CAN WE HELP?
Looking for a gift? Do you love Dulce de Lana but don’t know what to buy?
We would love to chat with you! Write to us at firstname.lastname@example.org. We will respond to you shortly. Our business hours are Monday through Friday from 9 a.m. to 5 p.m. CST.
HOW DO OUR SIZES WORK?
Look for our size guide. Each baby is different and unique, and there is no universal size reference, but our fabrics are very elastic. You will realize that most of our designs will last longer than indicated in each age range, although of course we recommend that if your baby is large you buy a size above their age range. If you do not know what size to buy, write to us. We will be happy to guide you.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all credit and debit cards and transfers via Stripe and PayPal. You can find our payment policies here.
HOW SOON WILL I RECEIVE MY ORDER?
Your order will usually be processed and shipped within 48 hours. In times of higher volume of orders, the process may take up to 5 business days. We ship orders via Segmail in Mexico City and via DHL Express to the rest of the country. Standard shipping times may vary between 2-4 business days. International shipments can take up to 1 week. If you need to receive your garment sooner, contact us for an express shipping quote via email@example.com.
HOW MUCH DOES DOMESTIC SHIPPING COST?
For purchases up to USD 299, shipping costs are USD 25. On purchases over USD 300, shipping is free.
DO YOU DO INTERNATIONAL SHIPMENTS?
Yes, we do. For orders outside of Mexico, the shipping recipient will be responsible for any taxes or duties incurred. Unfortunately, we will not be able to mark merchandise as a “gift” or “no commercial value”. All international orders are considered final sales once shipped and are therefore not eligible for refund or exchange. USA & Canada: USD 25, Central America, Caribbean and South America USD 60, Europe: MXN USD 60 and Asia: USD 70.
WILL I BE ELIGIBLE FOR IMPORT TAXES, VAT OR OTHER TAXES OUTSIDE OF MEXICO?
Please note that we cannot estimate the total amount of taxes or duties that may be incurred upon delivery. Customers with shipping addresses outside of Mexico are responsible for all customs duties, import taxes, and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Refusal to pay duties will not return your package to Dulce de Lana and no refunds will be issued. Familiarize yourself with the obligations that your country imposes on imports, we have no control over these amounts and we will not be responsible.
DO YOU GIFT WRAP YOUR GARMENTS?
All our items are wrapped in our Dulce de Lana baby tote bag. A small, beautiful, and practical gift to thank you for your support and trust. We love using it for our little ones’ toys when traveling. When paying, you can indicate if it is a gift and also write an accompanying message. In addition, you can order our exclusive handmade gift box (25x15cm).
CAN I CHANGE OR CANCEL MY ORDER AFTER IT HAS ALREADY BEEN PLACED?
We process your order within the first 24 to 48 hours of receiving it. If you haven’t received confirmation that your order has shipped, you can adjust your order. Contact us by email: firstname.lastname@example.org. Once your order has been shipped, you can exchange or return it. Our return policy can be found here.
HOW DO I TAKE CARE OF MY FABRICS?
Our care guide can be found here.
WHAT IS YOUR RETURN POLICY?
Our return policy can be found here.
I KNIT. HOW CAN I BE PART OF THE TALENT TEAM?
Write to email@example.com