CUSTOMER SERVICE
Questions
How do you deliver? ​​
Derived from the PANDEMIC, all our packages will usually be delivered to the courier company 3 to 7 business days after receiving payment. Once they are delivered to the parcel, they are usually sent via FEDEX or iVoy and an email with a tracking code is sent and the delivery time will vary according to the parcel. Previously, packages were delivered immediately, after 2 or 3 days at the most. However, in recent months deliveries take a little longer, a phenomenon that is experienced throughout the world, since the request for parcel delivery services has increased significantly in recent months, which is out of our hands._cc781905 -5cde-3194-bb3b-136bad5cf58d_
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Shipping rates include handling and packaging fees as well as shipping charges. Handling fees are fixed, while transportation fees vary based on the total weight of the shipment. We recommend that you group your items in a single order. We cannot group two different orders separately, and shipping fees will apply to each of them. Your package will be shipped at your own risk, but special care is taken to protect fragile items. The boxes are spacious and the products are well protected.
How do I return a product?
As these are intimate use products, our return policy does not apply, unless the merchandise received has manufacturing defects, in which case the return policy lasts for 5 calendar days. If 5 calendar days have passed since your purchase, unfortunately we cannot offer a refund or exchange.
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To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in its original packaging.
There are several types of goods that are exempt from being returned, such as those that are intimate or sanitary goods.
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To complete your return, we require a receipt or proof of purchase.
Only regular priced (non-intimate wear) items will be refunded, unfortunately sale items cannot be refunded.
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You will be responsible for paying the shipping costs for the return of the item in case of a return due to size issues. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
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Do they make international shipments?​
We ship to all of Mexico and we also ship internationally, the delivery time of your product may vary from region to region and the demand for services that the parcel has.
What are the return policies?​
​Additional non-returnable items are gift cards.
Once your return is received and inspected, we will send an email to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will be applied to your credit card or original method of payment, or a method agreed upon by both parties, within a certain number of days.
If you still haven't received your refund, please check your bank account again. Then contact your credit or debit card company, it may take some time before your refund is officially posted.
Next step, contact your bank. It often takes a while before your refund is posted.
If you have followed all these steps and still have not received the refund, please contact us at guillermo@guillermoluna.shop
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We can replace items that are faulty or damaged. If you need to exchange it for the same item but in a different size, send us an email at
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Depending on where you live, the time it takes to receive your exchanged product may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your return.