Shipping & Returns

CURRENT DELIVERY DELAYS

We are working hard to get your order to you ASAP however Australia Post and courier services are experiencing delays due to the current impact of covid on staffing numbers.

How much will my order cost to send?

We offer free shipping on all orders within Australia over $100, and a flat rate of $10 for orders within Australia under $100. Orders are delivered within Australia via Australia Post, Couriers Please, Border Express and Startrack Express.

How long will it take to despatch and deliver my order?
Your order will be despatched from our warehouse in Byron Bay. We aim to despatch all available stock within 48 hours on business days. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Public holidays and busy shopping periods such as Black Friday/pre-Christmas may affect despatch and delivery times. Once your order has been dispatched, you will receive email confirmation.

Stock availability
Items may be occasionally temporarily out-of-stock or back ordered. Any delivery delay will be communicated to you at such a time as we are notified from our producers. Should any other unforeseen delay occur, we will make every effort to notify you in advance of delivery.

Does you deliver to multiple addresses?
We ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

Can I change my shipping address after my order has been dispatched?
We are unable to redirect orders once your items have been dispatched, however we can change your address before your order has been dispatched.

Can I add items to an existing order?
Be quick and we'll do our best to help you. It will depend on whether your initial order has been packed.

What if I require my order urgently?
Please make a note when you place your order, or contact us within an hour if you require your order urgently, and we will endeavour to prioritise it.

Can I return a product?
Please note that we strictly do not accept returns for a change of mind. We guarantee the products you purchase will be of high quality and will reach you in good condition. If you receive damaged or faulty goods, please contact us, with a photo of the product and details of the fault. Where the item is determined to be damaged or faulty, we will cover the costs of postage, otherwise shipping and handling charges are non-refundable.

Please note a minor variation in colour/product dimensions from those listed on the website is normal for handmade pieces. It does not constitute a fault and does not warrant a return.

We will accept a return for change of mind if contact is made with us within 48 hrs of receiving the item (excluding sale items). We offer credit, exchange or refund on such returns. A refund will be less a 20% restocking/processing fee plus the cost of return freight (we will arrange collection of any return). All credits, exchanges or refunds will be based on the value of the product only, excluding any related shipping costs.

We strictly do not offer returns/refunds on any sale or discounted items across the range.

Do I have to return my items in their original packaging?
Yes. Items should be returned in their original packaging to make sure they are protected in transit. Any tracking details must be emailed to us at the time of dispatch. We are not responsible for any returns that are lost in transit.

What method should I use for returns?
We recommend that items are returned to us via courier to make sure they are protected and insured during transit. However, you may return the goods by any secure means, and we request that you contact us at hola@mexicoartesano.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via courier.

What happens if I return my item late?
Items should be returned within 14 days of receiving your order. Returns outside this timeframe may be accepted at the discretion of Touch of México. Please contact us

How will I be refunded?
Your refund will either be credited to the original purchaser's credit card, or be returned to your Paypal account. We will exclude the cost of return (with the exception of faulty items); we deduct this to cover the cost of return delivery. Please note, due to the varying processing times of individual issuers, card refunds may take up to 10 days to appear in your account.

How do you classify faulty goods?
Goods are classified as faulty if they are received damaged, or where a manufacturing fault becomes apparent within 2 weeks of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange a faulty item, we can only replace it for the same product, subject to availability. Please refer to our Care Instructions for the best way to look after your product.

Please note some variation in colour/product dimensions from those listed on the Touch of México website is normal for handmade pieces and does not constitute a fault. Please allow a margin when making a decision for your space