Retours
At Tierra Cocida, we take great care with each piece—from creation to final packaging. However, if there’s ever an issue with your order, we’re here to help.
🛠️ Products Damaged During Transport
If you receive any damaged items, please notify us within 5 calendar days of receiving your order. To process the claim with the shipping company, we’ll need the following photos:
Photo of the outside of the box
Photo of the inside of the box
Photo(s) of the damaged pieces
Photo of the shipping label
Once we receive this information, we will assess whether a replacement or refund is appropriate. In many cases, we’ll replace the items at no additional cost.
🎨 Product Variations
Our products are handmade and hand-painted, so each one is unique. Slight variations in color, shape, or finish between items of the same model are normal. These are not considered defects, but rather part of the piece’s artisanal charm.
For this reason, we do not accept returns based on aesthetic differences or natural variations.
🔄 Other Return Reasons
If you need to return an order for another reason (order error, your own logistical issue, etc.), please contact us. We’ll assess the case and, if applicable, guide you through the return process. In such cases, the shipping cost will be covered by the customer unless the error was on our end.
⏳ Deadline for Claims
The maximum period to report any issue or request a return is 5 calendar days from the date of delivery. We cannot guarantee a favorable resolution for claims made after this period.
🛠️ Products Damaged During Transport
If you receive any damaged items, please notify us within 5 calendar days of receiving your order. To process the claim with the shipping company, we’ll need the following photos:
Photo of the outside of the box
Photo of the inside of the box
Photo(s) of the damaged pieces
Photo of the shipping label
Once we receive this information, we will assess whether a replacement or refund is appropriate. In many cases, we’ll replace the items at no additional cost.
🎨 Product Variations
Our products are handmade and hand-painted, so each one is unique. Slight variations in color, shape, or finish between items of the same model are normal. These are not considered defects, but rather part of the piece’s artisanal charm.
For this reason, we do not accept returns based on aesthetic differences or natural variations.
🔄 Other Return Reasons
If you need to return an order for another reason (order error, your own logistical issue, etc.), please contact us. We’ll assess the case and, if applicable, guide you through the return process. In such cases, the shipping cost will be covered by the customer unless the error was on our end.
⏳ Deadline for Claims
The maximum period to report any issue or request a return is 5 calendar days from the date of delivery. We cannot guarantee a favorable resolution for claims made after this period.