FAQ - Shipping, Payments & Returns

Are all products unique pieces?

Some pieces are unique and others are part of designs or collections that can be repeated. When a piece presents variations inherent to its crafting, such as differences in color, texture, embroidery, or measurement, we will indicate it in its description.

How can I learn about the origin and crafting of a piece?

Check the product description. There we share the available information about origin, materials, technique, measurements, and authorship. You can also visit Living Stories to learn more about the people, places, and knowledge related to our collection.

What happens if a product is out of stock?

Some pieces may become available again and others are not repeated. If you are interested in an out-of-stock product, contact us with its name or link. We will check if there is a restock, a similar piece, or an available alternative.

Can colors look different on screen?

We work to show colors and details as accurately as possible. The lighting of the photographs and the configuration of each screen may produce small differences. In handcrafted products, there may also be variations that are part of their making process.

How can I confirm the measurements?

Check the measurements indicated in the description before purchasing. If you need to confirm a dimension or compare the product with your space, write to us and include the link to the piece.

Can I request a customization?

Yes, you can share your idea with us before making the purchase. We will review if the customization is possible and inform you about availability, price, materials, and estimated crafting time.

➔ Request information about a piece

Is shipping free?

Some products or promotions may include free shipping. Others may generate a fee depending on the product and destination. The available options and applicable cost are shown before completing the purchase.

How do I check shipping coverage?

Enter the country and delivery zip code during checkout. The checkout will show the available options for the selected products and your location.

Do you ship within Mexico?

Yes. Enter your zip code during checkout to see the available options for your order.

Do you offer international shipping?

We have international options for enabled countries and products. Select your country and enter your delivery details to check availability, cost, and estimated time before paying.

When will I receive my order?

The estimated time depends on the product, its availability, the destination, and the selected shipping option. The corresponding estimate is shown during checkout. When the shipment is confirmed, you will receive the available tracking information.

How is my order prepared?

Each order is prepared according to the characteristics of the selected products. Delicate pieces receive adequate protection for their transport, ensuring they arrive in the best conditions.

How can I track my shipment?

When your order is shipped, you will receive the available tracking information by email. Keep your order number for any inquiries.

Can I change the address after buying?

Contact us as soon as possible with your order number and the correct address. If the order has not yet been shipped, we will help you update the delivery information.

What payment methods do you accept?

During checkout, you will see the payment methods available for your country and order. Before confirming, you can review the subtotal, shipping cost, applied discounts, and total purchase amount.

How do I know my order was confirmed?

After placing the order, you will receive your purchase information by email. The purchase is confirmed when the payment is approved.

Why does my payment show as pending?

Cash or bank transfer payments may remain pending while the amount is credited. When we receive the corresponding confirmation, the order status will be updated.

Can I pay in cash?

When this option is available, the checkout will show the participating establishments and instructions to complete the payment (available primarily in Mexico).

Do I need to provide a Tax ID (RFC) to buy?

No. The RFC and tax details are only necessary if you request an invoice (applicable in Mexico).

Do you issue invoices?

Yes. After purchasing, send your tax certificate, proof of payment, and order number to: [email protected]

Do you offer wholesale?

Yes. We serve boutiques, stores, hotels, restaurants, interior designers, decoration projects, corporate gifts, and other businesses. Availability, quantities, price, and conditions are defined according to the products and the needs of the project.

➔ More information about wholesale

What information do I need to request a quote?

Share the products of your interest, approximate quantities, delivery city or country, desired date, type of business or project, and estimated budget, when applicable. With this information, we will be able to prepare a more precise proposal.

➔ Request wholesale assistance

What should I do if my order arrives damaged, incomplete, or incorrect?

Keep the product and its packaging. Take clear photographs and contact us within the first three calendar days after delivery. Include the order number, a description of the problem, photographs of the product, and photographs of the packaging and shipping label. We will review the case with you and indicate the next steps.

Can I request an exchange or return?

Check our current policy to know the applicable conditions.

➔ Full shipping and returns policy

Can I cancel an order?

If you need to cancel, contact us as soon as possible with your order number. We will check its status and the available options before it is prepared or shipped.

What does it mean that my purchase supports?

Your purchase generates demand for the pieces that are part of our collection. Rostros Mexico makes recurring purchases from artisan families and participating workshops, recognizes the value of their work, and helps connect their creations with new audiences. We also work to document and share the people, places, techniques, and stories related to the products.

How can I learn the stories behind the pieces?

Visit Living Stories and check the information published on each product. There we share the voices, techniques, places, and memories that give identity to our collection.