Shipping and Returns Policy
Shipping and Return Policies
At El Arte de Kathe, each piece is carefully crafted and, in many cases, personalized especially for you. Therefore, we want you to be aware of our shipping, exchange, and return conditions before making your purchase.
Shipping Policy
Delivery time
Delivery times may vary depending on the shipping company, destination, season, weather, or other circumstances beyond our control.
Shipping address
It is the customer's responsibility to provide a correct and complete shipping address.
If you need to correct your address, please contact us as soon as possible. Once the order has been shipped, we cannot guarantee that the address can be modified.
If a package is returned due to an incorrect address provided by the customer, additional charges may apply to reship it.
Delays or lost packages
Once the order has been handed over to the carrier, transit times and conditions are beyond our control.
If your package is delayed, lost, or encounters an incident during transit, we will help you track it and contact the carrier when necessary.
Return and Exchange Policy
Because many of our products are personalized and made to order, we do not accept returns or exchanges due to a change of mind, incorrect size, color, design, or personalization once the order has entered production.
Personalized products
Personalized products are not eligible for return or exchange, except when you receive a defective, damaged, or different product from what you approved or requested.
For this reason, we recommend carefully reviewing all the details of your order before approving the design, especially:
- Name and spelling.
- Dates.
- Measurements.
- Colors.
- Design.
- Quantity.
- Shipping information.
Damaged or erroneous products
If you receive a damaged, defective product, or one with an error attributable to us, please contact elartedekathe@gmail.com within 7 days of delivery.
To help us resolve the issue, please send us:
- Order number.
- Clear photographs of the product received.
- Photographs of the packaging, if it arrived damaged.
- A brief description of the problem.
After reviewing the case, we may offer, as appropriate, a replacement, repair, or suitable solution.
Damage during shipping
Each piece is inspected and carefully packed before being shipped. If your order arrives damaged during transit, please contact us as soon as possible and keep the original packaging until the case has been reviewed.
Important
Small variations in color, texture, grain, finish, or appearance may occur due to the natural characteristics of the materials and the handcrafted process. These variations do not necessarily represent a defect and a total change of the piece. The product will always be true to the design chosen by the client.
Our commitment
At El Arte de Kathe, we put dedication and care into every piece we create. Our goal is for you to receive a product that makes you feel it was made especially for you.
If you have any questions about a product, personalization, shipping, or return, please contact us before making your purchase. We will be happy to help you.