LatinMocha International LLC is committed to 100% customer satisfaction! If you are dissatisfied with your purchase, we want to quickly correct the problem.
We usually process orders within 3 days of receipt, or up to 5 days for customized/personalized items. Please be aware that shipping/delivery schedules are different from processing times; delivery of your order is dependent on the shipping type selected at checkout and/or the delivery carrier. You'll be provided with tracking information once your order ships.
Returns and Exchanges
- You must first email firstname.lastname@example.org within five (5) days of receiving your item, with your order number AND the reason for requesting a refund or exchange. Please allow 24 - 48 hours for a reply. [PLEASE NOTE: Our normal working hours are Monday - Saturday, 9am - 6pm. On Sundays, we totally unplug from all business matters, so please factor this into our request to allow 24 - 48 hours for a reply.]
- We will review your claim and process a return or issue an exchange at our discretion.
- Requests for refunds/exchanges will not be accepted after 5 days of delivery date.
- Items must be unworn, unwashed, free of stains, makeup, deodorant, or wear and tear.
- Please follow all care instructions. We are not responsible for improper care.
- Refunds will be issued by the method purchased. If the item is no longer available for an exchange, we will provide you with a refund or an E-credit.
- If you believe your item was damaged in shipping, or you received the incorrect item, you must contact us within 2 days of delivery and we will work with you to quickly resolve the issue.
We do not not issue refunds or exchanges for the following items:
- Merchandise marked as "Clearance" or "Final Sale"...no exceptions!
- Customized items such as Name or Country customizations. However, if you believe there was a manufacturer error in the requested customization (i.e. wrong name or country), contact email@example.com immediately. We will review your claim and process a refund or exchange at our discretion.
- Shipping fees are non-refundable. Because we offer either free or reduced shipping upfront, we do not provide prepaid return labels. You are responsible for return shipping costs and may use the carrier of your choice. However, if you are returning an item we shipped in error, or is proven defective from our manufacturer, we will refund you up to the original cost to ship from us to you (no overnight or rush) when we issue the refund. If it's an exchange, we will credit your account or refund for a standard shipping cost when we re-ship your item.
LatinMocha International LLC
P.O. Box 666
Sugar Land, TX 77487
Processing your Return/Exchange
- We are not responsible for returns/exchanges until they reach our office.
- You will receive an e-mail confirmation once your return is received.
- Returns are processed within 5-7 business days after your item(s) are delivered to us, depending on the request and approval.
- NOTE: We are not liable for any return packages that may become lost or stolen in-transit to us. Please keep your proof of postage and/or return tracking number when shipping back your returns in the event you need to file a claim with that courier.
- You must cancel an order within 24-hours of placing the order. Once an order is already in process, you may be charged a cancellation fee.
Lost, stolen or misdelivered merchandise
- We do not take responsibility for lost, misplaced, stolen or incorrectly delivered shipments if the courier has confirmed delivery to the shipping address you provided, or if the shipment was lost, misplaced or damaged in transit by the courier. You will need to file a claim directly with that courier (not with us) if you want to dispute their confirmed delivery or lost-in-transit status.
Thanks for being a valued customer and we hope to promptly address your concern!
Covid-19 Update: Your Safety and Satisfaction is our Top Priority!
Due to Covid-19, additional safety measures have been implemented in fulfillment and distribution centers worldwide...ours included. Those measures, added to an increase in online sales, have resulted in delays in production and shipment. We appreciate your patience and understanding as we work hard to safely ship your items.