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
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
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.
Excellent customer service
Great website. Lots of products. Good value and fast delivery. Very helpful customer services.
6 juillet 2026
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Réponse de 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
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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
Réponse de 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 juin 2026
Avis spontané
Réponse de 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 juin 2026
Réponse de 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 juin 2026
Avis spontané
Réponse de 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
Réponse de 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
Problems
The chair I ordered took 3 weeks to arrive with me, despite being advertised as a 2-3 day delivery. The company twice told me it had already been dispatched, when it simply had not been.
Finally, when the chair finally arrived it was not the colour I ordered. They offered me a £10 refund to cover all the "issues". Its a decent touch but ultimately I cannot really recommend Maskura for a trouble free shopping experience.
15 juin 2026
Avis spontané
Réponse de Maskura
Dear Linda,
Thank you for your feedback. We sincerely regret that your experience did not reflect the high standard of service we aim to provide.
While your order was unfortunately impacted by unforeseen supplier delays and a fulfilment error, we fully understand your disappointment regarding both the delivery timeframe and the colour received. Please accept our genuine apologies.
At Maskura, we take pride in supporting our customers when issues arise, and although we offered a goodwill gesture, we appreciate that this could not fully make up for the inconvenience caused.
Your comments have been taken seriously and are helping us further strengthen our service. We are grateful for your patience and for giving us the opportunity to improve.
Warm regards,
Maskura Customer Care Team
Réponse de Maskura
Dear Karel,
Thank you for taking the time to share your feedback.
We're delighted to hear that you were pleased with both the product and the fast delivery. Providing high-quality products alongside a smooth and reliable shopping experience is always our goal.
Your kind words mean a great deal to our team and help other customers shop with confidence. We truly appreciate your support and look forward to serving you again in the future.
Kind regards,
Customer Support Team
Maskura
Product arrived with no instructions
Product arrived with no instructions, I contacted Maskura and they immediately sent Instructions . Excellent service
9 juin 2026
Avis spontané
Réponse de Maskura
Dear Mary,
Thank you for your kind review. We’re delighted to hear that our team was able to assist you promptly with the instructions you needed.
Providing fast and helpful customer service is very important to us, and we truly appreciate you taking the time to share your experience.
Thank you for choosing Maskura Store.
Kind regards,
Maskura Store Customer Care Team
Lovely sticks
Arrived safely, packaged well, sticks are just what I wanted, nice and light, lovely colour, very pleased.
2 juin 2026
Réponse de Maskura
Thank you, Annette, for your wonderful 5-star review.
We're delighted to hear that your sticks arrived safely and that you're pleased with their quality, lightweight design, and beautiful colour. It's always rewarding to know that a product has met our customers' expectations.
Your feedback is greatly appreciated and will help other shoppers purchase with confidence. Thank you for choosing Maskura and for taking the time to share your experience.
Kind regards,
Maskura Store Team
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
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