FAQs
How do I pay for my order?
Once you add your desired item to the shopping cart, you can click on the cart and follow the prompts to complete your purchase. All orders are processed via PayPal. We hope to provide other options in the near future.
What does pre-order mean?
Since we produce in small quantities to reduce waste and environmental impact, you have the option to pre-order items once they sell out (only applicable to listed items with "pre-order" banner). Once you click the "pre-order" button and checkout after payment, we will be notified and contact you for timelines. Depending on the item, it may take anywhere from 1 week to 2 months to fulfill your order.
I love your products but need something in a specific color, size, and/or style. Can you help with this request?
Of course we can! Send us an email at tlalipani@gmail.com and we're happy to help you. We work directly with our artisan families so can customize to your needs.
How much does shipping cost?
Shipping costs depend on the weight of the order, the shipping tier selected, and your zip code. Follow us on Instagram and keep an eye out for occasional promo codes for free shipping.
Do you ship internationally?
Currently, we only ship within the U.S. and Canada via our website. However, we are open to your creative ideas on shipping to you and can find the best option on our end to make sure that your order reaches you– send us an email at tlalipani@gmail.com and we can explore these options together!
Can I change my shipping address?
Yes! Send us an email at tlalipani@gmail.com with your request. If the shipping label has not yet been printed, we can still make the change to your desired address.
Can I add a gift note?
Yes! We LOVE gifts and surprises at tlali•pani. Better yet, we love excuses to treat ourselves and write a handwritten note to ourselves every now and then. Forward your confirmation email over to us at tlalipani@gmail.com and send us the message that you would like to include in your order– we can make it happen if we have not shipped it yet!
My item arrived damaged, what do I do?
Oh no, sorry to hear! Send us an email with photos attached of your item and we’ll be ready to help out.
My order is missing an item and/or I received the wrong items–can you help?
Our bad. Unfortunately, only humans run this business– no robots here. We can resend missing items to you at no further cost, or refund you for them (with a special treat) if they are no longer available.
What is your return policy?
We aim to provide the highest quality products. Each item is made with careful attention, skilled craftsmanship, and by the loveliest humans who take pride in their centuries-long traditions. Due to the handcrafted nature of our products, there may be slight variations in color and/or the finishing process so please keep this in mind when making a purchase and upon receiving your order. If for some reason you’re not happy with your order, email us at tlalipani@gmail.com within 2 days (48 hours) of receiving the order, and we will refund it upon it being returned to us. We can accept returns of unopened, unused products; however, we cannot accept returns of any opened or used products because of our safety and sanitary protocols.
To request a return, please email us at tlalipani@gmail.com, include the order number and the reason for your return request. On approved returns, you will be responsible for the full cost of return packing and shipping. Due to the fragile and valuable nature of our products and to ensure that no items are damaged while in transit, we require you to send back the returned product as follows:
- Package using a strong double-walled box to secure and protect the item with the box. Please review fragile packaging guidelines on your courier's website.
- Purchasing shipping insurance
- Requiring delivery signature
We are unable to offer refunds for items that are returned to us in anything less than like-new condition.