Do you have a physical shops or showrooms?
We do not have physical sales outlets or showrooms, so we are doing our bit to reduce our environmental impact.
What is The Masie?
The Masie is a company formed by people like you, passionate about design, art and innovation. Here you will find a wide variety of furniture in different styles, materials, models, colours and sizes.
How can I contact you?
You can contact our customer service department at [email protected] or by calling us on XXXXXXXX. Our opening hours are Monday to Friday from 8:30 am to 7:00 pm. You can also contact us through our official communication channels: Instagram, Facebook and Pinterest.
How can I place an order at The Masie?
1. Create Account/Login
First create an account at The Masie or log in (if you have not already done so). Then, in the "My addresses" section, enter an address where you would like us to deliver your order
2. Place the goods in your basket
Now it's time to fill your basket! First, select all the items you wish to purchase, choose the right colours and/or materials and add them to the basket. If you move your mouse over the basket icon in the top right corner of the screen, you will get an overview of the items you have selected. To access the basket, click on the shopping basket icon, there you will have the option to remove or add more items.
3. Continue with your purchase
Do you already have everything you want in your basket? Then it's time to check out! Click on the "Go to the purchase completion". With this step, your purchase is not yet binding, but simply begins the process of checking the order-relevant data.
Important: Remember to check the stock and availability of the products you want to purchase in the purchase breakdown. Products in stock are indicated as "In stock, dispatched in 7/10 days".
4. Shipment method
The delivery of the items purchased at The Masie will be carried out by the transport companies.
5. Payment method
Then select your preferred payment method. The Masie offers the following payment methods: credit and debit card, PayPal, Quick PayPal, KLARNA (pay in installments) or bank transfer.
6. Review
The order summary gives you the opportunity to verify all data. If you wish to make changes, or modifications to your order, you can do so in this step.
7. Finalise order
When you click on "Make payment", we will register your order. You will then receive an email confirming your order. The confirmation does not constitute an acceptance of your order, but serves to inform you that we have received your order.
Advice: If you change your mind about an item you have ordered, you can cancel it in your account or by contacting us as soon as possible at [email protected] or by calling us on XXXXXXXX.
8. Delivery
Once we deliver the order to our partner courier company, we will notify you by email so that you can track your order. Generally, delivery is made within 7/10 working days once the order leaves our facilities.
You will be able to track your order using the tracking link and tracking number that we will send you by email.
I want to check the status of my order.
To check the status of your order, you must log in with the account you used to place your order. Once logged in, you can check the status of your order in the "My Orders" section. Your order may be in the following statuses:
Once the order is on its way, we will send you an e-mail so that you can track your order once it reaches its destination. You will know the status of your order at all times.
How do I modify my order?
If you wish to cancel or modify your order, please contact us as soon as possible, before the order is collected from our facilities. Contact us by calling XXXXXXXX, our opening hours are from 8:30 am to 7:00 pm. If, on the other hand, the order has already left our facilities, you will have to wait to receive it in order to process a return.
How can I return my order?
You can process the return of your order on our website in the customer area in the "My orders" section. Select the order you wish to return and select the option "Return of goods". Indicate the reason for returning your order and complete the form. If you wish, you can also contact us at [email protected].
How do I know if a product is available?
You can check the availability of a product on the product page, below the price of the product. Availability can be indicated in the following ways:
-In stock, dispatch in 7/10 days
-In stock, shipment from xx/xx/xxx
-Reserve
The products indicated as "Reserve" are out of stock, you can request more information about a product that is out of stock at [email protected] or by calling XXXXXXXX.
How can I know the availability of a product that is out of stock?
Products out of stock are indicated as "Reserve, shipping from xx/xx/xxx". If you wish, you can purchase a product out of stock by making a pre-purchase. This way, when the product is available again, we will send it to you as soon as possible.
Do you make custom-made products?
We do not make products to measure. You can consult the different sizes, colours and materials available for a product in the product’s description.
How can I check the characteristics of a PRODUCT?
The characteristics of a product are specified in the product specification, below the product images.
What is the warranty on your products?
Products purchased from The Masie are covered by a 2-year guarantee period from the time of delivery, which covers possible manufacturing defects in the product, as well as any faults that may occur during this period. You can consult more information about the guarantee in the section general conditions > 10. Guarantee.
What payment methods are available?
At The Masie we offer you several payment methods, so you can choose the one that best suits your needs. Payment methods:
-Credit and debit cards.
-Paypal.
-KLARNA (pay in instalments)
-Bank transfer.
You can find more information about payment methods here.
How can I change the default address that PayPal has set?
To change the address that PayPal has set by default, you must cancel the order and place a new order with the correct address. You can cancel the order by contacting us as soon as possible by calling us on XXXXXXXX. If the order has already left our installations with the incorrect address, it will be returned to The Masie facilities and the shipping costs will be borne by the customer.
I want to ask for the invoice corresponding to my order.
You can download the invoice for your order from inside your login area that is named «Order History». If you have still not seen that the invoice has been uploaded, you can send an email to request it to: [email protected].
When will my order be dispatched?
All the products indicated on the website as "In stock" are shipped in 7/10 days, once the order leaves our facilities, except bulk orders or larger and more delicate products, which are shipped palletised and delivery takes 12 to 15 working days. Orders placed before 16h, may be shipped the same week, depending on the volume of orders (working days).
How much does delivery cost?
We ship from £ 24.99. The shipping costs are calculated automatically depending on the delivery address, the volume and quantity of the products in the order. You can check the total shipping costs in your basket before completing the purchase.
Which carrier will deliver my order?
At The Masie we work with the transport agencies DPD and DACHSER.
I can't see the tracking of my order.
Once the order has left our warehouse, you will receive an email with a link and a dispatch number with which you can track your order. You can also track your order on our website in the "My Orders" section.
Can I make changes to my order or cancel it before I receive it?
If you wish to cancel or modify your order, please contact us as soon as possible, before the order leaves our facilities. Contact us by calling XXXXXXXX, our opening hours are from 8:30 am to 7:00 pm. If, on the other hand, the order has already left our facilities, you will have to wait to receive it in order to be able to process a refund.
I want to delay the shipment of my order.
You can delay the shipping date of your order as long as the order has not left our facilities*. To delay the shipment, please contact our customer service, preferably by calling us on XXXXXXXX or by e-mail at [email protected]. If on the other hand the order has already left our facilities and you wish to delay the delivery, you can contact the transport agency.
*The Masie does not guarantee the availability of stock of the products purchased by delaying the dispatch of an order.
Do you ship to the Channel Islands?
No, we do not. Due to Customs strict paperwork restrictions, we do not currently send to Jersey or Guernsey.
Which European countries do you ship to?
We ship to: Spain (including Balearic Islands, Canary Islands), Metropolitan France (including Corsica), Italy (including Sardinia and Sicily), Portugal and Germany and of course Ireland.
If you want your order to be shipped to any of the following countries, you must do so through the corresponding website:
Spain (including Balearic Islands, Canary Islands)
France (including Corsica)
Italy (including Sardinia and Sicily)
If you wish to place an order to another country not specified in the above list, please write to [email protected] to check shipping availability.
Does the shipment include the door to door delivery service?
The door-to-door delivery does not include delivery up to your flat or with entry to your home.
Is the furniture already assembled?
No. There are certain products in our catalogue that do not require assembly. To find out if a product requires assembly, you can consult the product sheet in the section "Assembly required: Yes / No".
What happens if I am not at home when the order is delivered?
The carrier will make up to 2 delivery attempts, informing you by email of the delivery date of your order and also of any delivery attempts and/or delivery incidents. If after these 2 attempts the package cannot be delivered, it will be returned to The Masie facilities. Once we receive the order back at our facilities, we will notify you by email. The customer will be responsible for the costs of withdrawal.
Can I choose the delivery time?
You cannot choose the specific time of delivery when placing your order. Once you have the tracking number of your order, you can contact DPD (www.dpd.co.uk/service/ // https://dpd.ie/tracking ) or DACHSER (https://www.dachser.co.uk/en/index // https://www.dachser.ie/en/index ) if you wish to change the day of delivery.
I have received a damaged or defective product, what should I do?
If your order has arrived damaged or defective, you must notify us within 48 hours of receiving it by sending an email to [email protected]. In order to process the incident, you must attach photographs and/or videos showing the damage to the product. We will also need you to indicate the order reference number, to enable the after-sales service to provide you with a solution as soon as possible. In order to process the incident it is essential that you keep the original boxes, packaging and labels, otherwise, we will not be able to process it.
The product is not what I expected, how can I return it?
We accept the return of our products (withdrawal of the purchase), as long as 14 days have not passed since the reception of the product and as long as the product is in the same condition in which it was delivered. In order to process a return you must keep the instructions, documentation, accessories (nuts, bolts and keys) and original packaging. Also, we need you to send us photos of the product before and after packing for its return. The packaging and photos are essential to process any cancellation.
The full amount of your order will be refunded, except for the withdrawal costs. The customer will be responsible for these costs. Once the product has been received, The Masie will proceed to refund the amount of the purchase (credit) or a voucher for the next purchase.
If you would like to request more information, please contact us at [email protected] or call us on XXXXXXXX.
Are returns free of charge?
When you request a return, the amount of the order will be refunded, except for the withdrawal costs. You can consult the amount of the withdrawal costs at [email protected]
Can I request a refund for the return of my order to another card or payment method?
No, the refund will be made using the same payment method you used to make the purchase.
I have not yet received my refund.
Once we have received the order back in our warehouse and verified that everything is correct, we will reimburse you within a maximum of 15 days. This period may vary depending on the payment method used or the particular conditions of your bank. If after these 15 days you still have not received the refund, please contact us at [email protected] or call us on XXXXXXXX.
How can I find out if the return has arrived?
As soon as we receive the returned items we will notify you by email.
I have forgotten my password.
In the login section, click on "Need help logging in, click here! Enter the email address you used to register on www.themasie.com and click on "Recover password", we will send you an e-mail with instructions on how to reset your password.
How do I change my account information?
Log in to the account with which you registered at www.themasie.com. In the customer area you can modify the information you need in the sections "My addresses" and "My personal data".
How do I unsubscribe from the Newsletter?
You can unsubscribe at any time by logging into any newsletter you receive and selecting the "Unsubscribe from my list" option at the bottom of the newsletter to unsubscribe.
How can I receive a commercial discount?
You can receive a 5% discount code for your first order, registering for our newsletter here. Remember to check your Spam folder if you see that you have not received your New customer discount code
How can I participate in your raffles?
Follow us on our Social Networks to not miss out on any of our raffles.
Do you do collaborations?
Yes, we do! Send us your proposal to: [email protected]
Where can I see more pictures and videos of your products?
Follow us on our Social Networks to know more about our products.