Customer Support
Common Questions
Everything you need to know about our handcrafted Suar wood furniture and the journey from our workshop to your home.
Order & Process
Since all of our products are handcrafted to order, the process includes the following steps:
Step 1 — Order Confirmation: After receiving your order, we will reach out to confirm all the details. If you have any customization requests (size, color, style), please let us know at this stage.
Step 2 — Raw Stage: Once the shaping is complete, we will send you photos for review. At this stage, you will be able to clearly see the overall shape of your piece. If anything is not to your liking, you can request adjustments before we move forward.
Step 3 — Finishing Stage: The product will receive its protective finish coat. At this point, you will see the final color and surface appearance. We will send photos again for your review.
Step 4 — Final Approval and Shipping: Once you give your final confirmation that you are happy with the product, we will carefully package and ship it to you.
Product Details
Since we use 100% natural wood, each piece of timber will vary in color, grain pattern, and texture — no two pieces of wood are ever truly identical. Therefore, the finished product will look approximately 90% like the reference image.
Don't worry, we will keep you updated at both stages — the raw stage and the finishing stage — to make sure you are completely satisfied before receiving your order. This is also what makes each piece truly unique and one of a kind.
In reality, all products require some level of assembly:
Simple items like flat floating shelves only need a wall bracket to be mounted. However, products with more complex designs such as tree bookshelves or sculptural table bases will require more assembly steps — because shipping them pre-assembled could cause damage or breakage during transit.
For these products, each piece is crafted in modular sections using seamless wood joinery, making them both easy to assemble and visually unified once put together. Please note that this may not apply to floating shelves or solid-slab tables, which are typically delivered as a single piece.
Rest assured, every product comes with all necessary hardware including brackets, fittings, and screws to make assembly as simple as possible. If you need any help, don't hesitate to contact the CITA customer support team.
We use Suar Wood (also known as Monkeypod or Rain Tree Wood) — a tropical hardwood with beautiful grain patterns, high durability, and natural charm.
We chose this wood because it offers a rustic yet elegant look, making it perfectly suited for home decor. Suar wood features warm tones and natural swirling grain patterns that create a welcoming, open feel and bring an effortless sense of sophistication to your living space.
Absolutely. Our default finish is high gloss. However, if you prefer a matte (completely flat), satin (soft natural sheen), or semi-gloss (medium shine) finish, simply let us know when placing your order and we will adjust it for you at no extra cost.
Care & Policies
The wood is thoroughly treated before processing, and during the finishing stage, a protective coating is applied to the product. This gives the furniture excellent resistance to termites, strong durability, and effective water resistance.
If you need a higher level of water protection (for example, for bathroom use or outdoor placement), please contact us before the product reaches the finishing stage so we can adjust the coating accordingly.
Natural wood is extremely durable, and small cracks that may develop over time will not affect the quality or structural integrity of the product.
In fact, in many countries around the world, natural wood cracks are considered a unique and beautiful characteristic — a mark of authenticity that adds character and story to each piece. Many customers actually appreciate these natural imperfections as they make the furniture truly one of a kind.
If you prefer to fix them, the solution is very simple: just use wood glue or wood filler wax, and you can easily repair them at home.
Because each piece is custom-made to your specifications, we are unable to accept returns once production has begun. Every item is handcrafted from natural wood and created specifically for you, making it unique and non-returnable.
To ensure transparency and peace of mind, we provide progress photos at each major production stage, helping you visualize how your final piece will look before it arrives. This allows adjustments (if possible) to be discussed early in the process.
Refunds are only considered in special circumstances, such as significant structural defects or issues agreed upon by both sides. Our team will always work closely with you to ensure your finished piece meets the quality and craftsmanship you expect.