FAQ

If you have a question regarding our products which is not dealt with here, feel free to ask us using this e-mail address: [email protected]. Our managers will be glad to help you. We usually reply to e-mails within one working day, but sometimes it might take a few days.

Please read carefully our Terms and Conditions, you can find there more usuful information.

How do I pay?

Look through the catalog of our products and choose what you like. For the majority of our products you can also choose various optional features. Put the products into the cart, select your country and proceed to the payment. We accept payments via:

Bank transfer to Ukraine (in EUR or USD).
Please contact us directly at sales steel-mastery.com, if you prefer to use this payment option.

Paypal

Push Checkout button in the cart, choose PayPal and you will be taken to the PayPal payment page.

As a rule, we accept 100% prepayment for the order and its shipping. However, for exclusive products or big volume orders we offer step-by-step payment. Please contact us if this is the case.

How do I provide you with my measurements?

After you have completed the checkout process, our system will check whether we need some additional info from you in order to start working on your order. You will get an email with the request to enter the measurements which are lacking.
Please take your measurements carefully. It's easy, just follow attentively our guidelines and visual aids. It's a good idea to ask someone to help you.
As product's price often depends on your size, we ask you to indicate a standard size (like M or L) while ordering the product. It doesn't mean that the product will be made in this standard size, it will be made-to-measure, we use this only for the price correction. Please choose this size by your waist circumference.

How do you ship orders?

Each product is carefully wrapped to avoid damaging and is accompanied by a repair set.
For shipment we use National Post Service of Ukraine (Ukrposhta). Shipping time is about 10-30 days. More information about shipping you can find at our Terms and Conditions.

How much will the shipment cost for me?

The shipment price depends on your order's weight and your country. In order to find it out, just put the products you want to buy into the cart and select your country from the list below. The site will automatically calculate the shipment price.
Please note that there are limits for weight and volume of a package, so if your order is too big or too heavy (over 18 kg), it will be separated into several packages.

What are the benefits of registering on this site?

Creating a personal account will offer you many features:

you can save all your measurements in your measurements profile, so you won't need to enter them every time you buy something;
you may create a few different measurements profiles, for ex., for you and your friends (convenient when making a group purchase);
you will be able to track the progress of your orders right inside your account;
if you qualify for a discount, it will be assigned to your account and you will always see your personal discounted prices while shopping on the site;
you will be able to participate in our loyalty programs and accrue bonuses and/or discounts;

Can I pay in installments?

Pay installments for individual customers

You can purchase any product for any amount using 2-6 month installment plan (divide your payment into 2, 3, 4, 5 or 6 parts, in specific cases an over 6-month agreement can be applied).

The general rule - payment should be performed once a month. There is a commission fee in amount of 4.5 Euro for every payment regardless of the payment amount. By the time of the order shipment an installment plan should be paid in full. Therefore, an order would not be sent until the full settlement of installments.

Pay installments for clubs "Get it now - pay later"

If you are a coach, a club or a school, you can get special conditions for the installment plan. This offer is applicable to Hema, Soft Armor, and all in-stock (ready-to-ship) products. In order to use this plan, you have to order at least 5 items of a single product. As a result, you can receive a 2-6 month installment plan (divide your payment into 2, 3, 4, 5 or 6 parts). Your order will be completed during 1-6 weeks and can be shipped BEFORE the full settlement of the plan. To use this plan, please, provide information about the club this order is made for.

General information about payment by installments

This is not a bank installment plan - it is our personal offer. In other words, banks are not involved in the installment process. There are no automated withdrawals from your accounts. All the payments are performed manually by the customer. You just perform the regular payment by yourself to the indicated PayPal. Please, inform us about each payment via email. In case the scheduled payment isn't performed on the stated date, our manager will contact you. If you are our loyal customer and you want some other conditions - don't hesitate to contact us and ask. Contact us via [email protected] regarding any questions.

What is your return policy

I. Returns

If you ordered an item from stock, received it in normal condition and decided to return it - you can do it during 14 days after you receive it. We will ask you to pay for shipping. We will make full refund, but only for the price of the item, not the price of shipping.
If you ordered a custom made item, received it in normal condition and decided to return it - you can do it during 14 days after you receive it. We will ask you to pay for shipping. We will make only 30% refund for the item and no refund for the shipping.
If you ordered an item from stock or a custom made item and receive it with manufacturing defect - we will pay for return shipping and provide you new item for free.
If the custom made item doesn’t fit, be ready to provide us proofs of the accurate measurements in the form of photos with the tape measure attached. In case of our mistake, we will either remake the item or refund, the misfit product should be sent back (postage expenses are covered by the us).
We will proceed refunding process after we will receive the item back and check it. We do not refund return products that have been used or damaged by customer.

II. Refunds

You can get a full refund for orders which have not been shipped yet during 14 days after you placed an order.
You can get an 80% refund for the goods and shipping if you want a refund after 14 days after you have placed an order but before we start manufacturing your order.
You can get an 60% refund for the goods and shipping if you want a refund for order which already in manufacturing
You can get a 30% refund for the goods and shipping if you want a refund for an order which is already manufactured but not shipped.

III. Exchanges

If you want to exchange the item from stock, it is possible, but we will ask you to pay all shipping costs and the price difference for items.
If you want to exchange the custom made item which fits you well and is made by your measurements and wiches - there is no such possibility, unfortunately.

If you received an item which was evidently damaged during the transportation, please immediately raise a claim to the post service which delivered it.

Please use only usual post service to return the goods (not express courier). Otherwise we will not be able to refund you shipping costs.

What is your privacy policy?

Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy.

Collection of Information
We collect personally identifiable information, like names, postal addresses, email addresses, etc., only when voluntarily submitted by our visitors. The information you provide is used to fulfill your specific request (communicating with you, sending you the ordered products).

Cookie/Tracking Technology
This site uses cookie and tracking technology. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the site, and understanding how visitors use the site. Cookies can also help customize the site for visitors.

Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

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

Can I use content from this site?

If you want to use our content for any reason, please contact us. Normally we allow its usage provided you made proper links to the source. Unauthorized use is not allowed.

FAQ