Refund policy

Last updated: 03/03/2026

Thank you for shopping with us. We want you to love your purchase, and we’re committed to providing a clear, fair, and transparent return experience. Because our products are made‑to‑order and fulfilled by trusted production partners, please review the policy below before placing your order.

 

1. Order Cancellations

Orders may be cancelled within 12 hours of purchase.
After this window, production may have already begun, and cancellation cannot be guaranteed.

 

2. Final Sale Items

All products in our store are Final Sale due to their made‑to‑order nature.
We do not accept returns or exchanges for:

  • Wrong size ordered
  • Change of mind
  • Incorrect shipping address
  • Items not fitting personal preferences
  • Color/style preference changes

Please review size charts and product details carefully before ordering.

 

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, we will replace it at no cost to you.

To submit a claim, please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and packaging

Once verified, we will issue a free replacement or a refund, depending on the situation.

 

4. Lost or Stolen Packages

If tracking shows your package as delivered but you did not receive it, please contact the carrier first.
We are not responsible for packages marked as delivered, but we will assist where possible.

If a package is lost in transit (never marked delivered), we will send a free replacement.

 

5. Refund Eligibility

Refunds are issued only for:

  • Damaged or defective items
  • Incorrect items
  • Lost‑in‑transit orders
  • Orders cancelled within the 12‑hour window

Refunds are processed back to your original payment method.
Please allow 5–10 business days for your bank to complete the refund.

 

6. Exchanges

Because items are produced on demand, we do not offer exchanges for:

  • Size
  • Color
  • Style

Please double‑check size charts and product details before ordering.

 

7. Return Shipping

If a return is required for a damaged or incorrect item, the customer is responsible for providing return shipping unless otherwise stated.
We will provide instructions if a return is necessary.

 

8. Supplier Return Requirements

Some items may require returning the product to the original fulfillment location before a refund can be issued.
If this applies to your order, we will provide clear instructions.

 

9. Contact Us

For questions or support, please reach out to us at:
📧 lafamiliagutierrez.shop@gmail.com

We’re here to help and will respond as quickly as possible.