Shipping and returns policy
Your piece, accompanied to its destination
At Rostros Mexico we prepare each order with care, considering the materials, dimensions, and characteristics of the selected pieces. Before paying, you will be able to review the products, variants, discounts, shipping options, and the total of your purchase.
Shipping options and costs
Enter the delivery country and zip code to check the available options for your order. The cost is calculated considering:
- Selected products.
- Destination.
- Weight and dimensions.
- Type of service.
- Courier coverage.
Some products or promotions may include free shipping. When applicable, it will be clearly shown before confirming payment.
Estimated delivery times
During the purchase, the estimated time corresponding to the product, destination, and selected service will be shown. This estimate may include preparation and transit.
Factors such as extended areas, high demand seasons, weather conditions, courier incidents, or customs processes may modify the scheduled date.
Once the order is shipped, you will receive the available tracking information.
Preparation and protection
Each order is prepared according to the characteristics of the selected products.
Delicate pieces receive adequate protection for transit. Upon receiving your order, keep the packaging, shipping guide, and protective materials until you confirm everything arrived correctly.
🌍 International shipping
International options are shown for enabled products, countries, and destinations.
The buyer must review and cover any applicable taxes, tariffs, import charges, or customs procedures in the destination country, unless expressly indicated otherwise during the purchase. Customs times depend on the corresponding authorities and are not part of the time controlled by the courier.
Artisanal pieces and natural variations
Our collection includes artisanal products, unique pieces, limited series, and made-to-order items. Slight variations in color, texture, embroidery, finish, or measurement may be part of their elaboration process and the identity of each piece.
These characteristics are not considered defects when they match the product's nature and coincide with its description.
Before buying, carefully review:
If you need to confirm any detail, contact us before placing the order.
Final sale and voluntary returns
Due to the artisanal, limited, or personalized nature of our products, we do not offer voluntary exchanges or returns for:
- Change of mind after the applicable legal period.
- Incorrect choice of size, color, measurement, or variant.
- Not reviewing the description or dimensions.
- Previously informed natural variations.
- Personalized or made-to-order products.
- Items used, washed, altered, or damaged after delivery.
- Products returned without accessories, tags, or packaging.
This condition does not eliminate the mandatory rights that correspond to the consumer.
Right of revocation for online purchases
When Mexican legislation on distance sales is applicable, the buyer may communicate the revocation of their consent within five business days following the delivery of the product or signing of the contract, whichever occurs last. The request must be sent by a verifiable means.
In this case:
- The product must be returned complete and in the same conditions it was received.
- It must not show use, washing, alterations, or damage attributable to the buyer.
- It must include accessories, tags, and original packaging.
- Freight and return insurance costs will be borne by the buyer, according to applicable law.
- No product should be sent without first receiving instructions and the return address.
⚠️ Damaged, incomplete, or incorrect product
If your order arrives with visible damage, missing items, or a product different from what was requested, we want to resolve it with you. Keep the piece, packaging, protective materials, and shipping guide.
To expedite the process, contact us preferably within the first 3 calendar days after delivery and include:
- ✓ Order number
- ✓ Description of the problem
- ✓ Full photos of the product
- ✓ Photos of the packaging
- ✓ Photo of the shipping guide
- ✓ Contact information
When there is a defect, shortage, or error attributable to the fulfillment, the applicable solution will be offered according to the case and current legislation (replacement, refund, or compensation). The three-day period facilitates documentation with the courier and does not eliminate mandatory consumer rights.
How to request assistance
Write to [email protected] with the subject: Order assistance — [Your order number].
Do not send any product on your own. First, you will receive instructions, address, and necessary details for tracking.
Approved refunds
They are initiated after receiving and verifying the returned product. The refund goes to the original payment method when technically possible. International taxes and tariffs must be managed with the corresponding entity.
Cancellations before shipping
If you wish to cancel, contact us as soon as possible. We will check its status. Personalized products or those whose elaboration has already started may have specific conditions.
We are here to help
If you have questions about a piece, its measurements, variations, personalization, coverage, or delivery, write to us before buying.
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