Refund policy

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. 


RETURNS 

Given the unique, made-to-order nature of our handmade items, we do not accept returns. Each piece is crafted by artisans based on demand and predetermined timelines, making it challenging to accommodate returns.

Please contact us at orders@luztierra.com to discuss your specific situation.

If a return is accepted, you will be responsible for all return shipping costs. We highly recommend using a trackable shipping service and retaining proof of postage, as we cannot be responsible for items that do not reach us.

SALE ITEMS & GIFT CARDS 

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

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 10 business days of receiving a damaged item or within 10 days of your expected delivery date. 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.

Please Note: that due to the handmade nature of our products, minor imperfections such as slight variations in color, texture, or size may occur. These minor imperfections are not considered defects and are not grounds for a return or refund. Luz y Tierra is not responsible for minor damages to items that may occur during shipping and handling.

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.

 

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