FREQUENTLY ASKED QUESTIONS / FAQ
FREQUENTLY ASKED QUESTIONS / FAQ
How I can cancel my order?
Send us an email to info@torrela.com with the subject "Order cancellation". We will do our best to do it. Unfortunately, orders that have already been completed and shipped cannot be canceled immediately.
If you receive the product, you will have calendar days to send it back to the address that we will share with you. Shipping costs are borne by the customer.
How can I change an item in my order?
Unfortunately, we cannot make changes to an order that has already been processed. However, if the order has not been shipped, we may offer to cancel and refund the order so that you can place a new order with the correct items.
For more information, see our exchange and return policy on our website.
How can I change my shipping address?
Unfortunately, we are unable to make address changes to an order that has already been shipped. However, if the order has not shipped, we can try to make that change. Use our email info@torrela.com to share the correct address. We will do our best to make the change. For more information, see our exchange and return policy on our website.
If we are unable to make the address change, we ask that you contact the shipping company used in your email confirmation with your tracking number. If the package does not reach you and is returned to sender, we will reship it when it returns to our warehouse. * An additional fee may apply for wrong addresses submitted by the customer.
Why was my order cancelled?
There are several reasons why an order may be canceled and refunded. If our system detects that there is inaccurate information regarding the order, our team will contact you via email to confirm these details. If there is no successful response from the customer after 2 business days, we will go ahead and treat the order as cancelled.
When do I enter my discount code?
Your discount code can be added at checkout. The discount will be applied immediately in the total amount when applying the coupon. Please note that you can only use one discount code per order.
What currency will I be charged in?
TORRELA Jewelry allows you to check out in Mexican pesos.
Customs, taxes and duties
Import costs are the responsibility of the customer to pay. TORRELA Jewelry does not cover any charge or additional cost for the final delivery of the package to its destination or country. Please note that these charges differ depending on country laws and policies and we cannot estimate the amounts. If a package is returned due to denial of customs duties and taxes paid, a refund will not apply.
Have you received my return?
You will receive an email confirming the registration of your return from our returns department and your refund will arrive within 3-5 business days. If you have not received an email within two weeks from the date you returned your package, please contact our customer service team with your order and tracking number.
shipments
For orders being shipped outside of Mexico, you will be responsible for any applicable customs duties/taxes, as the case may be.
Final delivery of international packages will be processed by the local postal service in your country.
Compliance time:
We ask that you allow up to 3 business days for our team to process your order upon confirmation of payment. Every order goes through a quality control inspection.
During sales periods and peak volumes around the holidays, we ask that you allow 3-5 business days for your order to be completed before shipping.
Once your order has been processed and shipped, a secondary shipping confirmation email with tracking number will be sent to your inbox. If you are having trouble receiving this email, please check your spam folder first or visit our FAQs for additional help.
It is important to note that some orders may require additional information from our shipping team regarding address and/or payment confirmation. Please check your inbox for follow-up emails after placing your order to ensure your request is processed.
FAQ
- How can I cancel my order?
Please email us at info@torrela.com with the subject “Order Cancellation”. We will try our best efforts to make this attempt. Unfortunately orders that have already been fulfilled and shipped cannot be cancelled. For more information please review our returns and exchanges policy on our website
- How can I change an item on my order?
Unfortunately, we cannot make changes to an order already processed. However, if the order has not been shipped we can offer to cancel and refund the order, so you are able to place a new order with the correct items. Please use our *contact form and select “Item Change”. We will try our best efforts to make this attempt. For more information please review our returns and exchanges policy on our website.
- How can I change my shipping address?
Unfortunately, we cannot make address changes to an order already fulfilled and shipped.. However, if the order has not been shipped we can attempt to make that change. Please use our contact form and select “Address Update” and include correct address in the additional comments. We will try our best efforts to make this attempt. For more information please review our returns and exchanges policy on our website.
If we are unsuccessful in making the address change for you, we ask that you contact the shipping company used in your email confirmation with your tracking number. If the package does not make it to you and is Returned To Sender we will reship the package when it returns to our warehouse. *An additional fee may be applied for incorrect addresses submitted by the customer.
- Why was my order cancelled?
There are several reasons an order can be canceled and refunded. If our system detects there is inaccurate information regarding the order, our team will reach out via email to confirm these details. If there is no successful response from the customer after 2 business days, we will move forward and deem the order cancelled.
- When do I enter my discount code?
Your discount code can be added at checkout. The discount will immediately be discounted from the total sum while applying the coupon. Please note that you can only use one discount code per order.
- What currency will i be charged in?
You will be billed in your chosen currency. TORRELA allows for checking out in US Dollars and Mexican pesos.
- Customs, Taxes and Duties
Import charges are the responsibility of the customer to be paid. TORRELA do not cover any additional charges or costs for the final delivery of the package to your destination or country. Please note these charges differ based on country laws and policies and we cannot estimate the amounts. If a package is returned to refusal of customs fees and taxes paid, a refund will not be applicable.
- Have you received my return?
You will receive an email confirming the registration of your return from our return department and your refund will reach you within 3-5 business days after that. If you haven't received an email within two weeks from the date that you returned your package, please contact our customer service team with your order and tracking number.
- Shipping
For orders to be shipped outside of Mexico, you shall be responsible for any applicable customs duties/taxes as the case may be.
Final delivery for international packages will be processed by your country's local postal service.
- Fulfillment Time:
We do ask that you allow up to 3 business days for our team to process your order upon confirmation of payment. Each order goes through a quality control inspection.
During sale periods and peak volumes during the holidays, we ask that you allow 3-5 business days for your order to be fulfilled before shipping.
Once your order has been processed and shipped, a secondary shipping confirmation email with tracking number will be sent to your inbox. If you have trouble receiving this email please check your spam folder first or visit our FAQ for additional help.
It is important to note that some orders may require additional information from our shipping team in regards to address and/or payment confirmation. Please check your inbox for any follow up emails after your order is placed, to ensure your request is processed.