Customer Service

How can we help?

FAQ

Ordering

We ask that you review your order carefully, as it cannot be modified once submitted.
Once your order is placed, you will receive an email confirmation which includes your order number and total.

How can I place an order?

US domestic and international orders can be placed by signing up for an account or simply checking out as a guest. We accept all major credit cards and services such as PayPal, Amazon Pay, Apple Pay, Luxchilas e-gift cards, and pay in installments with Shop Pay powered by Affirm.

Can I edit or cancel my order?

Unfortunatelly we are not able to make changes to your order once it has been submitted. If for any reason you are not satidfied with the order, we can exchange it and give you a store credit once you return the item to us. Shipping costs are not refundable and return shipping costs are not covered.

Does Luxchilas sell gift cards?

E-gift cards may be purchased online and will be emailed to you right after your checkout. Once you receive the email you can forward to your recepient with your personalized message. E-gift cards are available in select amounts from $50 to $500 USD but you can add as many as you like to match the desired gift amount.

Do I have to pay tax?

We are required to collect sales tax in Florida.

Shipping

Due to current restrictions by our shipping partners, we are temporarily unable to deliver to Ukraine. We are closely monitoring the situation and will resume delivery when possible.

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of exchanges.

For domestic orders we partner with USPS, Fedex or UPS and for international orders with Fedex, UPS and DHL.

Complete shipping policy here.

Do you offer international shipping?

Yes, we ship to most countries. Shipping costs will apply, and will be added at checkout. We partner with Fedex, UPS and DHL for international orders.

Customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of your order and vary from country to country. Contact your local customs office for details.
Shipping laws are different in each country. It is your responsibility to check with your Customs office to verify whether the country to which you are shipping permits the shipment of your products. Luxchilas is not responsible for any direct, indirect, punitive, or consequential damages that arise from improper international shipping practices.

When can I expect my order to ship?

Orders placed Monday through Friday (excluding holidays) will be processed in the system immediately after they are received and will be shipped within 1-2 business days once credit card authorization and verification have been obtained. Orders placed on Saturday and Sunday will ship the next business day. Please note: Saturday and Sunday deliveries are not available.

How will I know when my order has shipped?

You will receive an email notification confirming shipment (be sure to check your spam folder).

Refunds, Returns and Exchanges

We do not offer refunds however we offer exchanges and store credits, please read below for more details.

Do you offer refunds?

Thank you for your support to our artisans! If you are not satisfied with your or just want to exchange size or color, please let us know so we can help. Unfortunately, we do not offer refunds just exchanges or online store credits of full-priced items. For merchandise returned within 15 days of the purchase date, a merchandise credit will be issued in the form of an e-gift card or discount coupon at the original selling price to be used on luxchilas.com. Items must be unworn, unwashed, in the same condition that they were received, and have original packing and tags. Shipping costs will be covered by the customer. If the 15 days have passed we are sorry we can offer neither an exchange nor a credit. We do not offer exchanges or store credits for sale items, custom items, altered items, cash and carry items, items bought in person at a trade show, trunk show, or any in-person event. Shipping is non-refundable and will be deducted from the credit. Orders do not qualify for free return shipping. Full refund policy here.

Process for exchanges

The exchange proces is very simple. The first step is to email us with a request as soon as possible with the order number and the request details. Please add pictures if there is an issue with the product. Once approved, you have two options. You can take care of the shipping process or you can let us send you a shipping label that you can print and add to a flat rate USPS box. Either way the customer is responsible for this cost. if you take care of the shipping you pay for the label and are responsible to send us a tracking number for the package or if we email you the shipping label we will deduct its value from the store credit and will already have a tracking number. Customer is responsible for the package and its contents until we receive it in our facility. Once we receive it and inspect it, we will issue a digital code that the customer can use online at luxchilas.com for the next 6 months.

What happens if I refuse a package?

If you refuse a shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Luxchilas. This amount will be deducted from your merchandise store credit.

Do you replace lost or stolen packages?

We are unable to replace or refund lost or stolen packages.

We recommend selecting a secure shipping location where someone is always present to receive deliveries. If you need to make a change to your info@luxchilas.com as soon as possible. We’ll make our best attempt to change your address as long as the package has not been shipped. We cannot reroute a package once it has left our facility nor will we cover the extra reocurring costs. Please make sure you provide us with the correct address at the time you place the order.

The risk of loss and title for all merchandise ordered from Luxchilas passes to the buyer when the merchandise is paid in full and delivered to the shipping carrier. However, if your package is missing, stolen, or lost in transit please contact us so we can assist you with your claim. While we’ll do everything we can to help you locate your package, we cannot refund or replace lost or stolen items.

Product Information

Are Luxchilas products handmade?

Luxchilas products are handmade and may vary in color, size, fit and finish, which is part of their natural beauty. The products are one-of-a-kind and variations are normal and expected. All products are hand woven by indigenous artisans from Colombia and some from around the globe.

How do I care for my Luxchilas products?

Wayuu Mochila Bags

Luxury and classic mochila bags: clean with a damp cloth the areas that have crystals and leather. The areas with only mochila cloth (usually the back of the bag) can be cleaned with a wet towel and tiny bit of mild soap. Rub the area to be cleaned, rinse the towel with only water, and then clean again the area to remove excess soap from the bag. Air dry.

Native mochila bags: original woven bags with no crystals or leather can be washed by hand or in the washing machine inside a mesh bag. Wash separately just in case the colors bleed. Air dry.

Straw Bags

Spot clean with a damp cloth and then air dry.

Maxi Earrings and Accessories

Spot clean with a damp cloth and then air dry. Be careful with perfumes and creams.

What do backorders mean?

COVID-19 has impacted our global supply chain, causing production delays. While we are working diligently to keep our product offerings in stock, at this time, you may notice some backordered items. You will receive an email if there are any changes to the status of your items.

When will products be back in stock?

On every product page you will find a "Back in Stock" form below the description where you can request information about the products. Just enter your email and the SKU number (our reference number) below the social media icons. You can even add a small note after the SKU number.

Our products are handmade and one-of-a-kind and we work in small batches. However from time to time we make different quantities of each in some mochila bag styles and some are very similar, so if we have some suggestions or we have some in stock that are not online, we will gladly let you know. Don't hesitate to contact us to check if some are being made at the moment. Also we make custom orders. info@luxchilas.com

Do you make custom products?

Yes, we do. We can customize most of the products in our collections. Let us know your request. info@luxchilas.com

Account and Rewards

Do I need to create an account?

You are not required to create an account to purchase on luxchilas.com, but it's reccomended because all your information will be available for your next purchases and to track orders. Plus you can start earning points that can be redeemable for cash!

If you would like to create an account just follow this link and you can add your name, email and password to enter a section where you can see all your account details and orders.

Do you have a rewards program?

Yea and it's easy to join. When you create an account you can start earning points! You also earn points if you follow us on Instagram, refer us to your friends and with every purchase you make. Then you can redeem these points to buy your beloved Luxchilas products with a code at checkout! It's that simple! Start earning today!

Wholesale, Corporate Gifting and Influencers

Thanks so much for your support to the artisans and their work. It's very important for us to spread the word about their beautiful products and the more we sell the more families we can help thrive.

Do you sell wholesale?

Yes we have special prices for retailers. If you are interested in carrying our brand in your store, we would love to get to know you better! Please fill out the wholesale application form and help us keep the indigenous traditions alive! After the application is received, we will review it and if your store qualifies, we will send you more information.

Can I buy corporate gifts?

If you don't have a store but are looking to buy large quantities of our products, we offer a discount for corporate gifting.

We provide a 20% off for purchases of 25 items or more on corporate purchases. These gifts are perfect to say thanks while you give back to our artisans. These gifts have been used for weddings, bachelorette parties, customer and partner gifts, brand activations and mailings, party favors, employee appreciation, holiday gifts, swim week events, press and influencer events, brand launch dinners and more! Please contact us wholesale@luxchilas.com for assistance in your next event.

Do you collaborate with influencers?

If you love our products and you think we are a perfect match with your brand and your followers will love us too, we would like to meet you!

We have collaborated with influencers in the past who were willing to help us spread the word about these beautiful products and the wonderful job the artisans are making.

If you are interested in a collab, we work on a gifting basis (details of the exchange will be discussed at the moment we sign the agreement.) We offer an optional commission based model opportunity where we give you your own promo code to share with family, friends and followers so they can get a 10% discount and you can get a 10% commission. This will be paid at the end of each month.

Send us your info to info@luxchilas.com and if you have a media kit don't forget to include it too!

We care about your privacy

What is Luxchilas privacy policy?

Please refer to the entire document here Privacy Policy

Does Luxchilas sell my personal information?

Do not sell my personal information CCPA

California Information: If you are a California resident, you have certain rights with respect to your personal information. Those rights and how you may exercise them are described in the link below. The fact that you have elected to exercise these rights will have no adverse effect on the price and quality of our products.

https://luxchilas.com/pages/ccpa-opt-out

What are Luxchilas terms of service?

Please find the complete Terms of Service here.

Stay connected!

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Earn points to redeem for cash when you create an account and with every purchase you make!

Get in touch

Have questions about your order, or a general enquiry?