WHO CAN I CONTACT FOR ANY INQUIRIES AND ISSUES? 

Contact us at arukahnld@gmail.com for any inquiries and issues. We respond within 24 hours.

WHEN WILL MY ORDER BE PROCESSED?

*Pre-launch time: During this pre-launch time (November 7 2020 to December 31^st 2020) Most of our products are made to order, thus ensuring we comply with the requirements of our clients. Shipping times vary between 8-10 business days, and in some cases it may take fewer days. When the order placed is ready, we will notify the customer’s email or contact number, and a copy of the shipping guide of the transporting company will be sent so that the respective follow-up can be done. Please allow extra time for your order to be processed during holidays and sale seasons.

After pre-launch time we will be launching so all orders are handled and shipped out from select warehouses depending on where you’re located, most inventory ships from Colombia. Please allow extra time for your order to be processed during holidays and sale seasons.

We process orders between Monday and Friday. Orders will be processed within 1 business day from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER? 

*Pre-launch time: During this pre-launch time (November 7 2020 to December 31^st 2020) Most of our products are made to order, thus ensuring we comply with the requirements of our clients. Shipping times vary between 8-10 business days, and in some cases it may take fewer days. When the order placed is ready, we will notify the customer’s email or contact number, and a copy of the shipping guide of the transporting company will be sent so that the respective follow-up can be done. Please allow extra time for your order to be processed during holidays and sale seasons.

After pre-launch time we will be launching so once you place your order, please allow 24 hours to process your orders. After that, it will take 4-7 business days for delivery in the United States. No international orders.

WILL I BE CHARGED WITH TAXES? 

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

WHAT METHODS OF PAYMENT ARE ACCEPTED, IS IT SECURE?

All payments and information are secure through STRIPE system. We accept Visa, Diners Club, MasterCard, Discover.

WHAT IS YOUR REFUND AND RETURN POLICY?

Our goal is to make sure you are completely satisfied with the purchase you made. If for any reason you are not satisfied with the product purchased, you can change it within a period of fifteen (15) days, counting from the date you receive your product.

To exercise the right to an exchange, the products must meet the following requirements:

• They must not have been used, washed or damaged.

• They must keep the original label.

• They must be returned in the original packaging.

• Purchase invoice must be presented.

• Promotional items or items purchased in the “Sales” section have no change.

• Except for warranty.

CLAIM FOR QUALITY

As long as you have put the item to good use and it has a quality problem, we will acknowledge the repair or change of it. If your request for the effectiveness of the warranty is not accepted after having been evaluated by our technical department due to the lack of compliance with the conditions indicated above, we will contact you, within 15 business days following the date of your claim, to coordinate your shipment again with a freight collect where you must pay the transport company at the time the product is delivered.

Before filing a claim, we suggest you consult the most common cases of rejection of exchanges due to misuse of the products:

• The time limit of twenty (20) days after the purchase was delivered to make the claim was exceeded.
• Use of chemicals or bleach.
• Faded by direct sun drying.
• The item was altered or modified by the client and therefore its last was damaged. 

The design of the purse or hat has an artisan process that makes each item have unique and irregular finishes between the same batch. Iraca Palm is the main material. The various stages of the process undergo small variations depending on the region or the uses of the operators, but in general they undergo the same basic treatment that encompasses several tasks: harvesting (cutting of the bud and petiole, cutting, shredding and cutting the petiole) , cooked, rinsed, blanched and baked. In the various processes of the adaptation of the iraca palm elements and tools such as common machetes, fine-pointed compasses, metal needles, metal cauldrons, ponds and stoves are used. By this process it becomes a material resistant to everything. If you notice that there are lints on the purse it is NORMAL but it will no come apart or damage the purse, it´s the normal component of the material. 

If you still have questions, you can contact the Customer Service Email arukahnld@gmail.com we will respond within 24 hours.In the event that Arukah NLD has mistakenly sent an item other than the one requested, we will acknowledge the change. All transportation costs will be reimbursed.