Q&A

Products

Who are we?

Mastrad is a French company specialising in the design and marketing of innovative culinary accessories with creative designs. For more than 25 years, we have been bringing “the art of utility” to cooks everywhere... both professional and amateur. Our passionate team strives daily to design and create the products of tomorrow that will perfectly match your culinary expectations. Whether for lunch, afternoon tea, apéritifs or dinner, we’re there for every food-related moment of the day, with high-quality products for every need! A wide, comprehensive range of more than 300 products that can make anyone into a gourmet chef!

Where to find our products?

Our products are available both on our website and via our partner resellers across France and Europe. If you need help locating these physical stores, head over to our “Stores” page, where you can use geolocation to plan a visit to the nearest one to you.

Would you like to work with us?

Are you a reseller, or do you have plans to open a store? Would you like to sell our Mastrad products? Drop us a line at the following address: Are you an influencer, a blogger or a brand wanting to start a partnership with us? Contact us at this address: For any press enquiries, please send an email: We will be happy to process your request by return.

How do I know when a product will be back in stock?

If a product is unavailable, all you have to do is go to the product sheet to the right of the photo and, underneath the price, there is a clickable button: “Notify me when this product is in stock.” You need to create an account so that we can send the alert to you at a registered email address. If you are logged into your account, you just need to click this button to register the request, and you will receive an email as soon as it is back in stock

What WARRANTY do you offer on your products?

Your purchases on the https://en.mastrad-paris.fr/ site are covered by the same warranties as those offered by other sales networks. mastrad-paris.fr offers the same after-sales service as a traditional retailer. All products are subject to the manufacturer’s minimum 2-year warranty against manufacturing defects. They will be immediately exchanged in the event of a problem related to this type of defect. Products that have an extended or lifetime warranty are covered in line with the same terms and conditions that apply in the traditional network.

Where can I find the instructions for my product?

You will find the instructions (if they exist) for each product on the corresponding product sheet in the "Instructions & Warranty” tab below the photos in the “Details” section. You can download the instructions file in PDF format.

Satisfied or your money back?

Delivery errors or products not as listed on order form The Buyer must, on the day of delivery or, at the latest, on the first working day following delivery, submit any claim relating to delivery error and/or deviation of products from the information on the order form in terms of product type or quality. Any product that is not as specified on the order form must be returned with the original packing, including Mastrad accessories and instructions, within 14 days of delivery. Mastrad will then exchange the product or ship the missing item. Mastrad will cover return and shipping costs. Cooling-off period The buyer has the right to withdraw from this contract without giving any reason within a period of fourteen days. The cooling-off period expires fourteen days after the day on which the buyer, or a third party (not including the carrier) nominated by the buyer, takes physical possession of the last item. The Buyer must notify Mastrad of its decision to withdraw by sending it, by the expiry of the period referred to above at the latest, the withdrawal form (download here) or via any other declaration expressing an intention to withdraw, provided that it is unambiguous and sent by email to client@mastrad.fr. To exercise the right of withdrawal, the buyer must notify us of their decision to withdraw from this contract by means of an unambiguous declaration (for example, a letter sent via the postal services, fax or email) by post to the address: Mastrad SA, 32bis-34 boulevard de Picpus, 75012 Paris, France, or by email to: client@mastrad.fr The buyer may choose to use the specimen withdrawal form, but this is not required. For compliance with the cooling-off period, the buyer need only send the notification of their decision to exercise their right to withdraw before the expiry of the cooling-off period. The buyer must return the goods to Mastrad Chez Kinexya Le pot de fer ZAC du coudray 27240 Sylvains les Moulins FRANCE without undue delay and, in any event, no later than fourteen days after notification of the decision to withdraw from this contract. This deadline will be deemed to have been met if the goods are returned before the expiry of the fourteen-day period. In the event of the buyer's withdrawal from this contract, Mastrad will reimburse all payments received from the buyer, including delivery costs (except, where applicable, for additional costs arising from the fact that you have chosen a delivery method other than the less expensive standard delivery method we offer) without undue delay and, in any event, no later than fourteen days from the day we are informed of the decision to withdraw from this contract. We will make arrangements for the refund, using the same form of payment as the one used for the initial transaction, unless a different form is expressly agreed; in any event, this refund will not incur costs for the buyer. We may withhold the refund until we have received the goods, or until we have received proof of shipment of the goods, whichever date is earlier. The buyer will be liable only for depreciation in the value of the goods as a result of handling actions that go beyond necessary measures to establish the nature, characteristics and operability of these goods. Mastrad recommends that the Purchaser return their products by La Poste’s tracked Colissimo service and supply it with the carrier’s shipping notice for the returned product. Only products that are returned in their entirety, in their complete original packaging and in perfect condition for resale, will be taken back. Products that have been damaged will not be refunded or exchanged. This right to withdraw is exercised without penalty; but it is understood that the return costs are the Buyer’s responsibility. Mastrad will notify the Buyer of receipt of the package, and will refund the sums paid within a maximum period of fourteen (14) days from receipt of the returned products, or, where applicable, from notification by the Buyer of proof of shipment, whichever date is earlier. In the event of withdrawal of part of the order, Mastrad will not refund shipping costs, which are fixed in value for an order and not payable on a per-item basis. The refund will be made using the same form of payment as that selected by the Buyer for their original purchase, unless expressly agreed with the Buyer, and subject to the proviso that this must not incur any additional costs for the Buyer. Specimen withdrawal form For the attention of Mastrad I hereby notify you of my decision to exercise my right of withdrawal regarding the sale of the following product(s): State the name of the product(s) Order number received on Name and address I understand that I am required to return the product to you in its original packaging within 14 days of my decision to withdraw, at my own expense. I understand that the refund will be made using the same form of payment that I originally selected for my purchase.

Payments

What payment methods do you accept?

You can pay for your order by: - Bank card (Visa, Carte Bleue, Mastercard, Visa Electron or American Express) - PayPal However, we do not accept payment in several instalments

Are our payments secure?

Have no fear, your payment is totally secure. Your bank details are never in our possession. Transactions are fully processed by the secure payment module in PayPlug or PayPal.

Where can I find my invoices?

Your invoices are available in your customer area, under “My account/My orders”. Simply click the order in question to download your invoice.

What is the deadline for obtaining my refund?

We operate a legal refund period of 30 days. But rest assured, refunds are usually issued within 14 days of receiving your return.

I have a promo code. Where can I enter it?

Promotional codes must be entered during step 1 of your basket, in the “Enter a discount code” box. Next, click “OK” and the value of the discount should appear.

Orders

What are our shipping methods?

We work with fast, reliable providers in France and abroad, and you have the choice of several delivery methods, depending on the country of destination. - Colissimo Domicile, - Colissimo Expert International - Mondial Relay - Chronopost Domicile, - DPD for hazardous products

When will I receive my package?

When your order is shipped, you will be sent an email with a tracking link for your package. This link will keep you informed at all times of the current location of your parcel and its expected delivery date.

How do I make a return?

Return procedure:

You have 14 days from the date of delivery of your order to exchange your items or return them to us.
You must notify us by email, at client@mastrad.fr, of your intention to return the product.
The product must be returned in its original packaging.

We recommend that you return products via tracked Colissimo and send us the number of the package containing the returned product by email. You can return your package, at your own expense, via La Poste to the following address:
Mastrad
Chez Kinexya Le pot de fer ZAC du coudray
27240 Sylvains les Moulins
FRANCE

Taking into account posting and processing times, the refund process will be started within approximately 3 weeks.

Return terms and conditions:

The product must be new and unused.
The packaging must be in its original condition.

It will then take about 10 working days before the package is returned and processed by our staff.

In the case of a purchase from a physical store, you will need to visit a store with your receipt.
Why am I responsible for return costs? To cover our logistics costs, and to enable us to offer you the most transparent sale prices possible.

What should I do if I haven’t received my order?

Firstly, go to your order tracking, click the order in question, check it hasn't already been delivered or handed over, and make sure the delivery address is the one you selected. If you notice a problem and the delivery date has passed, contact us and we’ll work with you to solve the mystery.

How do I change my order or cancel an item?

That isn’t possible, but rest assured, you have 14 days to return the items to us after receipt. You can return it to us or decline receipt when it becomes available to you via the post office or at your Relais Colis® point; this ensures you will be refunded as quickly as possible. You will be refunded once it has been returned to us (within approximately 2 to 3 weeks).

I have received a defective product. What should I do?

If your product has a defect upon receipt, you can send us an email to contact@mastrad.fr You will need to include the following: - your first and last name - your order number (can be found on the delivery slip or confirmation email) - photos / videos of the product to show the problem Our team will then get back to you as soon as possible

What countries do we deliver to? 

Countries differ depending on the delivery method. Please refer to the information on the “Delivery Methods” page: click here

I have a promo code. Where can I enter it?

Promotional codes must be entered during step 1 of your basket, in the “Enter a discount code” box. Next, click “OK” and the value of the discount should appear.

Satisfied or your money back?

Delivery errors or products not as listed on order form The Buyer must, on the day of delivery or, at the latest, on the first working day following delivery, submit any claim relating to delivery error and/or deviation of products from the information on the order form in terms of product type or quality. Any product that is not as specified on the order form must be returned with the original packing, including Mastrad accessories and instructions, within 14 days of delivery. Mastrad will then exchange the product or ship the missing item. Mastrad will cover return and shipping costs. Cooling-off period The buyer has the right to withdraw from this contract without giving any reason within a period of fourteen days. The cooling-off period expires fourteen days after the day on which the buyer, or a third party (not including the carrier) nominated by the buyer, takes physical possession of the last item. The Buyer must notify Mastrad of its decision to withdraw by sending it, by the expiry of the period referred to above at the latest, the withdrawal form (download here) or via any other declaration expressing an intention to withdraw, provided that it is unambiguous and sent by email to client@mastrad.fr. To exercise the right of withdrawal, the buyer must notify us of their decision to withdraw from this contract by means of an unambiguous declaration (for example, a letter sent via the postal services, fax or email) by post to the address: Mastrad SA, 32bis-34 boulevard de Picpus, 75012 Paris, France, or by email to: client@mastrad.fr The buyer may choose to use the specimen withdrawal form, but this is not required. For compliance with the cooling-off period, the buyer need only send the notification of their decision to exercise their right to withdraw before the expiry of the cooling-off period. The buyer must return the goods to Mastrad Chez Kinexya Le pot de fer ZAC du coudray 27240 Sylvains les Moulins FRANCE without undue delay and, in any event, no later than fourteen days after notification of the decision to withdraw from this contract. This deadline will be deemed to have been met if the goods are returned before the expiry of the fourteen-day period. In the event of the buyer's withdrawal from this contract, Mastrad will reimburse all payments received from the buyer, including delivery costs (except, where applicable, for additional costs arising from the fact that you have chosen a delivery method other than the less expensive standard delivery method we offer) without undue delay and, in any event, no later than fourteen days from the day we are informed of the decision to withdraw from this contract. We will make arrangements for the refund, using the same form of payment as the one used for the initial transaction, unless a different form is expressly agreed; in any event, this refund will not incur costs for the buyer. We may withhold the refund until we have received the goods, or until we have received proof of shipment of the goods, whichever date is earlier. The buyer will be liable only for depreciation in the value of the goods as a result of handling actions that go beyond necessary measures to establish the nature, characteristics and operability of these goods. Mastrad recommends that the Purchaser return their products by La Poste’s tracked Colissimo service and supply it with the carrier’s shipping notice for the returned product. Only products that are returned in their entirety, in their complete original packaging and in perfect condition for resale, will be taken back. Products that have been damaged will not be refunded or exchanged. This right to withdraw is exercised without penalty; but it is understood that the return costs are the Buyer’s responsibility. Mastrad will notify the Buyer of receipt of the package, and will refund the sums paid within a maximum period of fourteen (14) days from receipt of the returned products, or, where applicable, from notification by the Buyer of proof of shipment, whichever date is earlier. In the event of withdrawal of part of the order, Mastrad will not refund shipping costs, which are fixed in value for an order and not payable on a per-item basis. The refund will be made using the same form of payment as that selected by the Buyer for their original purchase, unless expressly agreed with the Buyer, and subject to the proviso that this must not incur any additional costs for the Buyer. Specimen withdrawal form For the attention of Mastrad I hereby notify you of my decision to exercise my right of withdrawal regarding the sale of the following product(s): State the name of the product(s) Order number received on Name and address I understand that I am required to return the product to you in its original packaging within 14 days of my decision to withdraw, at my own expense. I understand that the refund will be made using the same form of payment that I originally selected for my purchase.

Account

Forgot your password?

No worries: just click “Forgot password?” in the “My account” area. Enter your email address in the appropriate field. You will receive an email containing a link that you will need to click to set a new password. After that, simply enter it next time you log in. If you are not happy with this password, you can change it in your Customer Account, under the “Contact information” tab. If you’re not able to do this, please contact Customer Services, who will be happy to help you!

How to subscribe to the Mastrad Newsletter and get 10€ on your first order?

To get your €10 reduction on your first online purchase, simply subscribe to our newsletter by going to the bottom of the page of our website and entering your email address. By registering, you will receive news from the Mastrad family, trends, tips, recipes and exclusive offers.

By registering, I confirm that I have read and understood the privacy policy. Of course, you can unsubscribe at any time. *Offer valid only for new subscribers, on your first online order for a minimum amount of €50 excluding delivery. Conditions described in the welcome email.

You will then receive an email with a promotional code and you will have to enter this code during step 1 of your shopping cart in the "Enter discount code" box. Then click on the "OK" button and the discount amount will be displayed immediately. It will be applied to the total amount of the order. If the code does not apply during this stage, it cannot be validated at a later stage of the order, nor after it has been processed. Please also note that you can only use it once.

 

 

I haven't received my welcome code, why?

Sending our welcome code (the one you receive after subscribing to our newsletter) can take up to 24 hours. Be patient. If you have already subscribed to our newsletter in the past and then unsubscribed and finally subscribed again, we will not send you a code. A spam filter or mail rule may have moved the email, it may be in the Spam, Junk, Trash, Deleted Items, Promotions, or Archive folder.