Q: What is the return policy?
A: We want our customers to enjoy an unforgettable shopping experience, therefore, our team is responsible for selecting the best products to guarantee a quality purchase.
As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.
Please note that direct unilateral product exchange is not possible due to limitations in the ordering platform, and we are not entitled to send out products on our own initiative.
Replacement is possible in case of an undelivered product due to shipment cancellation, after a direct personal consultation with an agent.
Our customers have the right to return the product within seven days. This term will expire on the 7th day of the day from the receipt of the shipment by the customer.
Please, acknowledge the following:
Do not request returns and refunds after expiry of the given term.
Do not request returns and refunds in Facebook chat or Instagram messages, Emails always have the priority.
You can return a defective product or order:
- a) In the unfortunate event that the product is defective
- b) The received product is completely different from what has been ordered
In this case, the customer has the right to receive a new product depending of the product availability. In case the product is not available, the customer will be refunded for the total amount.
Q: What are the conditions to apply for a change or return?
- No refund requests will be accepted after seven days for any reason;
- Return shipping costs are the customer's responsibility;
- We'll refund the payments in the same method that the original payment has been made;
- Refund or changes will be executed once we receive the tracking number from the customer as a guarantee;
- Items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return;
- After we have sent the refund confirmation to the customer, the refund can take 3~10 business days to reach customer’s account.
Please also note that we are not responsible for any return fees or returns that are lost or stolen while in transit.
Q: How do I return something?
A: Please follow the steps below:
- Contact us by email at email@example.com
- Provide us with your order number and a brief statement explaining the reason for return.
- Once your return is approved, you will be emailed within 24~48 hours.
- Once you are ready to ship your return, address your package to the shipping address you will be provided with your order.
- Use a trackable and insured shipping method to return your package, with your order number clearly printed on your shipping label.
- We will let you know the receipt of your return by email.
- Once your return is processed an confirmed, please allow 3~10 days for your bank to execute the refund amount to your account.