If for any reason you are not satisfied with your purchase, you can request a free return within 15 days of delivery of the items by following the steps below:
1.- To request a return, access the "Return Authorization" section by clicking here, or directly to "My Account" if you are already a registered customer on our site. To access the return request form, simply enter your order number and the email address used to place the order. Complete the online form with the requested information, including details of each item, the quantity of items you would like to return and the reason for the return.
2.- Attach the sticker received inside your purchase package, which includes our return shipping address, to the outside of the box. If you need an additional shipping label, please contact our Customer Service team.
3.- Inside the package you have also received a Return Proforma Invoice, complete it, sign a copy and place it inside the box. If you need a copy of the Return Proforma Invoice, you can download it by clicking here. If you wish to return your package from outside of Mexico, you must complete 4 copies of this document. These documents are required for customs clearance and must be delivered directly to the courier. Please call the courier service to schedule the pickup of your package.
Please contact us and we will give you a refund.
If you had any problems, please contact us via email. The refund will be made according to the method of payment used: (see below):
- PAYMENT BY CREDIT CARD: the refund will be credited to the same Credit Card used in the original purchase. The time required for the credit to appear on your account depends on your credit card bank.
- PAYPAL PAYMENTS: the refund will be visible in your Paypal account after 48 hours of receiving the email with the refund confirmation receipt.
We will reimburse you within 14 working days from the date your return reaches our warehouse. We will inform you by email. For orders cancelled prior to shipment, the refund will be made within 3 working days after the cancellation request has been processed.
If your order has been shipped to a country outside of Mexico, we cannot refund any taxes or customs fees: please contact your local customs office directly to find out how they can help you recover these costs.
Products purchased cannot be replaced and therefore, if you wish to change a purchased item, you may return the items following the conditions described in our Return Policy and submit a new order.
The arrival time depends on whether your order is domestic or international. We know that you want to have your pieces as soon as possible and we give our best to make it happen.
We have shipments to almost everywhere in the world and we offer different shipping options depending on the case. There will be no other charges at the time of delivery - just open the door and enjoy your order!
The shipping cost is included in all products, however, these may vary depending on the country.
Of course! We make sure that each of our pieces arrives at your door in one piece, carefully prepared.
Each one of our pieces is handmade and therefore unique and unrepeatable, you will be able to observe slight variations between one and the other.
We are working on it, but at the moment it is not possible.
Yes, if you have stayed with us recently, write to us at this email and we will send you your discount code. In the email, attach your date of stay and reservation code.
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Each of our treasures is created from organic raw material and enriched with techniques and procedures that make it durable and timeless. Your pieces, once you receive them, will last as long as you take care of them.