Refund policy
Returns and Damaged Items Policy
At Piedra & Art, each piece is handcrafted and carefully packaged to ensure it arrives in perfect condition. We value the quality and uniqueness of our work, and we are committed to helping you if any issues arise.
Damaged Items
If your order arrives damaged during shipping, please report it within 24 hours of delivery.
To initiate a damage claim, email us at piedraandart@gmail.com and include the following:
• Clear photos of the damaged product
• Photos of the inner and outer packaging
• Tracking number or proof of purchase
Once we receive your information, we will review your case and provide guidance. In some cases, shipping may be insured and your item may be eligible for a replacement at no additional cost.
Returns
We have a 4-day return policy, which means you have 4 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at piedraandart@gmail.com. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as custom orders or personalized items, and personal care goods. Please contact us if you have questions about a specific item before making your purchase.
We do not accept returns on sale items or gift cards.
Exchanges
Due to the limited and handcrafted nature of our pieces, we do not offer standard exchanges. If you wish to receive another item, we recommend initiating a return (if eligible) and placing a new order once the return is accepted.
Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, the refund will be issued to your original payment method. Please keep in mind that it may take additional time for your bank or credit card provider to process and post the refund.
For any questions, please contact us at piedraandart@gmail.com.