FREQUENTLY ASKED QUESTIONS

The Store

Do you have a store front? No, we are an online retailer. We do not have a physical location nor a showroom at the moment.

Do you offer local pickup? We don't on a regular basis. If it's an emergency, please let us know.

How often do you get new merchandise? We have 2 big seasons- Spring Summer and Autumn Winter. We usually receive new items on a weekly basis except for December and July.

When is your next event? We don't know. We plan events sporadically. Stay tuned to our newsletter and social media channels for up to date news.

What sizes do you offer? We currently have stock for children sizes 0m to 10T. In 2023 we are expanding to 12T.

Are all your brands Spanish? No, we have over 30+ brands and they are from different countries. Most are Spanish, Portuguese and French.

Do you restock? We only restock our timeless pieces like our crib sets and piquet dresses. We also restock our classic shoe styles. 

Where can I see size charts and measurements? In an effort to make your lives easier, we have started including size charts and information on each product. This applies for products introduced from AW2022 and moving forward.

Customer Service

What times is your team available? We try to answer ASAP but official times are 9-6pm EST, Monday through Fridays.

Where can we contact you for support? Email us at info@shopelrincondemaria.com or Whatsapp/SMS/Call at +17862478770. Remember we work on EST (Miami Time).

Order Processing & Shipping

What are the processing times for my order? We try to fulfill orders promptly. We usually ship orders within 1-2 business days. Times may vary for preordered items or during peak season but we will let you know if that is the case.

What companies do you use for shipping? For domestic orders we use USPS and UPS mostly. For international orders we usually use what you pick! USPS economy shipping is the preferred method. We also offer UPS, DHL and Fedex  since they work great for expedited services.

Are international shipping taxes/customs fees included in the price? No, these are the responsibility of the customer. Contact your local government offices if you want to know before hand what the estimated costs for these will be.

Do you offer overnight delivery? Please bear in mind that we do everything in our power to fulfill as quickly as possible but processing times are 1-2 business days. If you need something urgently, we strongly suggest you contact us before you pay for expedited shipping. 

Shipping Claims

What happens if my order is shipped and marked as delivered but I can't find it? It is very rare for orders to get lost or stolen but it does happen! Even though insured shipping options are more expensive, we always strongly suggest to pay for one of these options for your order. Remember, our store isn't liable when this happens and you will have to open up claims with the carriers.

What happens if my order is damaged? Please contact us right away! Take pictures and or videos. Our team will do everything possible to fix the problem. Please be advised, though, that it is up to us to decide if we will exchange it or give you store credit. This will be handled in a case by case basis.

Refunds & Exchanges

Do you offer refunds? We don't offer refunds. We offer store credit, which is valid for 6 months after issuing, and is sent out as an electronic gift card.

Can I exchange an item for a smaller/bigger size? We will do everything possible to help you out with your exchange but please note we don't reserve items. We will process the exchange once we receive the first item back at our warehouse.

Can I return an item I bought? If your order is eligible for returns, you have up to 15 days after delivery to do so. We will need to receive the item back in our warehouse by day 15. This applies to international orders as well.

Customized items or those marked on sale are final sale and won't be exchanged or refunded.

How does the return process work? To be eligible for return, your item(s) need to be unworn, unwashed, and unaltered with original tags attached.

To return your product by mail, please follow these steps:

  1. Send us an email to info@shopelrincondemaria.com, indicating order number, the reason for return and whether you would like an exchange. We will send you return details on our email. To complete your return, we require a receipt or proof of purchase.

  2. Please ship your package using a trackable, insured shipping method. Customer is responsible for the shipping costs of the returned item. We can provide return labels but the amount paid for postage will be deducted from your store credit.

  3. You will receive an email once return has been processed. Please allow 5 business days from the time we receive your return for store credit to be issued. 

Will you cover my return costs? We don't but in an effort to make the process as easy as possible, our team can send you a return label. The cost of the label will be deducted from your store credit but it will be cheaper and faster than going into the post office yourself.

Gifting

Do you include prices on tags? No, we ship all tags without prices. Especially if we know it is a present!

Can I add a gift note to my order? Yes! You can add it during the check out process. If you feel more comfortable, you can also email or text the team and we will add it ourselves.

Do you offer gift wrapping options? Starting Autumn 2022, we also offer gift wrapping with our beautiful bunny paper. Please make sure to DM/message us if you want this to be included.