Delivery and Returns FAQ
I. Where does Trama Textiles deliver to?
Trama Textiles is based in Guatemala and can deliver packages to any country in the world! We work with our trustworthy shipping partners who work hard to deliver our packages efficiently and safely. On average, a package will take 10-15 days to arrive to almost any destination in the world. Specific shipping times for your country will be provided to you at checkout.
II. How much does shipping cost?
We offer free shipping to US and Canada. Shipping costs to Central and South America, Europe, Asia, Africa, and Australia vary per country and will be calculated for you at checkout.
III. Will I receive tracking information for my package?
Yes! We ship packages with primarily DHL, and occasionally UPS and Fedex. We will send you a tracking number and directions to track your package 5 to 7 days after you place your order. The reason for the delay in receiving track info is that our shipping partners only generate tracking numbers once the package is cleared by Guatemalan customs. No need to worry, We appreciate your patience with this process!
IV. Do I have to pay customs fees?
If you live in Canada, Australia, or England, you may have to pay a customs fee to receive your package. These fees vary by country. You will receive a call, text message, and/or email from DHL with directions on how to pay the customs fee when the package has arrived to your country.
V. I'm tracking my package and see a "failed delivery", or "package on hold" message, what do I do?
If you see that your package is experiencing trouble, please contact the shipping company first through their customer service page. After we hand the package over to DHL, UPS, or Fedex, the package becomes the responsibility of the receiving customer and the shipping company will respond to your request for information. If you are still having trouble, you can reach out to our sales team at email@example.com and we can see what we can do.
Please remember before making a purchase with Trama Textiles or reaching out to return an item that every product we make is UNIQUE. Since the products are hand-woven by self-trained indigenous weavers, there will always be small variation in color and pattern from product to product. If the product does not look exactly like the picture, please understand that this is part of the reality of buying products that are made with traditional backstrap loom weaving techniques. In our opinion, that's what makes our handicraft so beautiful and meaningful, and we hope you see the value in this too!
If your product is damaged, does not fit, or entirely different from what you ordered, then we will happily help you return it to us with a full refund of the product price! For shipping costs, we will cover the costs of shipping it back to us. Please email our sales team at firstname.lastname@example.org to coordinate a return.