COMPLIMENTARY GLOBAL DELIVERY

FAQs

 

GENERAL

  • How can I contact Maison Mezcal team
    We at Maison Mezcal are always available. Send us an email to isai@maisonmezcal.com or here we typically answer within 24 hrs. 

  • How do I get the latest information from Maison Mezcal?
    Make sure to sign up for our newsletter at the bottom right of our homepage in our online store. You can also follow us on Facebook and Instagram for daily updates, /maisonmezcalstudios @maisonmezcal 

  • How do I unsubscribe from Maison Mezcal newsletter
    You can click the "unsubscribe" bottom at the bottom of each email we send. 

  • How can I become a Maison Mezcal retailer?
    We are looking for ideal comercial partners, Send us an email at isai@maisonmezcal.com or typically find us here

 

SHIPPING AND DELIVERY

  • From where do you ship?
    All our orders are shipped from Guadalajara, Mexico.  

  • When will my order be shipped?
    Bespoke orders take 3 to 5 weeks to dispatch. Stock orders will be dispatched 1 to 3 days after you have placed your order. When your order is dispatched you will receive a confirmation email. 

  • Can I track my order?
    Yes, we will provide a tracking number with your shipping confirmation email.

  • Is my order insured?
    Yes all of our orders are shipped with insurance to deliver against any theft or damage whilst in transit from Maison Mezcal warehouse to shipping address. Once the order has been delivered the insurance no longer covers the packet. 

  • How long does it take to receive my order? 
    All our international orders take between 5 to 10 business days to be delivered after your confirmation email has been sent. We use FedEx insured delivery for all of our orders. FedEx usually delivers between 9 am and 6 pm on business days depending on your country of residence. 

    All our national orders are delivered with Estafeta and take 2 to 5 business days to be received. 

  • How much does shipping cost?
    We provide complimentary express worldwide shipping.

  • Are Tax/VAT added?
    All our pieces sent to Mexico will incur a 16% IVA cost. Pieces sent outside of Mexico will not include this cost. Prices do not include service, payment and delivery charges. Upon delivery, the customer is obliged to pay customs, duties and other applicable taxes. 

  • How much duty and tax will I have to pay?
    Customs regulations vary from country to country, so the customer should contact the local customs office for further information.

 

PAYMENTS

  • What payment methods are accepted
    We accept the following credit - and debit cards: Visa and Mastercard via Shopifypay. We also accept PayPal and Stripe where the amount for your order will not be charged until your order is shipped from Maison Mezcal. 

  • Is it safe to use my credit card online
    All your personal information is handled under strict confidence. Maison Mezcal will never give any of your personal information to 3rd parties. All information is encrypted for safety.

  • In which currency will my purchase be made?
    Prices are shown in your US dollars. When you proceed to check out the payment will be processed in US dollars.

  • When will I be charged?
    We check our stock levels, pack and fulfill the items to then make the charge. 

  • Why was my credit/debit card declined at checkout?
    For all questions regarding payment problems, please contact your local bank or card-issuing company.

  • I have a discount code, how can I use it?
    You can simply use the discount code by entering your gift card code in the second step of the checkout at the payment section.

 

RETURNS AND EXCHANGES

  • How do I return or exchange an item?
    All our orders are custom made therefore we cannot offer refunds, exchanges or returns so please choose wisely. If you have a faulty item or defect please email isai@maisonmezcal and attach the necessary photos. 

  • How do I send my return due to defect?
    We recommend you use FedEx tracked service for international deliveries and Estafeta for national as we will not be able to process a refund if your piece is not received.
     
  • Where do I send my return?
    Please check here for details.

  • When I send a return or exchange back to you, how long will it take?
    Once you have sent the return, it can take up to a few weeks before the item is delivered at our warehouse. We recommend sending the shipment with a tracking number so it is fully traceable. We will contact you as soon as we receive the return and arrange for an exchange/return.

  • I have received a faulty product, what should I do?
    If you receive anything damaged, please contact us at isai@maisonmezcal.com as soon as possible. Please place the item back in sealed bag and Maison Mezcal packing to avoid any added scratches or damages. Please always refer to your order number in your communication with us, along with photos of the claim area and a description of the claim. If the product is considered defect, Maison Mezcal will make a full refund including shipping costs when the return of the claim is received.

  • I received an item as a gift. Can I return it?
    If the gift was bought from us we cannot offer a return. If the gift was bought from one of our retailers, you must contact the store directly.

  • I got a faulty item, will I be refunded for the full amount and shipping costs of my order?
    The refund is made using the same payment method used at purchase. Maison Mezcal will only issue a refund of the amount excluding shipping cost when the shipment is returned. 

  • When do I get my refund?
    The refund will be issued after receiving the returned item and after it has been inspected for any signs of wear and tear. The refund is made using the same payment method used at purchase. Normally it takes between 5 days before the refund is complete.

 

MAISON MEZCAL JEWELLERY

  • What size should I order?
    Please check out our size guide online for sizing here. We recommend having your finger measured at a local goldsmith if you are unsure of which size you are.

  • The size I ordered is wrong, can I re-size the ring?
    If you have tried out the ring and it feels somewhat tight or loose, we recommend you take it to your local goldsmith to get it resized. Some goldsmith may be hesitant to resize rings with stones as they might brake. We are not able to process a return of a piece thats been damaged. 

  • How do I take care of Maison Mezcal Jewellery?
    For general guidelines on how to take care of your Maison Mezcal Jewellery, check out our jewellery care online here.

  • My ring has tarnished, what do I do?
    Any jewellery can tarnish and can be a result of exposure to air, moisture and skin's PH balance. Try cleaning the ring with regular silver polish, which can be found at any goldsmiths or grocery stores. You can also deliver the ring to a goldsmith for polishing.

  • Do you do Custom Engravings?
    Yes, you can type in your engraved message and indications in the cart's textbox prior to checking out. 

  • How long does it take to make a custom gold/rose gold piece?
    It takes 3 weeks to get finished and ready to be dispatched.
     
  • Where is the jewellery produced?
    We make all our pieces is our workshop in Guadalajara, Mexico. 

  • Where is the silver sourced from?
    We buy metals from trustworthy local and close sources to us. We are increasing the amount of recycled materials with great care as we avoid purchasing stolen goods and further developing a market for crime.

  • Where are the stones from?
    We work with stones brought from different parts of the world including; India, Russia, Brazil and America among others. We have committed to sustainable mining and screen our stone suppliers prior to purchase. 

  • What do you do to avoid child employment?
    We refrain from employing any children, some of the workshops we have partnered with are family owned and the trade is passed down generationally. The youngest learner in one of the stores is in 9th grade, we ask all of our partners to focus on their children's scholar education and teach them the trade safely. 

 

GIFT GIVING

  • I want to give my partner / boyfriend / girlfriend / spouse a gift what do people normally get?
    The cuff bracelet is a bestselling gift for partners, yet we also recommend purchasing a significant piece showcasing an ideal colored stone. 

  • How can I know their size without them knowing?
    We recommend you get help from a friend of their to follow the steps here, or borrowing one of their current pieces to get it sized. Otherwise we may assist you with an email at isai@maisonmezcal.com for a more detailed approach. 

 

SOCIAL GIVEBACKS

  • What do you donate?
    We donate an emergency package including food, meds and toiletries packed by a third party organization which exists to assist those in need. 

  • Why did you choose this cause?
    Because it is a local challenge in our area that is not only ours but is of worldly dimensions as there are many social players involved. We choose to help the one and the world. 

  • How are you trying to stop the issue from its root?
    The main source of the issue is economic disparity, education and violence in the nations. Without our task it will be impossible to arrive at a place where victims are in a healthy spot to begin making changes in their life that will impact the root cause. 

  • Can I make a direct donation to the cause?
    Yes, you make contact us at isai@maisonmezcal.com and we will give you further details.