FAQs
Returns & Refunds – Frequently Asked Questions
How long do I have to return an item?
You have 14 days from the date of delivery to return an item.
What are the return conditions?
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Items must be in the same condition you received them—unused, unworn, unwashed, and in the original packaging (if applicable).
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Items that appear used, damaged, or not in original condition may be subject to a 25% restocking fee.
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Items must be properly secured and packaged for return shipping. We do not refund items that arrive damaged due to poor packaging.
Are there any items that cannot be returned?
Yes. The following items are non-returnable:
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Personalized or custom-made products
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Items marked as “Final Sale”
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Purchases made at a Pop-Event or Outdoor Market
How do I start a return?
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Email us at info@detierramadre.com with your order number and reason for return.
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Returns can also be made through our Create A Return tab.
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If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
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Items sent back to us without first requesting a return will not be accepted.
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Please note that a shipping and restocking fee will be deducted from your refund unless the return is due to an error on our part.
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Package your return securely. We are not responsible for damage caused by poor packaging.
What if my item arrives damaged?
Contact us immediately within 48 hours of delivery at info@detierramadre.com. We’ll assess the issue and make it right for you.
When will I receive my refund?
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Once we receive and inspect your return, we’ll notify you of approval and any applicable restocking fees.
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If approved, a refund will be issued to your original payment method within 5–10 business days.
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Original shipping costs are non-refundable.
Can I exchange an item?
We do not currently offer direct exchanges. If you need a different item, please initiate a return and place a new order.
Need help?
We're happy to assist! Contact us anytime at info@detierramadre.com.
