Returns and Refunds Policy

What Is Our Returns Policy?

If you wish to return an unopened item in perfect condition, please contact us within 7 days of receiving your order. You can reach us at [email protected] with the reason for your return.

Once we receive your request, we will provide you with our return address and instructions.

Important Notes:

  • The cost of returning non-faulty items is the customer’s responsibility.
  • We cannot accept returns for fresh or frozen items with a short shelf life.
  • This policy does not apply to faulty products, which are handled separately under our faulty products policy.

Your statutory rights remain unaffected. For further assistance, feel free to get in touch with our team.

What Happens If I Receive a Faulty Product?

At La Tienda by Jose Sol, we take great care to ensure all products meet our high standards before they leave our warehouse. Our team thoroughly checks each item before dispatching your order.

However, if you believe you have received a faulty product due to its packaging, appearance, or signs of deterioration, we’re here to help. Here’s what to do:

  1. Contact Us:

   Send us an email explaining the issue, along with a clear photo of the product showing the defect. This will help us quickly assess the situation.

  1. Resolution Options:

   Once we’ve reviewed your case, we will offer one of the following solutions:

   – A replacement of the product.

   – An alternative product of similar value.

   – A refund for the cost of the faulty item.

  1. Important Note:

   Please note that this policy does not cover instances where the product simply does not match your personal taste preferences. Taste is subjective, and a characteristic that one person loves (e.g., saltiness, firmness) may not be to someone else’s liking.

We aim to ensure every customer is satisfied with their order and thank you for your understanding and cooperation! If you have any concerns, don’t hesitate to reach out to our team.

What If My Order Doesn’t Arrive on the Expected Day?

At La Tienda by Jose Sol, we strive to ensure that all next-day delivery orders arrive on time. While we do our best to meet this standard, certain circumstances beyond our control may occasionally result in delays.

Possible Causes of Delays:

– Transportation issues within the courier network.

– Lost parcels during transit.

– Adverse weather conditions affecting delivery routes.

Tracking Your Order:

Once your order has been dispatched, we will provide you with a tracking number via email. This allows you to monitor your parcel’s progress at any time and stay updated on its delivery status.

What to Do If Your Order Is Delayed:

If your parcel hasn’t arrived as expected, please reach out to us via email at [email protected]. Our team will assist you in locating your order and resolving any issues.

Lost Orders:

In the unlikely event that your order is confirmed as lost by our courier, we will promptly:

– Send you a replacement order with the same items, or

– Offer you a full refund.

We appreciate your patience and understanding, and we’re here to ensure that your experience with us remains positive despite any unforeseen delays. Don’t hesitate to contact us for support!

DELIVERY

Deliveries

  • Order Cut-Off Time:
    Orders placed before 2:00 p.m. will be processed on the same day. Orders placed after this time will be processed the following business day.
  • Delivery Timeline:
    • Orders placed before 2:00 p.m. will be processed on the same day, dispatched the next day, and delivered the following day.
    • Example: If you place an order on Monday before 2:00 p.m., we will process it on Monday. The courier will collect your package on Tuesday afternoon, and you will receive it on Wednesday.
  • Weekend Orders:
    Orders placed over the weekend will be processed on Monday.
  • Tracking Information:
    Once your order has been collected by our courier partner, you will receive an email or SMS with a tracking number, allowing you to monitor your parcel at all times.

Important Notes:

  • We cannot take responsibility for courier delays or issues such as failed delivery attempts due to no one being available to receive the parcel. Please provide delivery instructions or an alternative safe place or neighbor’s address during checkout to avoid issues.
  • For special delivery instructions, feel free to email us at [email protected].