Masha HaselReviews of mashahasel.com

Response from Masha HaselJan 26, 2022

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 [email protected] 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.

Response from Masha HaselDec 29, 2021

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.

Response from Masha HaselDec 29, 2021

Hi Peggy. Hope this finds you well and Happy Holidays. Thanks for your feedback. We are sorry you are unhappy with your experience with Masha Hasel. Because December is such a busy season for us, there may have been some confusion around your order, which explains why a tracking number was sent to you before the order was cancelled. When orders get cancelled, customers receive emails notifying them of the cancellation and explaining why it was cancelled, followed by an email confirming the refund of the order. If you did not receive such an email we are very sorry. It may have ended up in your spam folder. Again, we are very sorry for the inconvenience. Best. Masha Hasel team.