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Frequently Asked Questions

How do I place an order?

Once you find an item you would like to purchase, simply click the "Add to Cart" button in the product's description page. You can check the contents of your shopping cart at any time by clicking the "Cart" button at the top of the page. If you decide to remove an item from your cart, once inside you cart just click the "X" on the left of the product you would like to remove. You can also adjust the quantity of any product in your shopping cart. To do this, press the "up" or "down" inside the quantity field until you reach your desired new quantity. Then click on the "Update cart" button. Assuming the quantity you have requested is available, you will now see the adjusted quantities as well as your new subtotal. If you try to enter a quantity that is greater than the quantity available, please note it will not be possible. You will only be able to reach the maximum quantity available. If you wish to purchase a bigger quantity than the one our system allows, pls contact us at contact@kukumari.com and we will gladly make the arrangements for purchasing bigger quantities.   

Where is my order?

We will send a confirmation of your order once it is processed. Whenever you wish to check the status of your orders, just enter My account and click "Orders". Here you will find the list of all your orders and their current state. We will also send the tracking information as soon as the products leave our headquarters so you can be aware of the current step in their delivery process. At any time, you can also send an email to support@kukumari.com and include your name, order number, and email address. A member of our customer service team will reply with information about your order, if it has been shipped, when it was shipped, or when we expect it to be shipped.

What forms of payment do you accept?

We accept payments through PayPal. Please note that credit cards will be charged only after an order has shipped from our fulfillment center, although an authorization will be obtained at the time the order is placed.

Is my credit card secure?

All customer payment information remains private. 

When will my card be charged?

If you pay by credit card, an authorization will be obtained when you place your order, and the card will be charged once your order has been shipped from our offices. If you ordered multiple ítems, they will wait for all to be ready and your card will be charged altogether once they are all shipped. If you wish any of your products to be delivered as soon as they are available, please send an email with your instructions to support@kukumari.com. Please note that in these cases there will be additional shipping charges as instead of sending all products in one parcel we would be sending them in more than one. 

How long will my order take to arrive?

On average, orders arrive at the destination address between 2 and 4 weeks. The delivery time will depend primarily on two factors: item availability and shipping service.

Note some items may carry a special delivery timeframe different from that of other items. This will be specified on the product detail page.

Please note products in Backorder could have longer delivery timeframes.

If we determine that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

Where can you ship the orders?

We are currently delivering goods to: Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Portugal,  Spain, Sweden, Switzerland, United Kingdom, Canada, Mexico, United States, China, Japan, South Korea, Australia and New Zealand. If your country is not among these listed, please contact us at support@kukumari.com. We will gladly make the arrangements to deliver the goods to countries not currently listed.  

What shipping options do you offer?

During the purchase process, you will be given the shipping charges. Items will ship directly to you from our local office. We select the shipping company after revising delivery costs and timeframes and we work with the most reliable carriers: Fedex, UPS, DHL. We will deliver your items using the most convenient between these shipping services. 

Orders containing more than one item are shipped once all items are ready for shipment. In case you would like your items to be delivered separately according to their availability, pls send an email with your instructions to support@kukumari.com at the time you place your order. Pls note in this case there will be extra shipping costs.

Do you ship to PO Box Addresses?

Yes, in many cases we are able to ship to a PO Box. We will alert you during the order processing procedure if your order will require a physical address.

What about APO/FPO/DPO addresses?

Yes, in many cases we are able to ship to APO/FPO/DPO addresses. We will alert you during the order processing procedure if your order can or cannot be shipped to these addresses. Pls note too that timeframes may vary to these destinations. 

I shipped my order to the wrong address. Can you reship my package?

A fee will be applied to all orders where:

  1. The incorrect address has been provided by the customer and the package is returned as undeliverable.
  2. An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits
  3. A move or sudden change of address results in the refusal or non-delivery of an order
  4. An APO or FPO address has been provided as the shipping address

The fee will consist of a $15.00 handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

Item Availability:

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery time frame.

How do I return an item?

Refunds will be available for up to 15 days from the day you receive your order. Contact us at support@kukumari.com to request a Returned Merchandise Authorization (RMA) form during this 15-day period to qualify for a refund. Please include in this email your name and order number and we will send you the RMA form for you to fill in and return at this same email address.  The RMA form should include complete information such as your name, order number, item number of the product you would like to return and product name as well as the reason for wanting to return the product. If your return is in any way a result of an error by kukumari.com, we will provide you with a prepaid return label through one of our shippers. All applicable shipping costs of the product you are returning will be paid by kukumari.com.
If the return is not the result of an error by kukumari.com, you will be responsible for all shipping costs incurred for the order and any costs associated with returning the item(s). If this is the case, please send your return using a reliable carrier that offers tracking (such as UPS, DHL or Fedex). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at our local office in their original condition. Either way, we will get back to you after you send us your filled in RMA format, providing you the RMA number and the Return Address so you could proceed reshipping process.

IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at our local office.

No refunds will be available after the 15-day period has expired.

Can I cancel or modify my order?

Your order request is promptly received and processed by our team. Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us as soon as possible to the email  support@kukumari.com and we will determine if we will be able to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it but as this return is not the result of an error by kukumari.com, you will be responsible for all shipping costs incurred for the order and any costs associated with returning the item(s).

Pricing Errors and Cancellation of Orders

Kukumari.com reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:

  1. Product pricing error: Because we offer a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the price paid, we will adjust your charge and give you the lower price.
  2. Misuse or abuse of a promotion code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us at support@kukumari.com prior to placing an order.
  3. Billing information provided for the credit card does not match the information on file with the card issuing bank.
  4. Credit card declined by the financial institution.

PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until you receive a "Your item has been shipped" confirmation email which means all charges have been accepted by your bank institution and your purchase is on the way. 

Do the prices on your items change?

Price fluctuation occurs primarily because Kukumari.com products are available direct from the artists and artisans and currency fluctuation may impact their price in dollars. These changes are typically very small -- however, in the case of large currency movements, the price swings can be noticeable. Another factor in price fluctuation is that artists have control over their pricing and can change their prices based on the supply and demand of their products.

Do you charge sales tax?

No sales tax will be charged to any order delivered outside Peru. However, customs tax in your country is to be paid by the buyer if required when the product enters the country. Kukumari.com is not responsible nor is aware of import regulations and tax impositions in the country of destination. 

Can you ship all products to any country?

Please check with the Customs bureau in the destination country if you are unsure about any commodity-specific import regulations or restrictions that might affect your shipment. Kukumari.com cannot be held responsible for any items quarantined, destroyed or otherwise not delivered as a result of an import restriction in any country.

Will I be charged if I refuse my order?

Please note a $25 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier and for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.

Please note a $15 fee (per package) will be assessed for all shipments that are re-routed or returned to Kukumari.com by the carrier. This fee is separate from the re-shipping fee and re-shipping costs back to our local office, which is required before packages can be re-shipped.

Will I have to pay taxes and duties on my order?

Orders may require the recipient to pay duties upon delivery. We strongly recommend that you contact the local courier office in which your items will be sent or customs bureau to inquire about possible import taxes and fees. Kukumari.com cannot be held responsible for import charges imposed by the courier and/or the local government on orders delivered to the different countries.

Can I reuse a promotion code after I return the product?

If the return did not result from an error by Kukumari.com, you will be unable to re-use the original promotion code. If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on our part, we will gladly issue you a new promotion code for a future purchase on the site.

When will I get my refund?

Credit for returned products will be issued within 20 business days of the reception by us of the returned merchandise using the same form of payment originally used for the order (except where other arrangements have been made, as in the case of gift orders). At this time we are unable to accommodate exchanges.

Important Notes and Restrictions for Refunds:

  • Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Returns Center.
  • Kukumari is not responsible for loss or any costs incurred (including freight, duties and taxes, or import fees) for items returned without an RMA number or to any address other than our Kukumari Returns Center.
  • No refunds or returns on customized products.
  • No refunds or returns on gift certificates.
  • As a safeguard against potential abuse, Kukumari reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.

I haven't received my order. Is it lost?

Be sure to indicate the complete and correct shipping address when you are placing your order. Kukumari is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact us at support@kukumari.com. A member of our customer service team will check our records to determine when your order was processed and shipped. Please note that any claims related to non-receipt of merchandise must be made within 30 days of the shipment date or within 7 days of the delivery date reported by the carrier, whichever came first.

What happens if my item arrives damaged or incomplete?

Your satisfaction is our priority. If you have received a damaged or incorrect item, or if part of your order is missing, please notify us immediately to support@kukumari.com. In your message, please include your name, order number, and email address, and provide as much detail as possible about the situation.

We will be happy to replace any damaged/incorrect items, assuming a comparable replacement is available, or provide you with a full refund.

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