Returns and Refunds
Shipments and returns
Packages are generally dispatched within 2 days after receipt of payment and are shipped via UPS or USPS with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us by phone before ordering to request method. We strive to provide our Customers with the best Customer Service possible. To ensure this, we have the following policy regarding Returns/Exchanges. We suggest you read this before you place any order with us and contact us if you have any questions, prior to placing your order.
Due to the nature of many of our handmade lines, some irregularities in weave, color and detail may occur and should not be considered as damaged.
We will accept returns/exchanges within 14 days of receipt of your shipment from us under the following guidelines.
Items on sale or clearance are not eligible for refunds or exchanges.
If you do have an item that you wish to return/exchange, please contact us within 14 days of receipt of your item. You will be provided with an RMA number for your return. This number is valid for 10 business days. The RMA number must be on the top of the box with the address label. Returns must be sent Insured and Signature Confirmation to ensure that we do receive your return. Upon receipt of your approved return, Hacienda will either issue a refund for the purchase price of your item(s) to the credit card used for your purchase or ship the item you selected in exchange. Please note that shipping charges cannot be refunded; all shipping charges are at the customer’s responsibility.
WRONG ITEM SHIPPED/DAMAGED MERCHANDISE
While the Hacienda staff strives to offer excellent Customer Service and Quality Control, we are human and occasionally do make mistakes. In the event that there is a mistake with your order, please contact us within 24 hours of the acceptance of your shipment to notify us of the error. We will ship you the correct item along with a return shipping label at our expense.
If your package arrives damaged, please contact us immediately for further instructions. Please do not destroy the box that your item arrived in and do not throw away the broken items. Please hold on to them for further instructions and contact us by phone to notify us of the damage. We will then issue you an exchange along with a Return Shipping Label for your damaged item. Items not returned to us in their current condition will not be eligible for an Exchange. Refunds are not issued on damaged goods unless a replacement item is unavailable.
Shipping fees include handling and packing fees as well as postage costs. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them.