskura Customer Care Team
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