Frequent questions

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once the order has been sent, we will send you another email to confirm the expected delivery date, as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from the "order history" section of your account page on the website.

Can I change my order?

We can only change orders that have not yet been processed for shipment.

Once your order is in the "preparing to ship", "shipping" or "delivered" status, then we will not be able to accept any changes to your order.

To make changes to your order, please contact technical support.

Where are they sent?

We currently ship to Mexico and the United States.

For shipments outside of these countries, please contact our technical assistance service.

How long does it take to ship my order?

Once you have placed your order, it normally takes 24 to 48 hours to process it for delivery.

Below is the standard shipping time for the countries covered by our delivery partners. You can find them by choosing a delivery method before confirming your order:

- Mexico: 1-2 days

- United States: 3-4 days

2. Payment

What payment methods do you accept?

You can buy on our website with a debit or credit card.

We also offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can choose these payment methods at checkout.

In what currency will I be charged?

Currently we only support the following currencies to charge our clients in their local currencies: MXN AND USD

If your credit or debit card uses another currency, then you will be charged in MXN and USD depending on the website you are on. Your bank will apply the type of conversation corresponding to the currency you choose.

3. Shipping

Where are they sent?

We currently ship to the United States and Mexico.

For shipments outside these countries, please contact our support through our helpdesk.

How long does it take to ship my order?

Once you have placed your order, it normally takes 24 to 48 hours to process it for delivery.

Below is the standard shipping time for the countries covered by our delivery partners. You can find them by choosing a delivery method before confirming your order:

- Mexico: 1-2 days

- United States: 3-4 days

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped, we will send you another email to confirm the expected delivery date, as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from the "order history" section of your account page on the website.

What happens if I am not at home?

If you are not at home, a new delivery will be made the next day or the delivery partner will contact you to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered.

4. Returns

Do you accept returns?

We accept returns under the following conditions:

- The item must have been sold in our online store.

- The item should not have been worn in any way

- The request for return or exchange is made within 28 days of delivery

- The return is made within 14 days of the request for return or exchange

To request a return, please contact our support using our helpdesk.

Can I change an item?

We accept exchanges and follow the same conditions as returns

To request an exchange, please mention that you would like your item to be exchanged for another when preparing your return with our support.

Are returns free?

Returns within the United States are free. You can check the delivery document inside your package to organize your return.

Returns from outside the United States are the responsibility of the buyer.

Feel free to contact our support agents through our helpdesk for more details.

How long does it take to process a return?

Returns are confirmed within 14 days of receipt of the package in our warehouse.

Once the return is accepted, the refund, exchange or credit will be issued within 14 days of the acceptance of the return by our services.

5. Other questions

Do you have physical stores?

We currently do not have any physical stores under our brand. However, we have several distributors in Europe, the USA and Canada.

The full list of stores that resell our products can be found on our store location map.

Is there a guarantee?

We guarantee that any of our products manufactured by us and sold through our online store are free from defects. We will gladly accept any return or exchange request that results from a defective item as long as the following conditions are respected:

- The item must have been sold in our online store

- The item should not have been worn in any way

- The request for return or exchange is made within 28 days of delivery

- The return is made within 14 days of the request for return or exchange

If you have a return or exchange request as a result of a faulty item, please contact our support for more information on how to proceed.

Search