Frequently Asked Questions
Got questions? We've got answers!
Our Frequently Asked Questions section is a page designed to help you understand more about Maya Lumber, our sustainable products, and our practices.
General Information
How do I care for my wood products?
Regular Cleaning
Dust Regularly: Use a soft, dry cloth or a feather duster to remove dust particles. Avoid using harsh or abrasive materials that could scratch the wood.
Mild Cleaning: For more thorough cleaning, use a slightly damp cloth with mild soap. Wipe in the direction of the grain, and immediately dry with a clean, soft cloth to prevent water marks.
Avoiding Damage
Protect from Water and Heat: Keep wood products away from prolonged exposure to water and direct heat sources to prevent warping and cracking.
Use Coasters and Mats: Always use coasters under beverages and mats under hot dishes to protect the wood surface from moisture and heat.
Maintaining Finish
Polishing: Occasionally polish wood surfaces with a suitable wood polish to enhance their shine and provide a protective layer. Always test the polish on a small area first.
Waxing: Applying a quality wax can offer additional protection and give a beautiful luster to the wood. Waxing once or twice a year is usually sufficient.
Managing Humidity and Sunlight
Control Humidity: Too much humidity can cause wood to swell, while too little can cause it to crack. Try to maintain a consistent humidity level in your home.
Limit Sun Exposure: Prolonged exposure to direct sunlight can fade and damage wood. Use curtains or blinds to protect your wood products from excessive sunlight.
Dealing with Spills and Stains
Immediate Action: Clean spills immediately to prevent staining. Blot the spill gently rather than wiping to avoid spreading the liquid.
Stain Removal: For tough stains, consult a professional. Avoid using strong cleaning agents which can strip the wood of its natural oils.
Where is the product made?
Our wood originates from the certified, sustainably managed jungles of Mexico, ensuring ethical and environmentally friendly practices. Each piece of wholesale plank & furniture is designed and crafted in the same region, marrying traditional craftsmanship with modern design. This approach supports local artisans, reduces our carbon footprint, and guarantees high-quality, eco-conscious products for your home.
What are the eco-certifications and standards?
Maya Lumber is committed to sustainable and responsible sourcing of wood. They adhere to various eco-certifications and standards to ensure their practices meet high environmental, social, and economic standards. The certifications mentioned on their website include:
FSC (Forest Stewardship Council): This certification ensures that forests are responsibly managed, encompassing environmental, social, and economic aspects.
PEFC (Programme for the Endorsement of Forest Certification): As a global alliance, PEFC promotes sustainable forest management through independent third-party certification.
ISO (International Organization for Standardization): This certification demonstrates adherence to global standards of quality assurance, manufacturing, and business operations.
Can I get a promotional code?
By subscribing to our email newsletters and following us on social media, you'll be the first to hear about any promotions we offer. Keep an eye out especially during special holidays or anniversaries, as these are prime times when you can expect exclusive deals and offers.
What payment methods do you accept?
We accept a wide range of payment options to ensure flexibility and convenience to customers worldwide.
These include major credit cards like Visa, MasterCard, and American Express, as well as other payment methods such as PayPal, Apple Pay, Google Pay, and various local payment options depending on the customer's location.
Returns & Refunds
How do I return a small item?
For small items such as table lamps, tableware, and accessories, we include a DPD free returns label inside all our UK mainland orders. Simply attach the pre-paid label to the front of your parcel and take your return to any DPD Drop Off Point.
For our customers outside of the UK, we do not offer a free returns service, so we ask that you use a fully tracked service with any reputable carrier.
Please note that Maya Lumber cannot accept responsibility for lost returns packages, so please keep hold of your proof of postage receipt to ensure that your return reaches us successfully.
How do I return a large item?
For our UK mainland customers, we can assist with organising your return for large items such as dining tables, dressers & beds with our shipping partner, Duo. This service is charged at £99.95 (members: £49.95) and will be deducted from your overall refund amount.
Please contact our support team with your order number and reason for return, and we can help arrange your collection.
For our customers outside of the UK mainland, we do not offer a collection service, so we ask that you use a fully tracked service with any reputable carrier.
Your goods must be in their original packaging (including labels, and unassembled) and in adherence with our return policy.
How can I apply for a refund?
We hope that you will be happy with your order.
However, if for any reason you wish to return something, you may do so, provided that the item(s) are unused and in perfect condition, complete with original packaging.
All returns must be packed with the original dispatch note. If your order is missing paperwork, or was packed into more than one box and you would like to return your whole order, please contact our support team
Please note, we're unable to process exchanges.
You have 28 days from receipt of your order to return an unwanted item to us for a full refund.
When will I receive my refund?
We aim to process your return within seven working days of receipt into our warehouse.
Your refund will be made via your original method of payment. It may take five to 10 working days for the funds to be reflected in your account.
Please note: returns are not processed over the weekend or public holidays.
How do I return a faulty or incorrect item?
If you have received a faulty or incorrect item, or have any feedback or concerns, please contact our support team directly.
Where possible, please also take clear photos to reflect the issue, so that we can resolve your query as efficiently as possible.
Need More Help?
If you don't find the answers you're looking for here, our customer service team is always ready to assist you further.