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Frequently Asked Questions


FAQ

1. International Shipping and Returns 

Yes, we ship international orders with insured tracking. However, customers are responsible for shipping estimates. Refer to our Flat Rate Shipping costs in Shipping and Returns. Buyers are responsible to any customs and import taxes that may apply. We are not responsible for any delay due to customs.

Estimated shipping times:

Europe: 2-5 weeks

Central America: 3-5 weeks

South America: 3-5 weeks

Rest of the world: 3-5 weeks

2. What is your exchange and return policy?

We are happy to exchange any purchase for a different size. Return shipping costs will need to be covered by the customer. To exchange an item contact us within 3 business days. Ship your item back within 7 business days of receiving your item. Your item has to be in our store during this 7 days time frame. When we receive your item we'll send a new size. You will receive an email confirmation and a tracking number to track your package. For more info refer to our exchange and return policy.

* Exchanges are subject for approval, no damages or defective.

* Can't accept exchanges for items on sale or personalized orders.

3. Can I order a custom item?

We offer custom offers for some of our products, please contact us if you need a special order.

4. When I will receive my item?

Madre Luna ships within 2-3 business days, allow an additional 3-5 business days for mail to deliver your order.

5. Want to collaborate?

We'll love to collaborate with you! We are open to creative collaborations, we believe we can make great things together! Just contact us with your idea!

6. What boot size should I order?

Our boots run true to size. If you're in between sizes, order up a size. Refer to our size chart in Sizing and Care. Our shoes generally stretch to a comfort fit.

7. How are items restocked?

Restocks are by collections and season. Madre Luna products are handmade by artisans in Guatemala tha'ts why each collection is unique and truly one of a kind.

8. Do we wholesale?

We do offer wholesale for some of our items, please contact us for more details or email us at info@madre-luna.com

10. Where is my package coming from?

All of our products are made in Guatemala but come from USA.

11. All sales are final  

All of our sales are final. However, we accept returns and exchanges. Please refer to our return and exchange policy in Returns and Shipping.