FAQ
Can't find the answers you are looking for? Please refer to the below FAQs, or we encourage you to directly contact us for more detail.
ONCE I BUY AN ITEM, IS THE TRACKING NUMBER PROVIDED ON MY ORDER(S)?
ALL of our orders are registered and will be provided with tracking number upon dispatch. Current status of each order can be referred to via our shipping partner, Thailand Postal Service (Thai Government owned logistic) + your local logistic carrier (once arrived in your destination country). For detail tracking instructions, please refer to our Tracking Guide.
IS MY PAYMENT INFORMATION SECURE?
Our payment transaction is partnered with Stripe. Via Stripe, all payment information provided are kept confidential given Stripe operates on a Secure Payment System (SPS) - a specialized infrastructure that ensures the safe processing and transmission of financial transactions, particularly in digital spaces, and is key for mitigating risks such as fraud and unauthorized access. For more detail, please visit Stripe.
CAN THE BAMBOO LAMP BE RESHAPED AFTER PACKAGING?
During shipping process, we may slightly reposition the bamboo lamp for the fitting of the packaging box. No worry, bamboo strips are generally durable and can withstand certain bend to it. Once the package arrives at your door and unpacked, you may water down the bamboo lamp as this gives back its original shape. After it is exposed to water, you may gently reshape the bamboo strips by gently pushing and flexing out the lamp. After a few minutes, this will help it return to its original shape.
NOTE: Only bamboo lamps can be exposed to water, not the lamp fixing accessories. For more assistance required, please get in touch with us.
HOW LONG IS THE SHIPPING TIMEFRAME? AND IS SHIPPING FREE?
We ship to most countries and all of our items are Free Shipping.*
Our processing/dispatch time is 1-3 days and we ship via Thailand Postal Service (to most destination). Shipping may vary upon different Regions but normally takes approx. 10-25 days at max (Standard Free Shipping). See further detail on shipping timeframe via our Shipping & Delivery guide.
Please note that both Standard Shipping and Express Shipping options are via Air Mail.
WHAT COUNTRIES/TERRITORIES ARE NOT ELIGIBLE FOR THE FREE SHIPPING OPTION?
Certain countries and territories include remote addresses in which are out of our shipping partner's scope and therefore requires additional shipping precautions. In most cases, such special shipping service will be handed over to DHL and extra shipping cost will apply. Please also note that allowable box dimensions also varies upon these countries/territories and thus may affect the size of the order (generally smaller size items).
Please get in touch with us, beforehand, if you are unsure on your destination country/territory being classified under this segment and we will check on the delivery eligibility for you:
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Canary Islands
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Cape Verde
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Cayman Islands
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Central Africa Region
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Falkland Islands
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Faroe Islands
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French Guyana
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Guernsey
HOW TO CONTACT US
For more assistance required, you may contact us at: home@monsoonvillagedecor.com
Our workshop address: Mahidol Road, Muang, Chiang Mai, Thailand 50100