Refund policy

We want you to be happy with your purchase. We accept returns up to 14 days after delivery, in unused original condition. We will refund the full item amount. Shipping charges are non-refundable. 

To start a return/refund request, please contact us at hello@mercadolula.com. If your return is accepted, we’ll 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.

Damages and issues
Please inspect your order upon receipt and contact us immediately if any items are defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note that handmade items may have slight variations in color and dimensions as a natural part of the artistic process. Should you have any concerns about your handmade item, please contact us within 14 days of delivery. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food and beverage items), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific items.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want in a timely manner is to return the item you are unhappy with (after communicating with us regarding your request for refund), and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.