Frequently asked questions

Shipping

What are the shipping costs?


The shipping costs are free on all orders above € 100 in The Netherlands and €350 in The United States. Shipping Costs via Post.nl with track and trace during COVID Netherlands: € 3,5 USA: € 31 UK: € 19 Europe: € 10 Rest of the world: € 35




How long does it take to process an order before it is dispatched?


The processing time of your order may vary between 1 -2 business days ( Monday to Friday, excluding National Bank Holidays). If your purchase has been done during the weekend we will dispatch it on the next Monday. Your package will be shipped to the address that you give us unless otherwise noted. If the purchase is a gift, please complete the correct address and let us know the new address to be shipped.




Do you sell your products internationally?


Otomi Mexico ships Internationally! If your country doesn't appear on the shipping list, please email us, to check the cheapest shipping price to send the product. We ship from The Netherlands using standard mail service - Post NL and DHL. Please be aware that International buyers are responsible for any additional cost that may apply such as Customs Charges, Taxes & Additional Postal Fees etc.




What is the delivery policy?


The expected time to deliver the product: - The Netherlands: 2-3 working days* - Europe: 5- 10 working days* - The United States & Canada: 15- 20 working days * -Rest of the world: 20 working days* We are not responsible for any delay in case of a strike or busy period (Christmas ) by the mail companies. *Delayed delivery due to COVID-19





Returns & Exchanges

Do you accept returns?


Yes, we do. Products that have been used, damaged or altered by customers are not returnable ( Items on sale can not be returned or exchanged)​. Buyers are responsible for return shipping costs. 1) Please email us promptly (max 2 days after receiving the product) at contact@otomimexico.com to inform us in case of any issues with your order. 2) Re-pack the items ( original packaging) within 14 days of receiving it. Return items that wish to be returned will be at the expense of the customer. 3) If you are eligible for a return, once we receive and check the condition of the product, we will refund the customer the total amount the product (shipping costs are non-refundable) within 7 days. 4) Otomi Mexico is not responsible for merchandise that is lost in transit during return shipping . We suggest to send returns with proof of delivery.





Exchange & Cancellations

What is your exchange policy?


All our products are unique pieces and therefore they can not be exchanged for similar products. But you can exchange it for a different size or color. Email us at contact@otomimexico.com . Send back to us the products in its original conditions as you receive it ( new) within 14 days of receiving it. Customers are responsible for the shipping cost that may cost to exchange a product. Otomi Mexico reserves the right to refuse your return. Cancellations All sales are final once the transaction is completed. We don’t accept cancellations.





Fair Trade

Is Otomí México a fair trade business?


Otomí México works by fair trade principles and practices. We work with artisan groups creating opportunities and partnerships. We promote fair trade providing fair wages to all of our artisan partners.




Where do your products come from?


Our products are made by talented artisans from Oaxaca, Hidalgo, Chiapas,and México. By purchasing handmade products, you are helping local artisans to obtain an income for their families, helping to improve their quality of life and at the same time to maintain alive this beautiful Otomi tradition.





Unique Mexican Design

Are your products handmade?


All our products are 100 % handmade and unique, therefore we have only one of each product available. As with all handmade items, slight variations ( color, design, fabric) will occur. This imperfection make them unique pieces.