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Things to Know

Washing Instructions

Washing Instructions

All our products are made with high quality materials that require special care by the customer to keep them in excellent condition and look like the first day you bought them!

All garments without exception should be washed by hand in cold water, with mild detergents. We do not recommend using chlorine bleach. Hang and dry in a room with natural light.

We highly recommend kitchen items such as mugs, plates, vases, cazuelitas, etc to be hand washed. 

The finishes on the handmade jewelry vary. We do not recommend submerging in water. 

The outer part of our handmade shoes are natural leather, so they will stretch to form your foot over time. 

If any other questions, please feel free to email us at hola@guelaguetzadesigns.com 

 

Shipping Fees

 

 Shipping Rates

The cost of each order depends on the weight and dimensions of the box. The cost will be calculated at check out for domestic shipments in the US. If you need an international quote please send us a message. 

For any  worldwide or custom orders please send us an email with your inquiry.  

Buyers are responsible for any customs and import taxes that may apply.
Please keep in mind we are not responsible for delays due to customs.

All orders ship 48 hours after order is placed. If you require any expedited services please reach out to us via email at Hola@Guelaguetzadesigns.com to discuss your requirements. 

Any additional questions please email us at Hola@Guelaguetzadesigns.com

 

Damage Items

 

Damage Items 

Quality is very important to us. We have quality procedures to make sure you receive an item in perfect conditions. 

If you receive an item not up to our standards, please contact us no more than 5 days after receiving the order to assist you. Any reports after 5 days will not be considered. Please include your order number and pictures of the damage. 

Please keep in mind sometimes orders are damage during transit, such damages are outside of our control. We can certainly help you to open a claim to either get a replacement or issue a refund for such damages. Any damages must be reported no more than 5 days after package was delivery. Anything outside of this time frame will not be considered. 

To open a claim with the carrier we will need the following:

-Picture of the damage item (s)
-Picture of the inside of the box showing the proper packaging
-Picture of the outside of the box, specially if you see any mishandle signs by the carrier

Claims take from 7-14 days. Once claim is approved, we can ship the replacement or issue a refund. 

SOMETIMES CARRIERS ASK TO COLLECT DAMAGED ITEMS, PLEASE DO NOT DISCARD ANY OF THE DAMAGED ITEMS OR PACKING MATERIALS UNTIL CLAIM IS COMPLETED.

Only orders shipped with UPS or Fedex qualify for claims. Anything shipped First class does not have insurance and we are unable to assist with any claims with USPS. 

Any questions, please email us at Hola@GuelaguetzaDesigns.com

General FAQ's

Custom and personalized orders
We can customize some items, please send us an email about your inquiry at hola@guelaguetzadesigns.com

Sizing details
We add measures and details to the listing. If you don't see this information please reach out via message.

Care instructions

Washing instructions are included with your order. We highly recommend hand wash for most of our items, unless the description of such item says is microwave and dishwasher safe. 

Wholesale availability
We do offer wholesale prices, please send us a message with item name, quantities, required date and zip code. We highly recommend to check out Wholesale FAQ's in this link. 

The item didn't fit, can I exchange it?
Yes, we are happy to help you with an exchange. Buyer is responsible to cover shipping fees to get the item back and also to ship the replacement.

My order shows delivered, but I didn't receive it. What should I do?
We recommend to first check with neighbors to see if the mailperson misplaced the package. If you are unable to find it, next step is to check with your mailperson and local post office. They should be able to help you out as the carrier is fully responsible for the package once the seller handles the package to the carrier.

Keep in mind if you selected FREE SHIPPING any orders less than $35 will not be insured, in case of any loss or damage and we will not be able to submit a claim in your behalf. 
USPS- Priority services and other carriers has insurance of up to $100, if the order is over $100 we highly recommend to pay additional insurance to cover any loss/damages.

My order was return to the seller, what are the next steps?
We will contact you as soon as the package returns to us. If the buyer entered an incorrect address, we will need to collect shipping fees again in order to ship the item back.

If seller is unable to collect shipping fees, we will cancel the order after 3 failed contact attempts and we will charge 30% re-stocking fee.

I'm ordering multiple fragile/bulky items and my shipping rate is higher than expected, what should I do?
Send us a message via email at shipping@guelaguetzadesigns.com with a screenshot of your cart and zip code, sometimes we are able to get a better shipping rate with other carriers. 

Return Policy

 

Returns

No returns, only exchanges.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging and shipped back within 5 days you received the order.

Custom orders are final sales, no exchanges.

Additional non-returnable items:

Gift cards

Sale items (if applicable)

Only regular priced items may be exchanged, unfortunately sale items cannot be exchanged.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at Hola@guelaguetzadesigns.com to provide approval and shipping address.

You will be responsible for paying for your own shipping costs for returning your item for an exchange.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Any questions, please email us at Hola@GuelaguetzaDesigns.com

Wholesale FAQ's

Do you have a wholesale Catalog?
We don't have a wholesale catalog, we can do wholesale on any product from our current website and we can also get you any item made in Mexico. We just need a picture of what you are looking for! 

What Discounts do I get for wholesale?
We offer from 15-50% discounts. Discount will be based on your quantity you require. 

Is there a minimum quantity to consider wholesale?
We consider wholesale 12 pcs of the same item/color. However, we are always open to work with new entrepreneurs who are starting their business and work together to make sure you have a great selection of items based on your needs.  

Can you customize wholesale orders?
Yes, we can certainly do customization for any order. Please send us all details via email at hola@guelaguetzadesigns.com 

What is the minimum quantity for custom orders?
MOQ (minimum order quantity) varies depending on the type of item you require. 

What is the lead time for wholesale orders?
Lead time varies depending on the item and quantity you require.

Do you offer free shipping for wholesale orders?
As you can see, we offer great prices for customers. Due our low margin, we are unable to offer you free shipping for wholesale order, but we can certainly get you a discounted shipping rate for your order. 

What is the process to pay for wholesale orders?
Once we agree on the final order, we send you a link to pay via email. You can pay with your credit card or PayPal. Once the order is paid, we submit the order to the workshop and ship once items are ready. Lead time stars after the order is paid. 

Do you have additional questions? Please send us an email by using this link! 


Lead Safe and Health Concerns

Our earthen pottery products are made from clay. It’s crucial to address an important aspect of earthen products: the clay used in their creation may contain lead. While lead is a naturally occurring element, its presence in pottery raises valid concerns to be harmful to your health.

Our earthen pottery products are designed with your well-being in mind. We prioritize lead safety by adhering to strict manufacturing guidelines to meet regulatory standards from the FDA.

To mitigate the risk of lead exposure in food and beverage service we have implemented a policy that requires our suppliers to test their products for lead content. This is not just a precaution; it’s an essential part of our commitment to providing lead-safe products that meet established safety standards and do not expose users to unsafe levels of lead.

When it comes to using our products for cooking, precision is key. It's crucial to adhere strictly to the detailed curing instructions. Failure to do so, can have serious implications for your product's longevity and safety.

Safety should always be your top priority. If you have any reservations about the lead content in these products, you should refrain from using them; it's a consumer's responsibility.