Shipping, Exchanges & Returns Policy
We want your shopping experience to be clear and straightforward. Below you will find our terms and conditions regarding shipping, exchanges, returns, and refunds.
Shipping
Orders will be prepared and shipped once the corresponding payment has been received and confirmed.
Delivery times will depend on the destination address and the shipping carrier used. Once an order has been dispatched, delivery times may vary due to circumstances related to the shipping provider.
Customers are responsible for providing accurate shipping information, including full name, address, city, region, and contact phone number.
If an order is returned due to an incorrect address, the recipient being unavailable, or any other reason attributable to the customer, any costs associated with reshipping the order will be the responsibility of the customer.
Handmade & Personalized Products
Some of our products are handmade, personalized, or specially made to order. For this reason, slight variations in color, texture, finish, or arrangement may occur compared to the photographs displayed on our website. These differences are part of the handmade nature of our pieces and make each product unique.
For personalized, custom-made, or made-to-order products, exchanges or returns will not be accepted for reasons related to personal preference, including changes of mind regarding the design, color, size, name, text, or other elements previously requested or approved by the customer.
Before production of a personalized item begins, we may request confirmation of the design, text, measurements, or other relevant specifications. Once these details have been approved by the customer and production has begun, changes may not be possible without first evaluating their feasibility and any potential additional costs.
This does not affect the customer's applicable legal rights if the product is defective, damaged, or does not correspond to the agreed specifications.
Exchanges & Returns
If you wish to request an exchange or return, please contact us and provide your order number and the reason for your request.
Products must be returned unused, in good condition, and with their original packaging and accessories, when applicable.
Unless the product is defective, damaged, or there has been an error attributable to us, all shipping costs associated with an exchange or return are the responsibility of the customer.
The customer is responsible for sending the product to the return address provided when the request is processed.
Damaged, Defective, or Incorrect Products
If you receive a damaged or defective product, or an item different from what you ordered, please contact us as soon as possible and provide photographs that allow us to review the situation.
Once the issue has been verified, we will coordinate the appropriate solution in accordance with applicable consumer protection laws. When the issue is attributable to us, the customer will not be responsible for the shipping costs associated with resolving the issue.
Refunds
When a refund is applicable, it will be processed once the returned product has been received and inspected.
Refunds will be issued through the method agreed upon with the customer. Depending on the payment method or financial institution, it may take several business days for the refund to appear.
Original shipping costs are non-refundable when the return is made at the customer's discretion, except where otherwise required by applicable law or when the return results from a defect, damage, or error attributable to us.
General Terms
We reserve the right to reject returns of products that have been used, damaged after delivery, or are not returned in appropriate condition, without limiting any rights granted to consumers under applicable law.
These policies do not limit or replace any rights granted under Chilean Consumer Protection Law (Law No. 19,496) or any other applicable consumer protection regulations.