Our Policy

Espanglish Shop Policy

Satisfaction

The satisfaction and shopping experience of our customers is important to us, so we want everyone to receive the same quality of service and products. For this reason, all orders (personalized or not) are final, we do not make exchanges, returns, changes or cancellations. 

Order Errors

  • If there is an error in the order by the customer, we do not make changes or returns. All order is final.
  • If there is an error in the order from us, the customer will have a maximum of 7 days after receiving the order to communicate with us via email to espanglish.shop@gmail.com and notify it. In this case, the customer must follow the Claim Process for Erroneous Orders. Once the error is confirmed and the wrong product is received, the new product will be sent.

 

Claim Process for Erroneous Orders

  •  Send an email to espanglish.shop@gmail.com with the title “ERROR IN THE ORDER” followed by the order number.
  • In the body of the message, include (1) date of purchase, (2) name of the buyer, (3) order number, (4) product to claim (wrong product), (5) reason for your claim (what was the error) and (6) proof of purchase (receipt) attached to the email in PDF format.
  • In five (5) working days or less, we will evaluate the claim, confirm the error and get in touch to communicate the instructions (the customer must follow the Return Process for Erroneous Orders when prompted).
  • Once the wrong product is received, the new product will be sent.

 

Return Process for Erroneous Orders

  • Once you have completed the Claim Process for Erroneous Orders, we will notify you via email of instructions to continue the process.
  • You will receive an Erroneous Product Return Authorization Number via email. Please do not send any products without first receiving this confirmation number.
  • Products will not be accepted without prior agreement. Sending a product without prior agreement concludes the claim and return process. Will be considered as product return without the intention of waiting for another product in return.
  • You must send the product in its original condition so it cannot have been used, it must be in the same condition in which it was received, it must have all its labels, it must be in its original packaging including accessories, and documentations, it must not have stains or damage.
  • If the condition of the product, packaging, labels and documentations returned to us is not in acceptable conditions, we reserve the right to not continue with the process. 
  • You must send the product to the address:
Espanglish Shop
S-19 Calle 23 Urbanization Vista Azul
Arecibo, PR 00612
  • The customer will pay the cost/fees of handling and shipping for sending the product back to Espanglish. This is not refundable.
  • We are not responsible if the package you intend to return does not reach Espanglish. Therefore, we recommend that you use a trackable and insured shipment for its value.
  • Once the wrong product is received, the new product will be sent.
  • The same product will be sent, no substitutions will be made. Only in the event that the product has run out of stock or has been discontinued, the product will be replaced by another at the discretion of Espanglish.

 

Defective Product

  • All our products are personally inspected before being packed and shipped, but in case of damage, you may be eligible for an exchange.
  • Most of our products are handmade, so they are unique products and there may be variations in size and position between an item and another of the same product. Variations in size and position, are not considered damages so they do not apply for a change.
  • Only changes in the products will be accepted if there are flaws in the seam or glue.
  • Once the order is delivered to the postal service, we are not responsible for any damage that the package or the products inside may suffer. For what breaks, cuts, dents and damages to the package and / or products, must be claimed to the postal service not to us.
  • If there is a defective product in the order, the customer will have a maximum of 7 days after receiving the purchase order to communicate with us via email to espanglish.shop@gmail.com and notify it. In this case, the customer must follow the Claim Process for Defective Product. Once the defect is confirmed and the defective product is received, the new product will be sent.

 

Claim Process for Defective Product

  • Send an email to espanglish.shop@gmail.com with the title “DEFECT IN THE ORDER” followed by the order number.
  • In the body of the message, include (1) date of purchase, (2) name of the buyer, (3) order number, (4) product to claim (defective product), (5) reason for your claim (which is the defect), (6) photo of the defect and (7) proof of purchase (receipt) attached to the email in PDF format.
  • In five (5) business days or less, we will evaluate the claim, determine whether or not to apply for a claim for a defective product and contact you to communicate our decision (approve or deny) and instructions (if the claim the customer must follow the Return Process for Defective Product).
  • Only one (1) exchange for defect per product per order will be accepted.
  • Espanglish reserves the right to deny any claim of defective product.
  • Once the defective product is received, the new product will be sent.

 

Return Process for Defective Product

  • Once you have completed the Claim Process for Defective Product, we will notify you via email of instructions to continue the process.
  • You will receive a Defective Product Return Authorization Number via email. Please do not send any products without first receiving this confirmation number.
  • Products will not be accepted without prior agreement. Sending a product without prior agreement concludes the claim and return process. Will be considered as product return without the intention of waiting for another product in return.
  • You must send the item in its original condition so it cannot have been used, it must be in the same condition in which it was received, it must have all its labels, it must be in its original packaging including accessories, and documentations, it must not have stains or damages .
  • If the condition of the product, packaging, labels and documentations returned to us is not in acceptable conditions, we reserve the right to not continue with the process. 
  • You must send the article to the address:
Espanglish Shop
S-19 Calle 23 Urbanization Vista Azul
Arecibo, PR 00612
  • The customer will pay the cost/fees of handling and shipping for sending the product back to Espanglish. This is not refundable.
  • We are not responsible if the package you intend to return does not reach Espanglish. Therefore, we recommend that you use a trackable and insured shipment for its value.
  • Once the wrong product is received, the new product will be sent.
  • The same product will be sent, no substitutions will be made. Only in the event that the product has run out of stock or has been discontinued, the product will be replaced by another at the discretion of Espanglish.

 

Warning

  • The color in the images may vary from one electronic device screen to another. If you do not perceive the exact color of the images, you can contact us directly at espanglish.shop@gmail.com.

 

Order Processing

  • Order processing time varies from one order to another. Factors such as the quantity of items in the order and the volume of sale may take extra time to process, package and ship the order.
  • All orders are handled and shipped out from our company in Arecibo, Puerto Rico. Please allow extra time for your order to be processed during holidays and sale seasons.
  • The average time to process, pack and deliver the order to the postal service is approximately 6 to 10 working days of Espanglish Shop. Although due to the quantity of items and sales volume, it can take more time. Espanglish weekdays are Monday through Friday from 9:00 AM to 4:00 PM. Please note that we don’t ship on weekends and holidays.

 

Order Shipping

  • We ship to Puerto Rico and United States only.
  • At this moment we don’t make international shipments. But please contact us directly at espanglish.shop@gmail.com if you are interested in an international shipment and the information of the international shipment fees.
  • We do make bulk orders, subject to product availability. But please contact us directly at espanglish.shop@gmail.com if you are interested in large quantities of our variety of products.
  • Please allow approximately 3 to 5 business days for delivery in Puerto Rico and United States, this after the order is processed and delivered to the postal service.
  • If you choose the Expedited Shipping option at checkout and paid for it, please allow approximately 1 USPS business day in Puerto Rico and 3 USPS business days in United States. This after the order is processed and delivered to the postal  service.
  • Delivery time may be affected by delivery address, quantity of products and sale season.
  • Important: If the package is returned by the postal service due to a problem with the customer's shipping address, the customer will pay for the new shipping delivery. The free shipping is only valid for the first shipping delivery attempt and on order over $19.99.
  • Important: Orders are shipped without insurance, if you want to pay for the insurance you must contact us before placing the order.
  • We are not responsible in any way, for lost packages once they are in the possession of USPS.

 

 Order Tracking

  • After you place your order and it is processed and packed by Espanglish Shop and delivered to the postal service, you can know the status of your order, location and estimated delivery time through the tracking number.
  • The tracking number will be sent to your email, please verify your spam folder. If you cannot find anything, please contact us directly at espanglish.shop@gmail.com
  •  Go to the postal service web page and enter the tracking number at the tracking number search bar. And verify for updates of the status of your order, location and estimated delivery time.
  • Delivery time may be affected by the delivery address, quantity of products and sale season.

 

Warning

  • Our products vary considerably in shape and size, so they can arrive in separate packages. A tracking number will be sent for each shipment to your email.

 

 

Please, for any doubt or question before, during or after your order, please contact us directly at:
espanglish.shop@gmail.com