SHIPPING POLICY

I ship worldwide except Venezuela and Guatemala. Products are shipped directly from Mexico to our customers. I use the national Mexican postal service "Mexpost" from Correos de Mexico, to ship all orders. All orders ship with a tracking number. FEDEX and DHL also possible.

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

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 exemple 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 sent to Mexico ship for free by Mexpost. 

Do you offer free shipping?
All items in my webstore ship for free only to all of Mexico, by Mexpost. Extra fees apply for DHL or FEDEX.

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

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

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.  

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 me right away at info@pazena.com with your order number and name, or simply respond to the order confirmation email you just 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.

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

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.

An item is missing from my shipment

  • log into your account at Pazena.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 in the FAQs 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 me at info@pazena.com stating your order number and name.

Pazeña cannot be held responsible for lost or stolen packages. 

I received the wrong product
I know how frustrating this is. Please email me 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, I will ask you to send us the wrong product back and I will pay for the extra shipping costs. I apologize for the mix-up!

My order never arrived

  • Please remember that 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 in the FAQs 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 you still do not find your package, contact me at info@pazena.com with your order number and name and I will help.

Pazeña cannot be held responsible for lost or stolen packages.

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.

Will I receive an email confirmation of my order and tracking information?
You will receive an order confirmation email within 12 hours of placing your order.

Please at this time double check that the shipping direction is correct and that the items ordered (model-size-color) are the ones you wanted. Should there be any mistake, simply reply as soon as possible to the confirmation email you just received to give me the proper data.

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

How do I track my shipment?
After you receive your notification email with a tracking number, click on the link provided in the email to check out where your package is. If you cannot find this email, log into your account at Pazena.com 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 I gave you.

If you have any difficulty, please contact me at info@pazena with your order number and name and I will assist you.

I tracked my shipment but there is no tracking information available
I 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).

Tracking gets transferred from the Mexican postal service website to the national postal service website of the destination country and this is where you will be able to track your package.

Search for your home country postal service website on Google or feel free to contact me at info@pazena.com for help.

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