Shipping & Returns Policy
This Shipping & Returns Policy governs all aspects of order fulfillment, delivery, customs, insurance, claims, and the strict conditions under which returns and refunds are accepted. By completing a purchase on shipibostore.com, you confirm that you have read and accepted this Policy in its entirety. This Policy is incorporated by reference into our Terms & Conditions and is equally legally binding on both parties.
Part A — Shipping
A1. Dispatch Origin and Processing Time
All orders are prepared and dispatched from Iquitos, Loreto, Peru.
Orders are prepared within 3 to 5 business days of payment confirmation. Business days are Monday through Friday, excluding Peruvian public holidays. During the preparation period, your item is physically inspected for quality, packaged to withstand international transit, and processed through Peruvian export documentation requirements (see Section A9). Processing time is separate from and in addition to the transit time estimates in Section A3.
In exceptional cases, orders may take up to 7 business days to prepare. If this applies to your order, we will notify you by email within the standard processing window.
A2. Shipping Destinations
We ship worldwide via Serpost (Peru’s national postal service) and DHL, depending on the destination and the shipping option selected at checkout. Not all carriers service all destinations. If a destination cannot be served by either carrier at the time of your order, we will notify you promptly and offer a full refund.
Shipibo Store reserves the right to suspend shipping to specific destinations at any time, without prior notice, due to carrier restrictions, export regulations, customs requirements, or security concerns. It is the buyer’s responsibility to verify, before placing an order, that importing artisan textiles from Peru is permitted in their country and that no special import license or permit is required.
A3. Couriers
Serpost
Serpost is Peru’s national postal service and is used for standard international shipments where DHL service is not selected or not available. Serpost operates through bilateral postal agreements with national postal services worldwide. Tracking coverage varies significantly by destination: in some countries, tracking updates are available end-to-end; in others, tracking may stop at the Peruvian export point and resume only when the package enters the destination country’s domestic postal network. Serpost is generally the more economical option.
DHL
DHL is available as a premium shipping option for buyers who require faster delivery and more reliable end-to-end tracking. DHL provides consistent international tracking coverage and generally faster transit times compared to Serpost. DHL carries an additional cost that will be reflected at checkout.
The specific carrier assigned to your shipment will be confirmed in your dispatch notification email along with the tracking number.
A4. Estimated Delivery Times
All delivery times are estimates measured from the date of dispatch, not from the date of order placement. They are not contractual guarantees. Shipibo Store accepts no liability for delays beyond these estimated ranges. Factors outside our control — including customs clearance time, carrier operational conditions, volume surges during holiday periods, and the efficiency of the destination country’s postal system — can extend delivery times significantly.
Serpost estimated times
Peru (domestic): 5 to 10 business days from dispatch.
USA and Canada: 20 to 35 business days from dispatch.
Europe: 20 to 40 business days from dispatch.
Latin America (excluding Peru): 15 to 30 business days from dispatch.
Rest of World: 25 to 50 business days from dispatch.
DHL estimated times
USA and Canada: 5 to 10 business days from dispatch.
Europe: 5 to 10 business days from dispatch.
Latin America (excluding Peru): 5 to 10 business days from dispatch.
Rest of World: 7 to 14 business days from dispatch.
These estimates begin from the dispatch date. Adding 3 to 5 business days of processing time (Section A1) gives you the total expected wait from order placement to delivery. DHL times may be affected by customs clearance in the destination country, which is outside DHL’s control.
A5. Shipping Costs
Shipping costs are calculated at checkout based on the destination country, the carrier selected (Serpost or DHL), and the weight and dimensions of the package. The shipping cost shown and confirmed at checkout is final and binding for that order.
Shipibo Store reserves the right to modify shipping rates at any time. Rate changes apply only to orders placed after the change takes effect and do not apply retroactively to confirmed orders.
The shipping cost covers dispatch from Iquitos, Peru to the destination country’s port of entry or carrier network. It does not cover customs duties, import taxes, VAT, domestic delivery surcharges, or any other fees imposed by the destination country’s authorities. Those costs are the buyer’s exclusive responsibility and are detailed in Section A7.
A6. Shipping Insurance
Shipping insurance is not included in the standard shipping cost. By default, your order is shipped without insurance against loss, theft, or damage in transit.
Buyers who wish to insure their shipment may purchase optional shipping insurance at checkout. If insurance is not purchased, Shipibo Store’s liability in the event of loss or damage in transit is limited strictly to the terms described in Section A10 of this Policy. Shipibo Store strongly recommends purchasing insurance for high-value orders and for shipments to destinations with known postal reliability issues.
When insurance is purchased, claims must be filed through the process described in Section A10 and are subject to the insurance provider’s own terms and coverage limits.
A7. Customs, Import Duties, and Taxes
International shipments may be subject to customs duties, import taxes, VAT, goods and services tax, handling fees, or any other charge levied by the authorities of the destination country upon the package’s entry. These charges are entirely and exclusively the buyer’s responsibility. Shipibo Store has no control over and accepts no liability for any such charges.
It is the buyer’s responsibility to research and understand the import duties and tax obligations applicable in their country before placing an order. Customs thresholds, duty rates, and import requirements vary by country, product category, and declared value, and they change frequently.
Refusal to pay customs fees or failure to present required documentation to customs authorities may result in the package being held, returned to sender, or destroyed. In any of these cases, Shipibo Store will not refund the original shipping cost. A refund for the product value is possible only if the package is physically returned to us in original, undamaged condition. If the package is destroyed or permanently retained by customs, no refund of any kind will be issued.
Shipibo Store will not undervalue packages, falsify customs declarations, or mark shipments as gifts to reduce customs liability, regardless of the buyer’s request. Such practices constitute customs fraud under Peruvian and international law.
EU buyers: As of July 1, 2021, all commercial goods entering the EU are subject to VAT regardless of declared value, following the elimination of the €22 exemption threshold. Packages valued above €150 are also subject to import duties under the EU Common Customs Tariff.
UK buyers: The UK Global Tariff applies to all goods imported into the United Kingdom. Import VAT applies to shipments above £135.
A8. Buyer’s Address Responsibility
You are solely and entirely responsible for the accuracy, completeness, and deliverability of the shipping address provided at checkout. Shipibo Store ships exclusively to the address confirmed in the order and is not obligated to verify or correct any address information provided by the buyer.
If a package is undeliverable and returned to us due to an address error provided by the buyer, the buyer must pay the full cost of reshipment to the corrected address. If the buyer chooses not to pay for reshipment, a partial refund equal to the product value minus the original outbound shipping cost may be issued, provided the product is returned to us undamaged and in its original condition.
Packages confirmed as delivered by the carrier’s official tracking system are considered received. Shipibo Store bears no liability for packages stolen after confirmed delivery. Claims of theft after confirmed delivery are the buyer’s responsibility to pursue with local law enforcement.
A9. Order Tracking
A tracking number will be emailed to you once your order is dispatched. Tracking availability and update frequency depend on the carrier and the destination country’s postal or customs systems.
For Serpost shipments, tracking may be intermittent. Updates can stop at the Peruvian export point for extended periods — sometimes several weeks — before resuming when the package enters the destination country’s domestic postal network. This is a known characteristic of international postal service and does not indicate that the package is lost.
For DHL shipments, end-to-end tracking is available through the DHL website using the tracking number provided.
Shipibo Store is not responsible for delays in tracking system updates, which may lag behind the actual movement of the package. If tracking shows no movement for more than 15 consecutive business days on Serpost, or more than 10 business days on DHL, contact us at romeo.haux@gmail.com to initiate a carrier inquiry.
A10. Lost or Damaged Shipments
A10.1 When to report a late delivery
Before reporting a package as lost, allow the full maximum estimated delivery time listed in Section A4 plus an additional 15 business days for Serpost shipments. DHL shipments that significantly exceed the estimated time should be reported sooner. Many Serpost delays resolve during the extended waiting period, particularly those caused by customs processing and domestic postal backlogs.
A10.2 Reporting a potentially lost package
Contact us at romeo.haux@gmail.com with your order number and tracking number. We will initiate a formal carrier investigation. Carrier investigations may take up to 30 calendar days for Serpost and up to 15 business days for DHL. We cannot expedite this process and cannot guarantee its outcome.
A10.3 Resolution for confirmed lost packages without insurance
If the carrier investigation confirms the package is lost and no insurance was purchased, Shipibo Store will offer, at our sole discretion and subject to product availability, one of the following: replacement with the same product if available, replacement with an equivalent product of equal value, store credit for the full amount paid, or a cash refund. Cash refunds are processed as a last resort only where neither replacement nor store credit is possible. Shipibo Store’s financial exposure in uninsured lost shipment cases is limited to the product value and does not include consequential losses of any kind.
A10.4 Resolution for confirmed lost packages with insurance
If insurance was purchased, the claim process follows the insurance provider’s terms and coverage limits. We will assist you in initiating the claim with documentation of the shipment.
A10.5 Damage in transit
If your package arrives visibly damaged, note the damage with the delivery agent at the time of receipt if possible. Before unpacking, photograph the outer packaging from all angles, then photograph the contents showing the damage. Contact us within 48 hours of confirmed delivery at romeo.haux@gmail.com with your order number, a written description of the damage, and a minimum of four photographs covering the outer packaging and the damaged product.
Damage reports submitted more than 48 hours after the confirmed delivery date may not be eligible for resolution. If insurance was purchased, the claim process applies. If no insurance was purchased, Shipibo Store will assess the damage report and respond within 5 business days with a proposed resolution, which may include partial refund, replacement subject to availability, or store credit.
A11. Export Compliance — SUNAT Aduanas
All international shipments are processed as formal exports under Peruvian customs law. For shipments with a declared value under USD 5,000 we file a Declaración Simplificada de Exportación (DSE) through SUNAT Aduanas. For shipments exceeding USD 5,000, a full Declaración Aduanera de Mercancías (DAM) is filed. All declared values accurately reflect the actual commercial value of the goods.
Part B — Returns and Refunds
B1. General Policy — No Returns by Default
Shipibo Store operates a strict no-return, no-refund policy by default. This policy reflects the handmade and one-of-a-kind nature of our products, the inherent natural variation accepted at the time of purchase, and the logistical complexity of returning goods internationally to Iquitos, Peru.
Returns are not accepted for change of mind, personal preference, size incompatibility (all products are one size and dimensions are stated in every listing), dissatisfaction with natural variation, delivery delays, or any reason not expressly listed in Section B2 below.
This policy is consistent with Peruvian consumer protection law (Ley 29571), which does not mandate a general right of withdrawal for non-defective goods in non-presential sales when the buyer has been provided with full and accurate product information prior to purchase. The product descriptions, photographs, and dimension specifications on shipibostore.com constitute that prior information.
B2. The Only Two Cases Where a Return Is Accepted
A return and refund will be processed exclusively in the following two cases. Both cases require that all conditions in Section B3 are met.
Case 1 — Confirmed manufacturing defect
The item received has a demonstrable structural or manufacturing defect that materially impairs its use and that goes objectively beyond the natural handmade variation described in Section 3 of the Terms & Conditions. To qualify, the defect must be a material failure in construction — such as a seam that is structurally unsound, embroidery that is detached in a way that renders the item unusable, or fabric damage that was present at the time of dispatch and is documented in the dispatch photographs we retain. The following do not qualify as manufacturing defects regardless of the buyer’s assessment: color variation within one shade of product photographs, embroidery pattern differences, dimensional variation within ±3 cm, natural thread texture, and minor fiber characteristics.
Case 2 — Wrong item shipped
The item received is a completely different product from the one ordered — meaning Shipibo Store dispatched an item from a different product listing than the one purchased. Minor handmade variation in the correct product category, or an item that resembles but is not identical to the product photograph, does not constitute a wrong item.
B3. Conditions Required in Both Cases
For a return claim to be considered under Case 1 or Case 2, all of the following conditions must be met simultaneously. Failure to meet any one of them will result in the claim being denied.
Time limit: The claim must be submitted to romeo.haux@gmail.com within 14 calendar days of the delivery date confirmed by the carrier’s tracking system. Claims submitted on day 15 or later will not be accepted, without exception.
Item condition: The item must be unused, unworn, unwashed, unaltered, and in its original condition and original packaging.
Documentation: The claim must include your order number, the email address used at checkout, the specific ground being claimed (Case 1 or Case 2), the confirmed delivery date, and a minimum of four photographs: the full product front, the full product back, a close-up of the specific defect or discrepancy being claimed, and the shipping label showing your delivery address and tracking number. Incomplete claims will not be processed until all required documentation is provided.
Our determination is final: Shipibo Store’s assessment of whether the claimed defect or wrong item meets the eligibility criteria above is made on the basis of the photographs submitted and, where a return is approved, on physical inspection of the returned item. Our determination is final.
B4. Return Procedure
No return will be processed without prior written authorization from Shipibo Store. Items returned without authorization will not be processed, no refund will be issued, and the item will be held for 30 days before being donated or disposed of.
Step 1 — Submit claim within 14 days. Email romeo.haux@gmail.com with subject line “RETURN CLAIM — [order number]” with all documentation described in Section B3.
Step 2 — Await our decision. We will review your claim within 5 business days of receiving complete documentation and issue a written decision approving or denying the claim. We may request additional photographs during this period. All communications must be in writing by email.
Step 3 — If approved, ship the item back. We will provide the return address and packaging instructions. You must ship the item using a tracked method that provides a delivery confirmation. For Case 2 (wrong item), we will provide a prepaid return label. For Case 1 (manufacturing defect), return shipping costs are the buyer’s responsibility. The item must be shipped within 10 calendar days of receiving our written approval.
Step 4 — Physical inspection. We will inspect the returned item within 3 business days of receipt to verify that the defect or wrong item claim is confirmed on physical inspection and that the item has not been used or altered since delivery. If the physical inspection does not confirm the claimed defect, or if the item shows signs of use or alteration, the return will be rejected and the item returned to the buyer at their expense.
Step 5 — Refund issued. If the return passes inspection, the refund is processed within 7 business days to the original payment method. Bank processing times of 5 to 10 additional business days may apply.
B5. What Is Refunded
Case 1 — Manufacturing defect confirmed: Full product price plus original outbound shipping cost.
Case 2 — Wrong item confirmed: Full product price plus original outbound shipping cost plus return shipping (we provide the prepaid label).
In both cases, Shipibo Store reserves the right to deduct from the refund an amount reflecting any damage to the returned item that was not present at the time of original dispatch and was caused by the buyer after receipt.
B6. Order Cancellation
An order may be cancelled only before it enters the preparation phase, which in practice means within approximately 2 hours of order confirmation during normal business hours (Monday–Friday, Peru time). After this window, orders cannot be cancelled because preparation begins immediately upon confirmation.
To request cancellation within the eligible window, email romeo.haux@gmail.com immediately with subject line “CANCELLATION — [order number]”. We will confirm by email whether cancellation is possible. If confirmed, a full refund will be issued within 5 business days.
Orders in preparation or already dispatched cannot be cancelled under any circumstances.
B7. Peruvian Consumer Rights (Ley 29571)
Buyers located in Peru retain all statutory rights under the Código de Protección y Defensa del Consumidor (Ley 29571). The provisions of this Policy do not diminish or substitute for any right conferred by Peruvian law that cannot be contractually excluded.
Peruvian buyers may file a formal queja or reclamo through our Libro de Reclamaciones Virtual at shipibostore.com/libro-de-reclamaciones. We are required by law to respond to formally filed reclamos within 30 calendar days.
Peruvian buyers may also seek resolution through INDECOPI at: servicioalciudadano.indecopi.gob.pe
Contact — Shipping and Returns
Email: romeo.haux@gmail.com
WhatsApp: +51 910 658 670
Response time: Within 3 business days (Monday–Friday, Peru time)
Subject line: Always include your order number in all communications
Operated by: Romeo Laulate Diaz — RUC 10053938634
Cal. Atahualpa N° 1650, Iquitos, Loreto, Perú