Cancellation
Our able team of artisans commences work 24 hours after you place an order and the payment is processed. However, if you wish to cancel an order, you can do so by contacting us (link).
As mentioned throughout, every piece of furniture in our store is handmade by our expert artisans. This means cancelling after the commencement of the manufacturing process results in a waste of costly wood and the priceless craft of our talented craftsmen. We, therefore, charge a cancellation fee equivalent to 25% of the initial order value if you cancel after manufacturing begins. However, we strive to make the cancellation process as smooth as possible for you. As the leading online furniture store, we at Masa Gaia are committed to providing the best possible customer experience, and our team will assist you at every step of the cancellation process.
Damages
Our products are packaged using industry-best standards to eliminate the risk of damage. However, in the rare event of damage, feel free to contact us by filling out our Contact Us form or sending a quick email with pictures of the damaged items at (insert email address).
Customer satisfaction is one of our core values, and if your product is severely damaged, we will get you a brand-new replacement at no extra cost. For minor damages, our skilled team will restore the product to brand new condition on our bill. Because all our products are made from priceless wood, we cannot promise a full refund, including or shipping charges refund. However, we are 100% committed to ensuring the safety of your purchase. Like the thousands of our clients from around the world, you will definitely love and cherish the product we make for you.
Order Progress Tracking
At Masa Gaia, we take customer feedback seriously. Using the cherished feedback from thousands of our customers, we have created a distinctive and user-friendly 24/7 interface called the Customer Service Portal. This amazing interface allows you to:
View & Verify the details of your order.
Monitor your order through the different phases of its fulfilment.
See numerous images of the exact item you ordered- before and after completion!
Please watch this video (link) to familiarize yourself with our revolutionary Customer Portal.
Shipment Tracking
Find peace of mind with the details courtesy of our automated email notifications once your order has left our facility. We also provide you with a tracking number and tracking details which is a convenient way of getting insight into your item’s status every step of the way. Orders are generally shipped via Sea.
Shipping and Delivery
Every piece of furniture in our store is unique and 100% handcrafted by our team of expert craftsmen. They spend long, hard hours meticulously and skillfully sculpting the pieces to give them a distinctive look. That is why our pieces stand out from the typical furniture sold in many retail shops.
It takes a short 8-10 weeks from the time you place your order to delivery. For custom orders, this can take up to 12 weeks. This includes Order Preparation, Strict Quality Assurance, Packaging, and Shipping by Sea by our freight partners to your doorstep.
For context, it takes over 16 weeks to have your order delivered by other solid wood furniture manufacturers. We strive to deliver your orders within the shortest time possible, and we can guarantee you a few weeks of waiting will be worth every penny! Every item is carefully scrutinized before shipping to ensure it is in optimum condition. We also require your confirmation and signature once you receive your item. In the unlikely event that your item is damaged, kindly indicate ‘damaged’ on the delivery receipt, and we will take over from there.
Shop with Confidence
The pieces you pick for your home décor reveal a lot about your personality. At Masa Gaia, we understand that you want to create a perfect home, and the pieces of furniture you pick express your desire to create the ultimate haven. “Home is where the heart is” is not simply a cliché at our company.
This is why we offer you a 1-year warranty that our products will stand the test of time and, most importantly, meet your expectations. When it comes to our products, we encourage you to judge the book by its cover!
Should you find fault in the quality or workmanship of our products, we promise to make the necessary repairs, adjustments, or complete replacement. Customer satisfaction is one of the core values that we proudly uphold. Our Rustic and Pierre Jeanneret furniture will not only meet your expectations but also exceed them by a country mile!