Shipping, Returns & Refunds

Shipping 

CIHUAH ships worldwide

For international shipments we use FedEx or DHL depending on the best service available. 

For national shipments we use FedEX, DHL or local shipment companies.

In-stock merchandise

Orders are dispatched from our Mexico warehouse. Your order may take between 2 to 10 business days to arrive.

Pre-order merchandise
If the merchandise you have selected is currently not in stock and its says pre-order i
t generally takes 15 business days for CIHUAH to produce a product that is not an "In-stock merchandise" and ship. 

Exceptions: The products made of cloth fabric take more time to be processed, it is the reason why the shipping delay for cloth-made products is of 30 days. 

You will receive a tracking number by email once your order has been dispatched. If haven't received one, your package hasn't been fulfilled yet. Please make sure to check your spam inbox and if you don't receive an email in 3 business days email us at info@cihuah.com

Import taxes and customs duties

Please note the prices on cihuah.com do not include local sales taxes or VAT. If the value of your order exceeds the toll-free limit in your market, extra fees might be applied for import taxes and custom duties upon delivery.

These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country.

CIHUAH does not compensate these charges.
You can check with your local Customs Office for more information

Packages delivered inside Mexico, no duties will be generated.

How to pay these fees?
Once the parcel has entered the destination market it will be held by customs for clearance. During this time, import duties and tax fees (should they apply) will be calculated by the present authority. Our transport partner will contact you once the order has reached the local Customs and inform you what you need to pay before the order can go through customs.

Returns

Our policy lasts 15 business days. If 15 business days have gone by since your purchase, unfortunately we can’t offer you a refund as CIHUAH store credit or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

PLEASE READ: Items returned without a Return Authorization cannot be accepted at our facility.

You will be responsible for paying for your own shipping costs for returning your item.

To return your product, you should send your product to CIHUAH at Calle Articulo 123 #116, Colonia Centro Mexico, Ciudad de Mexico, Mexico. Postal Code 06040.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund as CIHUAH store credit.

If you are approved, then your CIHUAH store credit will be processed, and send you by email.

Returns can only be refunded as CIHUAH Store Credit when applicable.

CIHUAH does not accept refunds on any product or kind of order, however we happily accept returns and we will give you back the amount of your order in store credit.

For any further information please contact info@cihuah.com

Exchanges (if applicable)
If you need to exchange it for the same item, send us an email at info@cihuah.com and send your item to CIHUAH at: Calle Articulo 123, #116 Colonia Centro Mexico, Ciudad de Mexico, Mexico. Postal code 06040.

You will be responsible for paying for your own shipping costs for exchange your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75 USD, you should consider using a trackable shipping service or purchasing shipping insurance.

Sale items

CIHUAH is unable to offer returns, exchanges or refunds on Sale or special promotion items on which products are temporarily reduced in price.

All sales and/or promotional codes made by CIHUAH are valid from the dates established in the announcement and may not applied on any other orders made before or after those dates.

I received a damage item, what should i do?

If you received a damaged product or has a manufacturing fault please contact us within three (3) days of receiving the order to info@cihuah.com, please send in your email a photograph of the product where the damage is clearly noticed.

Items that become damaged as a result of normal wear and tear are not considered to be faulty. CIHUAH will determine, in its sole judgment and discretion, whether the damage is as a result of normal wear and tear or some other reason. Damaged or faulty products will be replaced or repaired when possible and subject to availability. When possible we will offer to repair the faulty item.

In this case the return shipping will be without any cost for you.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.