FAQ (Frequently Asked Questions)
Frequently Asked Questions
Have a question? Browse the topics below for quick answers. Still need help? Reach out at info@tierralu.com — we aim to respond within 24 hours.
Shipping & Delivery
Do you offer free shipping? Yes. All orders ship free to the United States with no minimum purchase required. Every order is packed carefully before it leaves our facility.
Do you ship to PO Boxes or military addresses? At this time, we are unable to ship to PO Box addresses, military addresses (APO/FPO/DPO), or restricted areas. We deliver to standard residential and commercial addresses only.
When will my order arrive? Orders are processed within 1–2 business days (Monday–Friday), excluding weekends and public holidays. Once shipped, delivery within the US takes 5–8 business days, for a total estimated delivery time of 6–10 business days. During peak periods, processing may take slightly longer — we will keep you updated on any delays. Order cutoff time is 5:00 PM EST.
How do I follow my shipment? Once your order ships, you will receive a confirmation email with your tracking number. Use the link in that email or visit our Follow Your Order page to follow your shipment in real time.
What if my package hasn't arrived? If your order hasn't arrived within the expected delivery window, start by checking the tracking information in your shipping confirmation email. If there is still no update, contact us at info@tierralu.com and we will work with the carrier to investigate and resolve the issue as quickly as possible.
What if my item arrives damaged? Please inspect your order as soon as it arrives. If anything is damaged, defective, or incorrect, contact us immediately at info@tierralu.com. We will cover return shipping for any error on our end and arrange a resolution right away.
Returns & Refunds
What is your return window? We offer a 7-day return window from the date you receive your order, subject to the eligibility conditions below. Items must be unworn, unwashed, and in their original condition and packaging. Proof of purchase is required. To start a return, email us at info@tierralu.com. Please do not send items back without first receiving written approval — unauthorized returns will not be accepted.
What items cannot be returned? The following are not eligible for return: items that have been worn, washed, or altered; items returned without prior written approval; and items no longer in their original packaging or condition. If you are unsure whether your item qualifies, contact us before initiating a return.
Who covers return shipping costs? If your item arrived damaged, defective, or incorrect, we cover return shipping. For all other returns — such as a change of mind — return shipping is at the customer's expense.
How long does a refund take? Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 10 business days. Processing times may vary by bank or card provider. If 15 business days have passed since your refund was approved and you have not received it, contact us at info@tierralu.com.
Do you offer exchanges? We do not process direct exchanges. To receive a different size or color, please return your original item and place a new order once your return has been approved.
Product Information
Where are your products made? Our products are manufactured in China. We work with suppliers to ensure each pair meets our standards for materials, construction, and finish before it is shipped to our customers.
What materials are used? Each product listing includes a full material description. Please refer to the individual product page for the specific composition of each style.
Privacy
How is my personal information protected? All transactions and personal data on tierralu.com are secured with 128-bit SSL encryption. We do not store your full card number — once your purchase is complete, we retain only your billing details, shipping information, and the last 4 digits of your card. Your information is never sold, rented, or shared with third parties without your consent. For full details, see our Privacy Policy.
Is my data shared with anyone? We do not sell or trade your personal information. Your data is used solely to process your order and provide customer support. We may share information with trusted service providers — such as shipping carriers and payment processors — as needed to fulfill your order. For full details, see our Privacy Policy.
Payments
What payment methods do you accept? We accept Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, Google Pay, PayPal, and Shop Pay.
What currency are transactions processed in? All transactions are processed in USD (US Dollars). If you are shopping from outside the United States, your bank may apply its own currency conversion fees or exchange rates.
Is my payment information secure? Yes. All transactions on tierralu.com are protected with 128-bit SSL encryption and we are fully PCI DSS compliant. Your full card number is never accessible to us at any point during or after your purchase.
How will I know my payment went through? You will receive an order confirmation email after a successful payment. If it does not arrive within a few minutes, check your spam or junk folder, or contact us at info@tierralu.com.
What should I do if my payment is declined? Double-check your card details, billing address, and available balance. If the issue continues, contact your bank or card provider directly. You are also welcome to reach out to us at info@tierralu.com for assistance.
Contact Information
Store Name: Tierralú
Company Name: CIELOS ECOM LLC
Company Address: 447 E 18th Avenue Apt E, Columbus, OH 43201
Company Number: 5550072
Phone: +1 380 233 8385
Email: info@tierralu.com
Monday to Friday | 08:00 – 16:00 (EST)
Weekends | 10:00 – 15:00 (EST)
We aim to respond to your inquiries within 24 hours.