Masha Haselレビュー 

Masha Hasel からの回答

2022年6月5日

Hi Natasha

Hope this finds you well and that you are having a good weekend.

Thanks for your feedback. We are very sorry your order did not arrived and was returned to us without notice to either you or us.

We reply to all incoming emails and messages in the order we receive them in. We receive all your messages back to back on the same day and replied to them all at the same time shortly after.

We wrongly assumed that no news being good news, not being contacted about your order meant everything has gone right and smoothly. Like you, we were not aware that the parcel had been sent back our way and therefore we're not able to give you any notice. Usually, we receive notice once the parcel is received at the warehouse.

Had we been made aware before or asked, we would have started an investigation straight away to get to the bottom of the issue. Please, note that once our parcels leave our warehouse, we do not have any control over what may happen along the way. Us and the carrier we use are two independent entities. We also have no way to predict anything that may happen along the way especially in the context of a pandemic, lockdown, COVID outbreaks and tropical storm grounding planes.

We understand your frustration. Yet, we have reacted to all your enquiries swiftly and investigated on your behalf just as fast over an incident we had not control over. A refund has been issued to your original method of payment and the funds may take up to 5 working days to arrive.

We are a small company that turned one year a month ago, with a small team, trying to navigate a very unstable world plagued by a pandemic. Sometimes, not only do we have to learn on the go or rely on our customers' patience, but we also are not able to control everything along the stages of an order processing and shipping.

We hope you have a great day.

Masha Hasel Team

Masha Hasel からの回答

2022年1月26日

Hi Rozelyn. I hope this finds you well. Thank you for your feedback. We are very sorry to hear you have not received your order. Delivery usually takes up to 12 business days as mentioned on our website. We have experienced some shipping delays due to carriers preparing and closing for the Lunar New Year, as some of our operations are based in China. Please, when experiencing delays in delivery, do get in touch with us at hello@mashahasel.com so that we are able to help you with your order. Apologies for the inconvenience. We hope you’ll still like your bag. Have a good day. Best. Masha Hasel Team.

Masha Hasel からの回答

2022年1月12日

Hi Raquel. Thanks for your feedback. We are sorry shipping took longer than expected. The run up to Christmas is always very busy for retailers and carriers so it may have had an impact on delivery. Do you mind emailing us to give us more details as per what you mean by "plasticky"? Best. Masha Hasel Team.

Masha Hasel からの回答

2021年12月29日

Hi Maricela. Hope this finds you well and Happy Holidays. While we appreciate all feedback, we would like to highlight that as per our previous email communication we reminded you that the bag in the color you received is exactly the color you ordered. You may refer to your order confirmation where it is all laid out. We also offered to send a replacement and have you return the bag, but we never heard back from you. If the bag was indeed defective, we would have provided a refund, but again, we received no additional communication from you after our last email. We advise that you always double check your cart before placing an order as to avoid ordering any products in the wrong color. We wish you a Happy New Year. Best. Masha Hasel team.