3.6 stars on trust pilot is so unjust. Working it retail I understand sometimes something is a chain if events breaks down. How it's resolved is the test if good customer service. The aftercare I've... Voir plus
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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
Purchased an aerial hammock on the 4th of September, 5th of September marked as dispatched. Says up to 6 days for delivery. Today is the 17th of September no sign of parcel. I have tried emailing the... Voir plus
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
À propos de l'entreprise
- Magasins d'appareils de fitness
- aussi dans
- Boutique de santé et beauté
- Magasin d'articles de sports
- Magasin d'équipements sportifs d'extérieur
- Magasin de sports d'hiver
- Vente d'équipement de fitness en gros
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
3,7
Moyen
156 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 70 % 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.
I accidentally ordered the wrong item…
I accidentally ordered the wrong item but maskura were very understanding and helpful and sorted out a replacement very quickly
18 septembre 2026
Avis spontané
Great customer service, responsive staff
Great customer service. They were very responsive about a product I bought, and customer service were overall quite helpful.
29 septembre 2026
Avis spontané
Réponse de Maskura
Thank you so much, Nina, for your lovely feedback. ⭐
We’re delighted to hear that you found our team responsive, helpful and supportive throughout your experience with Maskura.
We believe great customer service is just as important as the products we offer, so your feedback means a great deal to our team. We truly appreciate your trust and hope to welcome you back again soon.
Warm regards,
Customer Support Team | Maskura.co.uk
Can’t fault anything
Can’t fault anything , delivery was as described and was kept informed.
24 septembre 2026
Avis spontané
Réponse de Maskura
Thank you, Debby, for your wonderful feedback. We’re delighted to hear that everything went smoothly and that you were kept informed throughout your order journey.
At Maskura, we’re committed to making every purchase feel simple, reliable and well looked after. We truly appreciate your trust and hope to welcome you back again soon.
Warm regards,
Customer Support Team | Maskura.co.uk
Kind and customer friendly
Stephen and team via the WhatsApp messaging app have been excellent. Very customer focused and kind in their communication.
Thanks Stephen!
18 septembre 2026
Avis spontané
Réponse de Maskura
Dear Joanne,
Thank you so much for taking the time to share such a wonderful review. We’re genuinely delighted to hear that you found Stephen and our team kind, helpful, and customer-focused throughout your experience with Maskura.
Providing clear, friendly and personal support is something we care deeply about, and it means a great deal to know that this came across in our communication with you.
Thank you again for choosing Maskura and for placing your trust in us. We truly appreciate your support and hope to have the pleasure of assisting you again in the future.
Warm regards,
Customer Support Team | Maskura.co.uk
Purchased an aerial hammock on the 4th…
Purchased an aerial hammock on the 4th of September, 5th of September marked as dispatched. Says up to 6 days for delivery. Today is the 17th of September no sign of parcel. I have tried emailing the email is not in use tried contacting on instagram no communication just the same generic message but still posting on their instagram... I’m not fussed on a longer delivery just the lack of ability to communicate with the company is a massive issue… if not resolved by the 4th of October I will be charging back through the bank.
17 septembre 2026
Avis spontané
Do not order anything from this…
Do not order anything from this company!!! They ignored my messages about a refund so I’ve had to go through my bank to get the money back. Now they are harassing me to revert the charge and post product back from with held numbers
11 septembre 2026
Avis spontané
Réponse de Maskura
Dear Rachel,
We’re sorry to see that you feel disappointed with your experience.
We would like to clarify for anyone reading this review that we did respond to your refund request and provided a return label so that the item could be returned to us. We also asked you to proceed with the return so that we could complete the refund through our normal returns process. However, we did not receive a response or confirmation from you after the return arrangements were provided.
Our intention has never been to cause any inconvenience or pressure. Our messages were sent solely to resolve the matter and arrange the return of the product, which is required for us to process the refund in accordance with our returns procedure.
We take customer concerns seriously and always aim to resolve issues fairly and professionally. We remain happy to assist and would welcome the opportunity to bring this matter to a satisfactory conclusion.
Warm regards,
Customer Support Team | Maskura.co.uk
Good quality product (sit-bone cushion))…
Good quality product (sit-bone cushion) which is very comfortable. Good communications and tracking from the company.
Delivery wasn't the speediest but since this wasn't a gift etc, this was no problem.
1 septembre 2026
Avis spontané
Réponse de Maskura
Hi Claire,
Thank you so much for taking the time to share your experience with Maskura. ⭐
We’re delighted to hear that you’re happy with the quality and comfort of your sit-bone cushion, and that you found our communication and tracking helpful throughout your order. 😊
We also really appreciate your understanding regarding the delivery time. We’re continuously working to improve our delivery experience while ensuring that every order reaches our customers safely and reliably.
Your kind words mean a great deal to our team and are a wonderful encouragement to us. Thank you for choosing Maskura, Claire, and we hope your cushion continues to provide you with plenty of comfort! ❤️
Warm regards,
The Maskura Store Team
Very good personalised customer…
Very good personalised customer service. Thank you Steven.
5 septembre 2026
Avis spontané
Réponse de Maskura
Hi Natalie,
Thank you so much for your wonderful review! ⭐
We’re absolutely delighted to hear that you had a positive experience with our personalised customer service. Your kind words mean a great deal to us, and we’ll be sure to share your lovely feedback with Steven. 😊
At Maskura, we believe that every customer deserves attentive, friendly and personal support, and it’s fantastic to know that this made a difference to your experience.
Thank you again for choosing Maskura and for taking the time to share your feedback. We truly appreciate your support and look forward to serving you again in the future! ❤️
Warm regards,
The Maskura Store Team
3.6 stars on trust pilot is so unjust
3.6 stars on trust pilot is so unjust. Working it retail I understand sometimes something is a chain if events breaks down. How it's resolved is the test if good customer service. The aftercare I've received after making my first purchase with this company is far beyond the customer care I usually receive with any other retail company. The WhatsApp chat and emails both worked seamlessly and they jumped at the chance to get my 'small' issue resolved. A pleasure to deal with. Thanks guys!
Richard
20 août 2026
Avis spontané
Réponse de Maskura
Hi Richard 😊
Thank you so much for taking the time to share such a thoughtful review. Your words genuinely mean a great deal to our entire team. ❤️
We completely agree that things can occasionally go wrong in retail but what truly matters is how a company responds when they do. That’s why we place such a strong emphasis on being there for our customers, listening carefully, and putting things right without unnecessary hassle.
We’re especially pleased to hear that both our WhatsApp and email support made your experience seamless. Providing responsive, personal aftercare isn’t simply something we offer, it’s a standard we want every Maskura customer to experience.
Your review is a wonderful reminder of why we do what we do, and we’re incredibly grateful for your trust in making Maskura your choice for your first purchase.
Thank you again, Richard. We hope to welcome you back very soon. ⭐
Warm regards,
The Maskura Team
Purchased chest expander for a…
Purchased chest expander for a relative, good communication, and prompt dispatch, would buy from this company again
17 août 2026
Avis spontané
Réponse de Maskura
Thank you so much, Mrs Beverley Currie, for your wonderful 5-star review! ⭐
We’re delighted to hear that you were pleased with your chest expander purchase, as well as the communication and prompt dispatch.
At Maskura, we believe a great shopping experience goes beyond simply receiving a product — it’s about quality, reliability, clear communication, and genuine customer care from order to delivery.
Your kind words mean a great deal to our team, and we’re especially pleased to hear that you would choose Maskura again. 💙
Thank you for putting your trust in us, Mrs Currie. We look forward to serving you again!
Maskura — Quality Products. Trusted Service. Customer First.
Bought a Stanley cup from beverable.com…
Bought a Stanley cup from beverable.com really loved it. Delivery was on time and received the genuine cup.
3 juin 2026
Avis spontané
Réponse de Maskura
Thank you so much, Hamza, for taking the time to share your wonderful experience! ⭐
We’re delighted to hear that you loved your Stanley cup and that your order arrived on time. Your kind words mean a great deal to us. ❤️
At Maskura Store, we carefully source products from trusted suppliers and different channels to offer our customers quality products at great value. We’re also pleased to support bulk and wholesale orders, tailored to our customers’ specific requirements.
Thank you again for choosing Maskura Store and for your valuable feedback. We truly appreciate your support and look forward to serving you again! 🙏
Warm regards,
Customer Support Team | Maskura Store
Easy to buy and great communications
Easy to buy and great communications. Product arrived as ordered. Great !
20 août 2026
Avis spontané
Réponse de Maskura
Thank you, Mr Morgan! ⭐ We’re delighted to hear you had a smooth and straightforward experience with Maskura, from ordering through to delivery. Providing reliable service, clear communication and products that arrive as expected is something we take great pride in.
Thank you for choosing Maskura and for taking the time to share your experience. Your kind words mean a great deal to our team.
Warm regards,
Customer Support Team | Maskura Store
An excellent quality product with very…
An excellent quality product with very good customer liaison.
Thank you.
18 août 2026
Avis spontané
Réponse de Maskura
Thank you, Jan! ⭐ We’re truly delighted to hear you’re pleased with the quality of your purchase and the service you received. Your kind words mean so much to our team and inspire us to keep delivering an exceptional experience. ❤️
Warm regards,
Customer Support Team | Maskura Store
Réponse de Maskura
Thank you, Nazrul! ⭐ We’re delighted to hear you were happy with the fast delivery and that your product arrived exactly as described. Your kind feedback is greatly appreciated and means a lot to the Maskura team. ❤️
Warm regards,
Customer Support Team | Maskura Store
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 août 2026
Réponse de Maskura
Thank you for taking the time to share your honest feedback, Pauline. We’re genuinely sorry to hear that the Popcorn Pens did not meet your expectations and, most importantly, that your granddaughters were disappointed after trying them.
We understand how frustrating it is when a product doesn’t perform as expected, particularly when it was purchased to create a fun experience for children. We take your comments regarding the quantity, quality and performance very seriously, and we’ll ensure your feedback is shared with our team for review.
We’re sorry again that this purchase fell short of the experience you were hoping for, and we sincerely appreciate you bringing this to our attention.
— The Maskura Team
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.
Update: It is now the 17th August and still no sign of purchase? So much for 3-5 business day delivery.
Update: 14 days still no delivery.
Update: 22nd August-Maskura have made every effort to track my delivery via EVRI who claim it has been lost in transit, Maskura have kindly given the option to either resend the parcel or give a full refund, I opted for the latter and received prompt payment.
I have suggested they review their choice of carriers as in my opinion EVRI offer a very poor service.
I would purchase from Maskura again in future as they have demonstrated excellent customer care.
8 août 2026
Réponse de Maskura
Thank you for your feedback, Derek. We’re genuinely sorry your order took longer than expected, especially given that the life jackets were needed for your grandsons’ holiday.
Your order was processed and dispatched promptly, with tracking updates provided throughout. While the courier’s transit time is unfortunately outside our direct control, we fully understand how disappointing this delay was.
We value your trust and are continually working with our delivery partners to provide the reliable service our customers expect from Maskura.
— The Maskura Team
Réponse de 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 août 2026
Avis spontané
Réponse de 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
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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
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