Política de envío

ORDER PROCESSING TIME:

Luz y Tierra is a family-owned business, working to diligently and efficiently fulfill orders your order. Due to high demand, orders may need 3-14 business days to process and ship. 

We do our best to meet these shipping schedules, but cannot guarantee them. Actual delivery time will depend on the postal service. Once the package is scanned by the post office Luz y Tierra has no control over how long the package will take to arrive. We are not liable or responsible for any delays, re-routes, or failed deliveries of your package. 

Lost or Damaged Items During Transit

We take great pride in packaging your orders securely, but occasionally, items may be lost or damaged while in transit with our shipping carriers. We understand that this is frustrating, and we are committed to ensuring you receive your order in perfect condition.

Our Commitment to You:

  • Replacement or Refund: In the event that your order arrives damaged or is confirmed lost by the carrier, we will always replace the damaged item(s) or issue a full refund for the lost order. Your satisfaction is our top priority.

How to Report a Damaged or Lost Item:

To help us expedite the resolution process and ensure you receive your replacement or refund promptly, we require your assistance with a short online claim form directly with the shipping carrier. This step is crucial for us to successfully process your replacement or refund and to hold the carrier accountable.

Steps to Take:

  1. Contact Us Immediately: Please notify us within 5 business days of receiving a damaged item, or within 10 days of your expected delivery date if your order has not arrived. You can reach our customer service team at orders@luztierra.com
  2. Provide Details: When contacting us, please provide your order number, a description of the damage (if applicable), and clear photos of the damaged item(s) and packaging. For lost items, please confirm your shipping address.
  3. Complete the Carrier Claim Form: Our customer service team will provide you with a direct link to the shipping carrier's online claim form. This form typically takes only a few minutes to complete. We will guide you through the process and answer any questions you may have.
  4. Replacement/Refund Process: Once you have completed the carrier claim form and we have verified the details, we will immediately process your replacement order or issue a full refund to your original payment method. You will receive an email confirmation once your replacement order has shipped or your refund has been processed.

Please Note: Your prompt completion of the carrier claim form is essential for us to resolve the issue efficiently. Failure to complete the claim form may delay or prevent the processing of your replacement or refund.

INTERNATIONAL ORDERS: CUSTOMS AND IMPORT TAXES:

Buyers are responsible for any customs and import taxes that may apply. Luz y Tierra is not responsible for delays due to customs.

 

EXCHANGES

Due to the made-to-order nature of our products, we generally do not accept exchanges or returns.  However, we understand that situations may arise.  If you have a question or concern about your order, please get in touch with us at [orders@luztierra.com].  We'll be happy to review your request on a case-by-case basis and work towards a satisfactory resolution.

RETURNS

We do not accept returns. There are some exceptions, contact orders@luztierra.com for more information. If your return is accepted, you will be responsible for covering all costs of returning any items to Luz y Tierra. Remember: We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting. We do not accept responsibility for items that fail to arrive with us.

The reason behind not accepting returns is due to the nature of our handmade items. Items are made on a "made to order" basis, meaning the various artisans and the Luz y Tierra team are on predetermined timelines and are fulfilling based on demand.

SALE ITEMS & GIFT CARDS 

Unfortunately, sale items and gift cards are not eligible for return or refund.

For questions, you can contact us at info@luztierra.com or orders@luztierra.com