FAQ

How can I contact you?

If you have any questions about our products or services that are not answered here, you can reach us directly at [email protected]. We aim to respond within one business day, though during busy periods or holidays it may take a few days.
For official communication, we also accept inquiries via our Facebook page (Messenger), WhatsApp, and Instagram Direct. Please note that only these channels are recognized as official.

Additional details are available in our Terms & Conditions.

How do I pay?

When you place an order, you can choose from several payment methods:

PayPal: Available directly on our website. You can also pay by credit card through PayPal. Steel Mastery does not store or access your card details.
Bank Transfer: Payments in EUR or USD are accepted. Contact us at [email protected] to receive bank details. All bank fees must be covered by the customer.

We generally require 100% prepayment before production and shipping. For exclusive or large-volume orders, we may offer step-by-step payment plans, which must be agreed upon in advance.

Can I pay in installments?

Yes, we offer installment plans:

Individual customers: You can divide payments into 2–6 monthly installments. Each payment carries a €4 commission fee. Orders are shipped only after full payment is completed. More information here.
Clubs and schools: Special “Get now – Pay later” conditions apply to HEMA, Soft Armor, and in-stock products. Orders must include at least 5 units of one product. In this case, orders may be shipped before full payment is completed. More information here.

Please note: This is Steel Mastery’s own installment plan, not a bank service. Payments are made manually by the customer via PayPal, and you must inform us of each payment by email.

How do I provide you with my measurements?

After checkout, our system will determine whether additional measurements are required. If so, you will receive an email with instructions.
Please follow our measurement guidelines carefully. It is recommended to ask someone to assist you for accuracy.
During checkout, you will be asked to select a standard size (M, L, etc.) based on waist circumference. This is used only for price calculation; the final product will be made-to-measure according to your actual measurements.
You can also review our detailed measurement guides at the following link.

How do you ship orders?

By default, we ship via Ukrainian National Post or Nova Poshta, depending on availability and circumstances.
If you prefer another courier (such as DHL), you must request this explicitly by email. Please note that international couriers are significantly more expensive, and conditions will be discussed individually.
Shipping costs are calculated automatically during checkout based on your address, order weight, and size. If a technical error occurs in calculation, we may request additional payment. If you decline, the order will be cancelled and refunded.

Estimated delivery times:

Europe: 5–14 business days.
Outside Europe: 5–28 business days.

These times are indicative only. Delays caused by postal services, customs inspections, or the ongoing war in Ukraine are beyond our control and do not entitle customers to compensation.

How much will the shipment cost?

The shipping cost depends on the weight and destination of your order. To see the exact amount, add items to your cart and select your country. The system will calculate the shipping fee automatically.
If your order exceeds 18 kg, it will be split into multiple packages due to postal service limits.

Do prices include taxes?

No. Prices on our website do not include VAT, import duties, or local taxes. These charges, if applicable, must be paid by the customer upon receipt of the order.

What happens if my parcel is lost?

If your parcel is lost, Steel Mastery will submit an official search request to the postal service. The investigation may take 2–3 months. If the parcel is officially declared lost, we will produce a new item and ship it free of charge. If you prefer, you may request a 30% refund of the item price (shipping costs are non-refundable).

What if I don’t collect my parcel or provide the wrong address?

If the parcel is unclaimed or the shipping address is incorrect, the order may be resent at the customer’s expense.

What is your return policy?

Stock items: You may return within 14 days of receipt. Refund covers the item price only; shipping costs are non-refundable.
Custom-made items: Generally not eligible for return, since they are produced individually according to your measurements and specifications. Exceptions apply in cases of manufacturing defects or proven measurement errors. In such cases, Steel Mastery will remake the item or issue a refund, and postage expenses will be covered.
Manufacturing defects: If a defect is found, we will cover return shipping and provide a replacement free of charge.
Misfit items: If a custom-made item does not fit, you must provide proof of correct measurements (photos with a tape measure). If the error is ours, we will remake or refund.
Transport damage: If you receive an item that was evidently damaged during transportation, you must immediately file a claim with the postal service that delivered the parcel.

Refunds are processed only after the returned item is received and inspected. Items that have been used or damaged by the customer are not eligible.
Please use standard postal services for returns; express couriers are not accepted.

What are your refund conditions?

Refunds depend on the order status:

Not shipped (within 14 days) → 100% refund.
After 14 days, before production starts → 80% refund.
In production → 50% refund.
Manufactured but not shipped → 30% refund.
Shipped and returned → 30% of item price (shipping excluded).
After 180 days → refunds are processed via direct PayPal transfer, reduced by PayPal’s original fee. Additionally, PayPal may charge you a receiving fee when the money is credited to your account.

Can I exchange items?

Stock items: Exchange is possible. You will need to cover all shipping costs and pay any price difference between the items.
Custom-made items: Exchange is not possible if the product was made according to your measurements and specifications, and it fits correctly.
If you receive an item that was evidently damaged during transportation, you must immediately file a claim with the postal service that delivered the parcel.

What is your privacy policy?

Steel Mastery takes great care to ensure that all personal information collected from you is handled appropriately and in full compliance with applicable data protection regulations. By using the site, you accept the practices described in this privacy policy.

Collection of Information
We collect personally identifiable information such as your name, email address, shipping/billing address, phone number (if provided), order details, and measurements (for custom-made items). This information is collected only when voluntarily submitted by visitors and is used to fulfill your specific requests, including communication and delivery of products.

Cookie/Tracking Technology
Our site uses cookies and tracking technology to gather information such as browser type, operating system, visitor numbers, and usage patterns. Cookies also help customize the site experience for visitors.

Use and Disclosure of Data
Steel Mastery does not disclose client data to third parties except when required by law or when necessary to process and complete your order. In certain cases, information may be shared with governmental agencies or companies assisting in fraud prevention or investigation. This is done only when legally permitted or required, or to protect against unauthorized transactions. Information is never shared for marketing purposes.

Financial Information
Steel Mastery does not store or process your financial information directly. Payment details are handled exclusively by certified providers (currently PayPal) and secured according to their internal security policies.

Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents, and contractors (who have agreed to confidentiality) have access to this information. All emails and newsletters from our site allow you to opt out of further mailings.

What are the benefits of registering on this site?

Creating a personal account will offer you many features:

Save your measurements in a profile for future orders.
Create multiple profiles (for friends, club members, or group purchases).
Track the progress of your orders directly in your account.
Receive personal discounts and loyalty bonuses.

Can I use content from this site?

You may use our content only with prior permission and proper attribution to the source. Unauthorized use is strictly prohibited.

FAQ