Frequent questions

cms8fondo.jpgFrequent questions
basic instructions

Buying at Mascoboutique is very simple and works like any other online store: you simply have to add what you want to the cart and follow the steps that we will indicate until you finish your purchase. If you have any questions or problems during the process, don't hesitate to contact us!contact us!


If you have doubts about the size of your dog, you can consult the general explanation about the sizes in the sectionWhat size is my dog?. In this explanation you will learn to measure it in the correct places and you will know which measure is fundamental for each type of article.

In addition, in each article that has sizes you will find the specific Size Table of that article. It will consist of a table with the measurements for each size of that specific model.

If you are still not sure what size to choose for your dog, pleaseask us. We are very used to advising on sizes without knowing the dogs and we are almost always right!

Item Availability

Items sold through the Mascoboutique website are always available in our physical stores. We dont dodrop shipping. For this reason, we have most of the orders prepared very quickly and can even arrive the day after it has been processed.

Now, if you have seen a product on our website and want to see it in person at our physical stores, we recommend that you firstcontactto know in which store it is available. It may be out of stock at one of the stores and we don't want you to go on wasted rides!

Customer Support

Our more than 18 years of experience serving the public have allowed us to know your most common doubts, your concerns when caring for your pets or the mistakes we all make when serving them. Please, if you have any questions, don't hesitate tocontact us, writing to us at or calling us at the stores during business hours. We will be happy to help you!

How to pay

Payment methods

In Mascoboutique you can pay for your purchases with the following means:

  • Credit or debit card: American Express, Visa or MasterCard.
  • PayPal
  • Deferred payment with Klarna

Secure payment

An independent collaborator authorized by Prestashop allows us to offer a payment service with the maximum guarantees, with security systems such as Verified by VISA or MasterCard SecureCode. In addition, the entire process is done using a state-of-the-art secure server so that others cannot see your data.


Picked up at the store

Orders placed through this website may be picked up at our physical stores in Madrid, within the business hours of each one and showing the order confirmation. To do this, you will only have to select the option "Pick up in store" when processing the purchase.

Shipping costs

Shipping costs will be free on purchases with an amount equal to or greater than €60 whose delivery address is Peninsular Spain or the Balearic Islands.

For purchases with an amount less than €60 and for international purchases, the shipping costs vary depending on the delivery address. Once the same has been entered when processing the order, the shipping costs corresponding to the order in process will automatically appear. However, in general and so you can get an idea, these are the shipping costs:

Peninsular Spain: €4.95

Balearic Islands: €6.95

Rest of Europe: €12-15 depending on the country of destination

delivery times

All the products that we have on the web are available in our physical stores, so it usually takes very little time to prepare the orders. Once it is ready, Seur collects the package and the first delivery attempt is made in 48 - 72 hours (excluding Saturdays, Sundays and holidays, either in Madrid or in the location where the order is delivered).

Returns & Exchanges

Cancellation of orders

If after placing an order you change your mind and want to cancel it, please write us an email at as soon as possible. If it has not been sent yet, we will stop the shipment and proceed to refund the money you have paid.

Defective products or errors in the order

All orders are carefully processed and shipped items are checked to ensure they are in perfect condition. However, if upon receiving the order you verify that the item is defective or that it is not the item you had purchased, you have a period of 14 calendar days to notify us of such damage or error.

To do this, please write to us at indicating the order number in the subject line and attaching one or more photos that show the damage or error in the shipment.

If after analyzing your request we agree with you that the item has a defect or is not the one you ordered, we will give you the appropriate instructions to send it to us. Likewise, we will send you a new item in perfect condition like the one you had initially purchased or we will refund the amount paid for the defective item or item sent by mistake.

Of course, if we find that the item was indeed defective or that we had sent the wrong item, the shipping costs will be borne by Mascoboutique.

Returns & Exchanges

If you have received your order and you are not sure of the size chosen or you are not happy with your choice, you have a period of 14 days from the date you received the order to make any changes or returns.

Remember that the items you want to return or exchange must meet the following requirements:

  • Keep your original labeling and packaging.
  • Not have been used.
  • Not be damaged or dirty.
  • They must be returnable, for example, personalized products cannot be returned.

If the products meet those requirements, you can return or exchange them by either of these two means:

  • Going to our store at calle Castelló nº 45 in Madrid during business hours with the item you wish to return or exchange.
  • Communicating your decision to return or change the item unequivocally, for example, through an email to our address For greater comfort, in our General Conditions of Purchase you will find a model to exercise the right of withdrawal.

Please, keep in mind that you will have to send us the product back by your own means or ask us to organize the collection with Seur, but in this case we will pass on the costs of the collection.

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