Return & Refund Policy
Your satisfaction matters to us. If your order is not what you expected, we will do our best to make it right. Please take a moment to read through this policy before reaching out.
Return Window
We accept returns within 7 days of the delivery date. Once that window has passed, we are no longer able to issue a refund or process an exchange.
Eligibility
To qualify for a return, your item must meet each of the following requirements:
- Unworn, unwashed, and in its original unaltered state
- Returned in its original packaging with all components intact
- Submitted with valid proof of purchase
Any item that has been worn, washed, or modified in any way will not be accepted for return.
How to Start a Return
Send us an email at info@tierralu.com with your order number and a brief description of the issue. Wait for written confirmation from our team before sending anything back — items returned without prior approval will not be accepted or processed.
Items We Cannot Accept Back
The following are excluded from our return policy regardless of circumstances:
- Items that show signs of wear, washing, or alteration
- Items sent back without written authorization from our team
- Items missing their original packaging or returned in an unacceptable condition
Not sure if your item qualifies? Email us at info@tierralu.com before shipping anything back and we will let you know.
Damaged, Defective, or Incorrect Items
Check your order carefully when it arrives. If anything is damaged, defective, or not what you ordered, get in touch with us right away at info@tierralu.com. We will take care of return shipping on our end and work to resolve the situation promptly.
Who Covers Return Shipping
For items that arrived damaged, defective, or incorrect, Tierralú covers the return shipping cost. For all other return requests — including change of mind — the cost of shipping the item back is the responsibility of the customer.
Exchanges
We do not offer direct exchanges. If you would like a different style or size, return your original item first and place a new order once your return has been approved.
Refunds
After we receive your return, we will inspect the item and follow up with our decision. Refunds that are approved will be credited back to your original payment method within 10 business days. Your bank or card provider may require additional processing time on their end.
If more than 15 business days have passed since your refund was approved and nothing has come through, reach out to us at info@tierralu.com and we will look into it.