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.
Return and Exchange Policy
LatinMocha International LLC is committed to 100% customer satisfaction! If you are dissatisfied with your purchase, we want to quickly correct the problem. Here is our cancellation, exchange and return guidelines:
- You may cancel an order at any time prior to shipment.
- 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.
- To request a return or exchange, email firstname.lastname@example.org with your order number to receive a return authorization. Please allow 24 - 48 hours for a reply. (If you believe your item was damaged in shipping, or you received the incorrect item, you must contact us within 3 days of delivery and we will work with you to quickly resolve the issue.)
[PLEASE NOTE: Our normal working hours are Monday - Saturday, 8am - 6pm. On Sundays, we totally disconnect from all business matters, so please factor this into our request to allow 24 - 48 hours for a reply.]
- Items must be unworn, unwashed, free of stains, makeup, deodorant, or wear and tear.
- Returns and exchanges will be accepted within 30 days of delivery date. Any online purchases between March 15, 2020 and May 15, 2020, will have 60 days to be returned/exchanged.
- We will issue a refund 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, which never expires.
- 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. In the event you are returning an item we shipped in error, we will refund you for the return shipping cost.
Mail your return items to the following address:
LatinMocha International LLC
P.O. Box 666
Sugar Land, TX 77487
- We are not responsible for returns until they reach our office, and we are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
- 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.
- If we are processing a domestic exchange, we will cover the shipping cost back to you. For international exchanges, you will be responsible for the cost of us shipping the item back to you.
Thanks for being a valued customer and we hope to promptly address your concern!