Shipping Policy and Exchanges & Returns Policy


Shipping Policy

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:

2.1 Casa de los Gigantes will do everything possible to meet the estimated shipping times described, but these are terms we cannot guarantee.
2.2 Actual delivery time will depend on the shipping method chosen by the buyer.
2.3 For North America, our estimated shipping time is between 5-10 business days. In the case of larger orders, it may be that the artisans need more time to prepare the order, in which case we will notify you.
2.4 For Central America and the Caribbean, please contact us to obtain our estimated shipping time and cost for your region.
2.5 For any other region, please contact us to obtain our estimated shipping time and cost

 

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 info@casadelosgigantes.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 info@casadelosgigantes.com 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 info@casadelosgigantes.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 info@casadelosgigantes.com. 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.

2.1 Once contact has been made, and as mutually agreed in our communications, the buyer must return the items within 30 days after the delivery date of the order.
2.2 Items deemed suitable for exchange may only be exchanged once the buyer has returned the item.
2.3 The items must be returned unused and in the original condition in which they were received by the buyer, along with its original packaging or similar packaging that is suitable for transport. This must be acquired by the buyer, who is responsible for packaging the returned item.
2.4 If the item is not returned in its original condition, the buyer will be deemed responsible for any loss of its value.
2.5 The payment and scheduling of the delivery service for the item which is to be returned to our offices is the responsibility of the buyer and must be arranged as soon as possible.
2.6 In the case of a refund request for the return of an order that results from an error committed by Casa de los Gigantes, the refund will be effective once we have received and inspected the product, and approved the return. If approved, the refund will be processed and applied to the credit/debit card or original payment method, within the time period set by the payment processors, therefore, it is the responsibility of the user to consult these terms with the provider. The fees and costs incurred by Casa de los Gigantes for shipping will be discounted.
2.7 Due to their nature, we do not accept returns for the following goods, unless they arrive damaged or defective to the buyer:
  • Customized items
  • 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 info@casadelosgigantes.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.