INFO/FAQs

Welcome to our Pazena website. We are physically based in La Paz, BCS, Mexico. The store currency is the USD. 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. If you do not agree to these policies, please do not use this site.

  • 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 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.

Is it risky to use my credit/debit card or my Paypal account to shop on Pazeña?
Pazeña.com is hosted by secure platform Shopify. Shopping on Pazeña.com is safe. You can be sure of this as the URL of every single page on the Pazeña site displays a padlock icon 🔒 with the words "Secure" and the prefix https. 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.

What are Pazeña's forms of payment?
We accept credit/debit cards and Paypal 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). Incorrect information will cause a delay in processing your order. 

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.

Threads are sticking out from seams, what should I do?
Loose threads may stick out from seams and from under zippers. This is a normal thing to happen with the backstrap loom technique. All you need to do is cut the thread with scissors on both ends and nothing will unravel.

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.

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 to 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.

Registering your account with Pazeña
Online account registration 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. You can access your online account at any time by choosing a special password to make changes to your information. This will make for a faster and more user friendly shopping experience.

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.

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".

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.

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. 

How do I use my discount coupon code?
On the second page of checkout enter the coupon code in the "Discount coupon code" field then click on "Apply". Discount will apply to your whole order. Only one discount code can be used at a time.

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.

 

How do I select the size or color of a product?
Choose between sizes or colors of a product by clicking in the size/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.

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.

What is Pazeña's product availability?
We will do our best to send your order as soon as possible. Because Pazeña's process is not industrial it is safe to allow anywhere from 3 to 4 weeks until you receive your package, depending on what country the package is sent to and on the complexity of the item ordered. Weavers do not weave 24/7 and we respect their work ethics. Every order is treated as a special order. There is no stock as items are woven per order. Production frequently starts by the spinning and dyeing of threads from local raw materials. 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. Some weavers own only one loom, some others own loom shops. Production is not industrial in either case. Check with us at info@pazena.com for more information concerning your purchase. Also check out our weaving videos in the "Videos" tab.

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. This is the main reason why it is almost impossible for the weavers to get exactly the same dimensions from one item to the next in the same line. Some inherent imperfections may be present due to the manual nature of the work, but the quality and charm of the weaving itself remain impeccable.

What are the care instructions for the products?
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. The warranty will not apply to products that have not been cared for according to instructions. 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.

Our cotton bags, backpacks and home items are hand or machine-washable in COLD WATER, gentle cycle and mild detergent. You can prewash stains by hand with a mild soap and cold water like you would for a cotton tee shirt. 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.

  • 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.

Is there a warranty?
Handmade products may contain inherent imperfections that do not affect their beauty or use. Pazeña's items have a one year warranty against defects, as long as these items have been cared for properly (see washing instructions in these FAQs, in the hang tags, sewn tags and in each product page on the website) and handled with care. These are artesanal items that are not supposed to be exposed to rough treatment. The warranty applies only to items that have been washed and cared for properly. Normal wear and tear is not covered by warranty. 

What are Pazeña's shipping methods?
We ship worldwide except Venezuela, Guatemala and Syria. Products are shipped directly from Mexico and Colombia. We use the Mexican postal service, Correos de Mexico, and the Colombian postal service, 4-72, to ship orders. All orders ship with a tracking number.

If your country is not in the dropdown menu at check-out, contact us. When the package reaches your country, tracking switches to the national postal service website of your country. It is easy to find the information on Google but of course feel free to contact us.

    Possible international duties and fees
    Although we noticed that our packages reach 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," but the cost of the item will still be included on the customs form. Customs authorities require us to declare the value of the gift item directly on the package.

    Sometimes delivery of your goods may be delayed beyond original delivery estimates due to customs.

    How long does it take to receive products?
    It takes between 3 to 4 weeks to receive most products depending on the manufacturing time and the country you reside in. Buyers will receive their packages through their local postal service. Pazeña will send you a tracking number and a link for you to follow your package.  

    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.

    Parcels will need to be signed for in person, so please state a delivery address where you will be present at the time of delivery (home or work). 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 prior to submitting your payment information. The fastest way to estimate the shipping is when you are in your shopping cart. Simply add items to your cart and the shipping cost will show on the left side ("Shipping") before checking out.

    The following is the minimal charge for shipping to:

    • United States/Canada/Central America from 8 USD
    • Europe/South America from 12 USD
    • Australia/Asia/Middle East/Africa from 13 USD
    • all packages from Mexico to Mexico ship for free
    • all packages from Colombia to Colombia ship for free

    Do you offer free shipping?
    Free shipping applies in two ways only:
    - Wayuu and Tayrona bags ship for free to all of Colombia;
    - All other items in our webstore ship for free to all of Mexico. 

    Do you offer expedited shipping?
    We do. Feel free to ask. DHL/FEDEX.

    Will I receive an email confirmation of my order and tracking information?
    You will receive an email notification within 12 hours of placing your order. 1 to 2 weeks later, you will receive a notification 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.

    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 resume on its own after one or even two weeks. Tracking gets transferred from the Mexican or Colombian postal service website to the national postal service website of the destination country. This is where you will ge able to track your package. Search for your home country postal service website on Google or feel free to contact us at info@pazena.com for help. 

    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.

    An item is missing from my shipment
    If applicable, please track your order by first going into your shipping confirmation email and grabbing your tracking number, or log into your account at Pazeña.com. Be sure that all of the items in your order have shipped already. Check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", contact your local post office. Tracking gets transferred from the Mexican or Colombian postal service website to the national postal service website of the destination country and this will be where you will be able to track your package. Search for your home country postal service website on Google or feel free to contact us at info@pazena.com for help.  Pazeña cannot be held responsible for lost or stolen packages. 

    My order never arrived
    Please remember that our delivery times are from 3 to 4 weeks for most products, sometimes more depending on your country. Track your order by first going into your shipping confirmation email and grabbing your tracking number, or log into your account at Pazeña.com. Be sure that all of the items in your order have shipped already. Check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", contact your local post office. Tracking gets transferred from the Mexican or Colombian postal service website to the national postal service website of the destination country and this will be where you will be able to track your package. Search for your home country postal service website on Google or feel free to contact us at info@pazena.com for help. Pazeña cannot be held responsible for lost or stolen packages.

    What if my package is refused or undelivered?
    Should a package be refused or returned to us unopened, the customer shall be charged the shipping cost of the order amount and/or pay additional shipping costs to re-ship the order.

    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. This amount will be deducted from your merchandise refund. 

    Wrong address disclaimer
    It is the responsibility of the buyer to make sure that the shipping address is entered correctly at check-out. Parcels will need to be signed for in person, so please state a delivery address where you will be present at the time of delivery (home or work). 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. 

    Pazeña shall not be liable for delays and/or failures in delivery if we cannot gain access to the property. If the wrong shipping address is provided at check-out, please contact us at info@pazena.com immediately. 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 may be applied. 

    WHAT IS YOUR EXCHANGE/RETURN POLICY?

    Do I need to pay for returning/exchanging a parcel?
    It is recommended to closely review all size and color-related information on the product page and to ask for more information at info@pazena.com before ordering as it is best to avoid return/exchange problems. We will gladly accept the return of products that are faulty. Returns are also accepted in case of shipment of incorrect products.  If Pazeña is not at fault, the customer will be responsible for arranging the shipment, all related costs and risks related to the return/exchange shipment. 

    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 identical to the ones pictured.

    What are the refund/exchange conditions?
    If you would like to return/exchange an item we are happy to help you personally with this.  Contact us at info@pazena within 7 days of arrival of your items at your local post office.

    What is non refundable/non exchangeable?

    • Returns applied for after the 7 day time period stated above
    • Shipping is non-refundable, except in cases where we have made a shipping error or if the products are defective.
    • Returns received in damaged, altered, washed or worn condition, without tags or packaging
    • Returns/exchanges lost in transit
    • International duties and taxes paid by you to your home country

    How quickly will my exchange or refund be processed?
    After receiving and reviewing your return Pazeña will send your exchange or refund the full purchase price within the next 7 business days by the same method by which you paid if the exchange/return conditions were complied with. 

    Order cancellation/modification
    If you decide to cancel or modify an order please write to us at info@pazena.com as soon as possible after you place your order.  We will do our best to make the change. However, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it’s too late for our team to cancel/modify your order, you can return your order to us once you’ve received it.

    Does Pazeña offer a service to gift wrap items?
    Unfortunately we do not offer a gift wrapping service at the present time.

    Does Pazeña offer wholesale pricing?
    Pazeña does not offer wholesale at this time.

    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.

    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.

    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.

    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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