Returns policy

Returns and Exchange Policy

At ART-ES, we work with handmade products, crafted with dedication, detail, and care. Each piece may have slight variations inherent to handcrafted work, which are part of its authenticity and value.

For this reason, we do not accept returns or exchanges due to personal preference, change of mind, color, perceived size, or natural variations of the handcrafted product.

Cases where review is accepted

We can evaluate a return or exchange only if the product exhibits:

• Obvious manufacturing defect.
• Damage sustained during shipping.
• Incorrect product received.

Timeframe to report an issue

The customer must report any issue within a maximum of 3 calendar days after receiving the order.

After this period, we will not be able to accept claims related to damage, defects, or errors in the product.

Requirements to request a review

To evaluate the case, the customer must send:

• Order number.
• Clear photographs of the product.
• Photographs of the packaging, if the damage occurred during shipping.
• Brief description of the problem.

The report must be sent to our official customer service channels.

Case evaluation

Each request will be reviewed by the ART-ES team. If the case qualifies, we may offer one of the following solutions:

• Product exchange, if available.
• Repair or management with the artisan, if applicable.
• Partial or full refund, depending on the case.
• Credit for a future purchase.

Products not eligible for return

Returns are not accepted for products that are:

• Used.
• Damaged by misuse.
• Washed or altered.
• Without packaging or sufficient evidence.
• With variations inherent to handmade work.

Important

Purchasing from ART-ES means supporting the work of Salvadoran artisans. Our commitment is to ensure that every product arrives in good condition and that every purchase is treated with respect, transparency, and purpose.