INFO/FAQs

Welcome to our Pazena website. We are physically based in La Paz, Baja California Sur, Mexico. The store currency is the US dollar. PLEASE READ THE FOLLOWING INFORMATION CAREFULLY BEFORE USING THIS WEBSITE. All users of this site agree that access to and use of this site are subject to the following policies. 
By placing an order, you accept that the goods ordered are made by hand, hence may contain inherent irregularities. All of our products are exquisitely handmade one at a time. Therefore, it is difficult, if not impossible, to make identical items the way a machine can. Our artisans are masters, and they strive for the highest quality and standards in every item they create. Handmade items have natural variances in color, size, and texture, which should not be misconstrued as flaws. These variances are what make each product charming and unique. Items may not be exactly identical to the ones pictured.
    • As computer displays vary and do not always accurately reproduce color and texture, the products received may vary slightly from what you saw on your screen.
    • Feel free to contact us directly for additional images, detailed product information, and inspect all product descriptions and photos closely before ordering. We will be happy to serve you personally.
    1. Is it risky to use my credit/debit card to shop on Pazeña?
    2. What are Pazeña's forms of payment?
    3. What happens after I place an order?
    4. How can I correct a mistake I made at the time of ordering?
    5. I never ordered anything on line, can you help me with this?
    6. How do I choose another color for the bag lining?
    7. The velcro/hook and loop on my bag does not stick any more.
    8. Loose threads are sticking out, what should I do?
    9. Privacy policy
    10. How do I contact Pazeña?
    11. Your account at Pazeña.
    12. I have a question on my charge
    13. I need a copy of my receipt/invoice
    14. How do I use my discount coupon code?
    15. How do I search an item?
    16. How do I select the size or color of a product?
    17. Are the color choices limited to what you offer?
    18. Why are product dimensions approximate?
    19. Are the artisans getting a fair pay?
    20. Care instructions
    21. Possible international duties and fees
    22. Shipping
    23. Wrong address disclaimer
    24. Tracking
    25. I received the wrong product
    26. What happens if I refuse a package?
    27. What if my package has been damaged during shipment?
    28. An item is missing from my shipment
    29. My order never arrived
    30. Exchange/returns
    31. Does Pazeña offer a service to gift wrap items?
    32. Does Pazeña offer wholesale pricing?
    33. What is Pazeña's commitment to customer service?
    34. What if I find catalog errors?
    35. Privacy on other websites
    36. How do I provide general feedback? 

      1 - Is it risky to use my credit/debit card to shop on Pazeña?

      Pazeña.com is hosted by the Shopify secure platform. The URL of every single page on the Pazeña site has a padlock icon 🔒 with the prefix "https" and the word "Secure".

      When you place an order online, all your information, including your credit card number and delivery address, is transmitted using industry standard security measures called SSL (secure socket layer encryption). This encrypts order data into a code, and is designed to aid in ensuring the accuracy and security of that customer information. When you are in a secure area employing SSL the letters "http" in the URL change to "https". Additionally, your browser may give you a message that you're entering a secure zone. 

      If you would like more info on the security of Shopify websites, here is a link that you might want to check: https://e-commerceplatforms.com/safest-platforms/.

      Your details are only shared with this store when you complete a purchase. We will never share your data with anyone else.

      2 - What are Pazeña's forms of payment?

      At this time we accept Paypal, Apple Pay and credit/debit cards as forms of payment. We do not store your credit/debit card information. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you).

      3 - What happens after I place an order?

      You will receive an order confirmation email after ordering. Please double check that the shipping address entered is correct and verify that the products are the ones you wanted (model-color-size). 

      Contact us right away if you notice any mistake in your order, simply by responding to the confirmation email, so that we can send the items you wanted and to the destination you want them to be sent without any confusion.

      The process at Pazeña is the reverse of mass-production. The artisans we work with are independent weavers who work out of their own home. Every order is treated as a special order. There is no stock and items are woven as orders come in. Production sometimes starts by the spinning and dyeing of threads from local raw materials. Other times, the finished thread is already available when you order and the weaver can start weaving sooner. This ensures that there is minimal waste of raw materials, if any.

      Some items may need 1 or 2 days to make, others a week or two, or even up to a month for a few items. Weavers do not weave 24/7 and we respect their work ethics. Some weavers own only one loom, some others own loom shops. Production is not industrial in either case.

      The weaver will start weaving your order as soon as they can. Maybe not the same day that you order because they probably have other orders going on already. 

      1 to 2 weeks after ordering you will receive a notification email with a tracking number for you to follow your package. 

      If your order includes more than one package because different weavers were involved you will receive a tracking number for each package in separate emails at different times. You can check the status of each of your items in your account  at any time if you registered your account at the time of purchase.

      Usually your product will be finished within 2 weeks after you order.

      The weaver will ship your product directly to you from their local post office or DHL/FEDEX office. It usually takes 2 weeks for your product to travel to you by the postal service, or a few days by DHL/FEDEX, depending on what country you are in, the time spent in customs and other events that can happen that are not under Pazeña's control.

      All in all, customers usually receive their items by the postal service within 4-5 weeks after ordering, or 2-3 weeks by FEDEX/DHL.

      If your direction changes or if you move before you receive your order, please let us know right away by sending an email to info@pazena.com so that we can adjust the shipping address if it's not already too late.

      Please check our shipping policy and exchange/return policy.

      You are very welcome to contact us at info@pazena.com or through a message (blue button bottom left) should you need more information concerning your purchase. Also check out our weaving videos in the "Videos" tab at the bottom left of the home page for a better understanding of the process.

      4 - How can I correct a mistake I made at the time of ordering

      It is important to take care of shipping direction mistakes or any other ordering mistake right away so that you can receive your order smoothly. Simply respond to our order confirmation email as soon as you get it, giving us all the correct data and we will take the new data into account. Check our "Wrong address disclaimer" in item number 23 below.

      5 - I never ordered anything on line, can you help me with this?

      We would love to. Send us a message through the blue "Message Us" button at the bottom left when you are ready to purchase. We will go from there step by step, no worries. Remember that our time zone is GMT-7. 

      6 - How do I choose a specific color for a bag lining?

      After adding an item to your cart, simply add a note in the Note field at the cart page specifying what color you wish for the lining as specifically as you can, like "baby blue", "royal blue" or "marine blue" etc. instead of just "blue" for example, and we will do our best to match your preference.

      You can also use the Note field just to confirm the color and size of the product you chose, or to give specific delivery instructions, etc.

      7 - The velcro/hook and loop on my bag does not stick any more

      Regularly remove all lint and hair stuck in the velcro pieces using a pair of tweezers or a toothpick. Our Velcro is high quality, it can be used 7000 times.

      8 - Loose threads are sticking out, what should I do?

      Loose threads may commonly stick out from seams, from under zippers or anywhere else in the woven material. This is a normal thing to happen with manual loom techniques. We recommend cutting the thread neatly with scissors on both ends and nothing will unravel. Do not pull on threads.

      9 - Privacy policy

      We value your privacy. Your information is never sold to any other company and is kept completely private. Please review our Privacy Policy for complete details on how we use the information we collect.

      10 - How do I contact Pazena?

      What is your question, comment or issue? We are all ears! Feel free to send us a message through our "Message us" blue tab on the bottom left or "CONTACT US" tab on the home page, or send an SMS at (+52) 55 45 95 06 51 (Mexico) or call us 9am-6pm GMT-7 Monday-Friday, or send an email at info@pazena.com, possibly adding pictures or videos. Share all the details. The more we know, the better we can serve you. We'll get back to you.

      11 - YOUR ACCOUNT AT PAZENA

      Registering your account with Pazeña

      Creating an account with us enables you to access your online account at any time to follow your order status, to make changes to your information or get an invoice, etc. This will make for a faster and more user friendly shopping experience.

      It also means that you only have to enter your billing and shipping information once, and they will be stored safely by us for your future use. We do not save your credit card information.

      When using a public computer, please don't forget to log out from Pazeña.com when you finish so as not to allow unauthorized access to the next person who uses the computer.

      Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

      I did not register my account at the time of purchase, can I register it later?

      It is never too late to create an account. All you need to do is click on the person icon  top right of the home page, click on "Create account" and follow instructions. 

      How do I access my account?

      Click on the person icon at the top right of the home page and enter your email and password to access your customer dashboard.

      I forgot my password

      Click the person icon at the top right of the home page. Click the "Forgot Password" link under the "Registered Customers" section. Fill in your email address and a new password will be sent to you.

      How do I edit my account information?
      Click on the person icon at the top right of the home page to head to your customer dashboard. Once there you have many options in which you can edit. For example, if you wish to edit your address, select the "Address Book" link on the left side. Then simply select "Change Billing Address", "Change Shipping Address" or "Add New Address".

      12 - I have a question on my charge

      Log in by clicking on the person icon  at the top right of home page in order to review your orders. You may compare your order history on our website, with your financial records. We strive to provide excellent customer service. If you have further questions or concerns, please contact us for further assistance.

      13 - I need a copy of my receipt/invoice

      Emails are sent to you with every order placed, invoiced and shipped. You may also log in to your account by clicking on the person icon  at the top right of the home page. Click "My Orders", where you may choose to print Order Information, Invoices and Shipments. 

      14 - How do I use my discount coupon code?

      Enter the discount code you have in the second page of checkout, in the "Discount coupon code" field then click on "Apply". The discount will apply to your whole order. Only one discount code can be used at a time.

      15 - How do I search an item?

      Simply click on the magnifying glass icon   at the top right of the home page and enter what you are looking for.

      16 - How do I select the size or color of a product?

      Choose between sizes or colors of a product by clicking in the size or color box next to the "Add to cart" button on the product page and selecting the option you want. Clicking on a image thumbnail may not update your choice in the size/color box.

      Please double check in the cart page that you entered the right color or size before proceedingYou can always go back and change the size or color of the item or even the item itself.

      You are wecome to use the Note field in the cart page just for confirming the size and color of the product you chose to avoid any mistakes, or for any other instructions like delivery instructions, etc.

      17 - Are the color choices limited to what you offer?

      Absolutely not. If you do not find the color you are looking for, let us know at info@pazena.com and we will do our best to satisfy your request.

      18 - Why are product dimensions approximate?

      The way manual weaving works is specific. Weavers either spin their own threads from wool, cotton, silk or synthetic raw material or buy them from suppliers. In either case, threads can vary slightly in diameter because they are spun and dyed manually.

      The tightness of the weaving varies slightly between weavers and also varies a little with the same weaver from one day to the next. This is normal in hand weaving. Only machines can churn out identical items over and over.

      These are the reasons why it is almost impossible to get the exact same dimensions from one item to the next in the same line. But no worries, the dimensions will be very close to what is stated in the product pages. 

      19 - Do the artisans get a fair pay?

      At Pazeña, it is of the outmost importance that the artisans who work with us always get a fair pay. For this purporse, we let the artisans decide for themselves how much they charge us for their work. We never try to bargain their rate down. We raise their rates when they need to raise it, about 2 times a year since inflation is skyrocketing in Mexico. We pay them 50% of their fee at placing the order and the rest when they ship the products.

      20 - CARE INSTRUCTIONS
      OUR PRODUCTS ARE NOT SUITABLE TO DRY IN A DRYER OR IN DIRECT SUNLIGHT. Avoid dryers entirely. Always let your wet article dry in the shade.

      Each product page on the website, hang tag and sewn tag states specifically how to care for your item. Feel free to contact us at info@pazena.com if you are not sure how to care for your product. We are here to help!

      Benefits of cotton

      Cotton is breathable, which makes our cotton bags and backpacks comfortable to wear in the summer, hot climates and even in the winter.

      Cotton product care

      Our cotton bags, cotton backpacks and cotton home items are hand or machine-washable in COLD WATER ONLY, gentle cycle, preferably inside a wash bag or pillow case, and with a mild detergent.

      It is recommended to gently prewash stains by hand with a mild soap and cold water like you would for a cotton tee shirt otherwise stains may not come off. Do not use any harsh detergents.

      Let dry in the shade. NO DRYER. Iron with steam on cotton setting as needed.

       

      Wool Benefits

      Wool is quite the clever fiber - it is naturally water-resistant, repelling moisture through its fibers and making it resistant to mold, rot and mildew. It is a renewable, sustainable fiber, and biodegradable. It is easy to clean because dirt sits on the surface of the fiber. It dries quickly and is flame-retardant. Naturally anti-allergenic, wool never collects static, therefore does not attract dust and dirt.

      Your high quality, 100% wool Pazeña item will last for many years and get softer with time.

      Wool Care

      • Backpacks and bags:

      Caring for our premium wool, handcrafted bags is easy! For every day cleaning we suggest a cashmere brush. These are readily available online and in most craft and yarn stores. For more intensive cleaning we recommend dry cleaning only as the items are 100% wool. Blot and remove any stains immediately. Do not wash or soak wool items. Do not use detergents. It they get wet, blot them with a clean cloth and let them dry in the shade. NO WASHER. NO DRYER.

      • Rugs:

      Vacuum a couple of times a month.

      Occasionally (annually or biannually) rotate/ flip over the rug, so that it receives even wear.

      Blot and remove any stains immediately. NO DRYER.

      Every few years, professionally clean, especially if foot traffic is high.

      21 - Possible international duties and fees

      Although we noticed that our packages have been reaching their destinations without being subjected to any customs taxes, international shipments may sometimes be subject to import taxes or other custom duties, that are not included in the total price at check-out on Pazena.com and are levied once your package reaches the country of destination. They are the sole responsibility of the recipient. When ordering goods from Pazena.com for international delivery the recipient is considered the importer and is therefore responsible to comply with all laws and regulations of the country into which the goods are received.

      If customs taxes are levied, they are paid to the local carrier or government of the destination country and are not implemented or collected by Pazeña, and thus cannot be refunded.  Pazeña does not have control over these taxes and cannot estimate if customs taxes are going to be applied or not, nor predict the value of what these charges may be. We recommend contacting your local customs office for further information on possible international fees.  

      • If the order is a gift, the package will be marked "Gift"
      • If the order is not a gift, the package will be marked with a value of 5 to 15$US depending on the items.

      Sometimes delivery of your goods may be delayed beyond original delivery estimates due to customs. Please allow some extra time for your product to clear customs.

      22 - SHIPPING

      We ship worldwide except Venezuela and Guatemala. Products are shipped directly from Mexico to the customers. We use the Mexican postal service, Mexpost, Correos de Mexico, to ship orders. It is a reliable service. All orders ship with a tracking number. DHL or FEDEX also possible.

      If your country is not in the dropdown menu at check-out, contact us. 

        How long does it take to receive products?

        It takes 4 to 5 weeks to receive most products by the postal service, or 2-3 weeks by DHL/FEDEX,  depending on the manufacturing time, the country you reside in and the time your package will spend in customs. Pazeña will send you a tracking number and a link for you to follow your package on line.

        Please be aware that delays beyond original delivery estimates due to customs, weather or global events are possible. Packages may take longer to get to international destinations, and unfortunately we cannot control or prevent this type of delay. Pazeña cannot be held responsible for delays, or lost or stolen packages. 

        As an upgrade, we offer DHL or FEDEX shipping, feel free to ask us at info@pazena.com before ordering stating which products you are interested in, and if applicable the size of the products, and we will give you an estimate of the expedited shipping cost.

        Sometimes delivery of your goods may be delayed beyond original delivery estimates due to customs. Please allow some extra time for your product to clear customs.

        Parcels will need to be signed for in person. In the event that no one is available to receive your item a card will be left providing you with the option to collect your item from you local post office within the next few days. 

        How much is my shipping?
        Shipping is automatically calculated by weight at checkout prior to submitting your payment information. The cheapest shipping rates out of Mexico are found with Mexpost, the national Mexican postal service. It is a reliable service.

        The only way for you to estimate the shipping is to add the items you like to your cart and to go all the way to the second page of checkout, where the shipping cost will be shown. This is before the payment page therefore you did not commit to buying them yet.

        To give you an idea, as an example of the shipping costs of a small package, the following are the minimal charges for shipping a package of up to 500 g (1.1 lb) to:

        • United States/Canada/Central America/Carribean: 28 $US
        • Europe/South America: 33 $US
        • Rest of the world (Australia/Asia/Middle East/Africa...): 49 $US
        • all packages to Mexico ship for free by Mexpost

        Do you offer free shipping?
        Free shipping applies only
         to all of Mexico, by Mexpost. Extra charge applies for FEDEX of DHL.

        Do you offer expedited shipping?
        We do. DHL/FEDEX. Feel free to ask us by email at info@pazena.com or in a message before you order, stating what products you are interested in, and if applicable the size of the products, and we will give you an estimate of the expedited shipping cost. 

        23 - Wrong address disclaimer

        It is the responsibility of the buyer to make sure that the shipping address is entered correctly at check-out.  If you entered the wrong shipping address at check-out, please contact us at info@pazena.com with your order number and name, or simply respond right away to the order confirmation email you received.

        Pazeña shall not be liable for delays and/or failures in delivery if we cannot gain access to the property. If the parcel is shipped with the incorrect address the courier may not accept an address change. If the parcel is returned and the buyer requests to reship the parcel additional shipping fees will be applied. 

        24 - TRACKING

        1 to 2 weeks after ordering you will receive a notification email with a tracking number once your product has shipped. If you have created an account with us, you will be able to track the progress of your order in your account on our website.

        If your order ships in several packages because various weavers were involved, you will receive a tracking number for each package in different emails and at different dates. You will be able to track each package separately with its own tracking number.

        How do I track my shipment?
        After you receive your notification email with a tracking number, click on the link provided to check out where your package is. If you cannot find this email, log into your account at Pazena.com or click on the “Track my order” tab at the bottom of the home page and get your tracking number. As long as your package is still within Mexico, the tracking will be done on the website of Correos de Mexico.

        When the package gets out of Mexico, the tracking of your package switches to the national postal service of the country of destination. It is easy to find the website of your national postal service on google and then track your package there using the tracking number we gave you.

        If you have any difficulty, please contact us at info@pazena with your order number and name and we will be glad to assist you.

        I tracked my shipment but there is no tracking information available
        We noticed that there can be an interruption in the tracking info when a package changes countries. This does not mean that the package is lost. Tracking will usually resume on its own after about one week. Sometimes the tracking stops and does not resume, but your package will show up at your door (Africa).

        25 - I received the wrong product

        We know how frustrating this is. Please email us at info@pazena.com within 7 days of receiving your product and your new product will start being woven as soon as possible and should reach you within 3-4 weeks. In the meantime, we will ask you to send us the wrong product back and we will pay for the extra shipping costs. We are very sorry for the mix-up! 

        26 - What happens if I refuse a package

        If you refuse a shipment from Pazeña, you are responsible for the original shipping charges, any import taxes that are incurred on the package, and the cost of returning the package to Pazeña.  

        27 - What if my package has been damaged during shipment?

        Every effort has been made to ensure that your order will arrive safely after it leaves us. Please check your shipment thoroughly upon receipt for any damage. Any visual carton damage or breakage observed must be noted on the delivery receipt as "Damaged Packages" before signing.

        Make all claims directly with the carrier. Failure to make a claim within 24 hours of receipt with carrier will result in denial of the claim by the carrier.

        Pazeña cannot be held responsible for damaged packages including damages due to customs agents.

        28 - An item is missing from my shipment

        • log into your account at Pazeña.com to to see if all of the items in your order have shipped already.
        • If your items have all shipped, follow our tracking instructions in the "How do I track my shipment?" section above and check where your packages are.
        • If your packages each show a status of "delivered", contact your local post office or shipper and they will do a search for you using the tracking number.
        • For searches on DHL/FEDEX packages, go to the respective website to get the information using the tracking number you received.

        If an item is still missing, contact us at info@pazena.com stating your order number and name.

        Pazeña cannot be held responsible for lost or stolen packages. 

        29 - My order never arrived

        • Please remember that our delivery times are from 4 to 5 weeks for most products, sometimes more depending on your country and other factors.
        • log into your account at Pazena.com to see if all of the items in your order have shipped already.
        • If all your items have shipped, follow our tracking instructions in the "How do I track my shipment?" section above and check where your packages are.
        • If your packages each show a status of "delivered", contact your local post office or shipper and they will do a search for you using the tracking number.
        • For searches on DHL/FEDEX packages, go to the respective website to get the information using the tracking number you received.

        Pazeña cannot be held responsible for lost or stolen packages.

        30 - EXCHANGES/RETURNS

        All sales are FINAL. We are not in a position to accept exchanges or returns because you changed your mind after ordering, so we strongly suggest that you closely scroll down through all the information and pictures on the product page including the shipping and please choose carefully before ordering. The pictures help you get an idea of the size of the items.

        Please double check the color and size of the items you have in the cart before proceeding. You can always go back and change the size/color or even the item itself.

        After you put an item in your cart, you are welcome to leave a note in the Note field of the cart page if there is any particular option you would like on your product, like a specific color for a bag lining or anything else. Try to be as specific as possible, like "baby blue", "marine blue" or "royal blue" instead of just "blue" lining for example. We always do our best to accomodate our customers' preferences.

        You can also use the Note field to confirm the color and size of the product you chose in order to avoid any confusion, or for delivery instructions, etc.

        We will accept the return/exchange of products that turn out faulty under normal wear and tear circumstances within 7 days of receiving your product or, in the case you received the wrong product within 7 days of receiving your product also.

        What is non refundable/non exchangeable?

        • Returns/exchanges applied for after the 7 day time period stated above;
        • Articles that are not faulty or not the wrong product;
        • Shipping is non-refundable except for the return shipping cost of items that were deemed faulty or were the wrong products, under prior agreement by Pazeña within 7 days of receiving your product;
        • Returns received in damaged, altered, washed or worn condition, or without tags;
        • Returns/exchanges lost in transit;
        • International duties and taxes paid by you to the destination country.

        31 - Does Pazeña offer a service to gift wrap items?

        Unfortunately we do not offer a gift wrapping service at the present time.

        32 - Does Pazeña offer wholesale pricing?

        Pazeña does not offer wholesale at this time.

        33 - What is Pazeña's commitment to customer service?

        Pazeña is committed to quality customer experience. We are constantly reviewing your feedback to improve your shopping experience. We would love to hear what you think at info@pazena.com.

        34 - What if I find catalog errors?

        We do our best to make sure that the photos, descriptive copy, and prices are correct, but sometimes, despite our best efforts, we make mistakes. In the event that a Pazeña.com product is mistakenly listed at an incorrect price, Pazeña.com reserves the right to refuse or cancel any orders placed for product listed at the incorrect price. Pazeña.com reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Pazeña.com shall issue a credit to your credit card account in the amount of the incorrect price.

        35 - Privacy on other websites

        Other sites accessible through our site have their own privacy policies and data collection practices. Please consult each site's privacy policy for more information. Pazeña is not responsible for the actions of third parties.

        36 - How do I provide general feedback?

        We would love to hear from you! Email us at info@pazena.com or contact us through the "Message us" button or the "Contact Us" form. Thank you.

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