1. The preparation time required for each shipment may vary. Therefore, the timeframes communicated are only estimates. For larger orders, our artisans may need more time to prepare the order. If this is the case, we will let you know and will give you an adjusted shipping time. Please check the estimated shipping time against each item for more information.
2. Estimated shipping times:
3. It is most probable that your order will be sent through the following dispatch service: DHL
4. For all territories and geographical zones other than the United States and Guatemala, please contact us via email at email@example.com to obtain a shipping quote before placing your order.
5. In the case of international shipments, the buyer assumes that additional charges may be applied by the authorities in the recipient country, such as customs duties and local taxes. Customs duties and local taxes will be paid by the buyer.
6. Casa de los Gigantes will not be responsible for any delays that may occur in shipping times due to customs procedures and any other situation over which we have no control, including but not limited to natural disasters.
7. In the unlikely case that there is a problem, error, or damage to your order, please let us know immediately at firstname.lastname@example.org and include a picture of the product. We will not accept returns or exchanges unless a significant error has occurred or the product has a significant defect.
8. We are not responsible for the delivery of the product once we have delivered it to DHL. In the unlikely event that your product does not arrive after we have sent it, the responsibility would be the courier. In this case, please contact the courier company for any inconvenience.
9. Once the item is received, the buyer must inspect it before signing the receipt to the dispatch services representative. The buyer's signature will be considered as an acceptance that the item is in perfect condition. If the item is damaged, the buyer must contact us at email@example.com within 14 days after the receipt of the item. You must ship the product back within 30 days of receipt.
Exchanges & Returns Policy
1. If you experience any difficulties with your order, please contact us via email at firstname.lastname@example.org. In the body of your email, please specify whether you would like to exchange your order, or return your order and obtain a refund for your original payment.
2. Casa de los Gigantes accepts exchanges and returns only when an error has occurred, the item has a grave defect, or when, on a case by case basis, it is deemed necessary after analysis, for which the buyer must contact us within 14 days after the delivery of the order.
Items that are on sale
3. Casa de los Gigantes accepts order cancellations. As long as the item has not yet been sent, the buyer can request a cancellation within 24 hours after the order is placed. Refunds for order cancellations will only be made if the order has not yet been shipped, and the buyer must pay a restocking fee of 15% of the order value.
4. Casa de los Gigantes reserves the right to update, modify or replace any part of this Exchanges and Returns Policy. The user can review the most up-to-date version at any time, by visiting this page. It is the user's responsibility to review this website periodically to verify any changes. Using or accessing this website, its products, or services after the publication of any changes in the Exchanges and Returns Policy, implies your acceptance of such changes.
5. You can send your complaints by email to email@example.com within 14 days after receiving your item. We will do our best to resolve all complaints within 72 hours during the standard work week. We will not communicate during weekends or holidays.