Updated as of December 2020 - Shipping, Returns, Refunds, Cancellation & Exchange Policies
We reserve the right to cancel any order from unconfirmed accounts or accounts that have been flagged as suspicious by the credit card gateway. Note: If the banking industry changes their non-refundable fee policy, we will remove this notification.
We truly want you thrilled with our handcrafted products from Bruja Luxury, however, due to the nature of our handcrafted, organic, perishable and ritualized products, we cannot accept any returns or exchanges on any product with the exception of unopened, returned as non-delivery status per the USPS (Postal Service) ONLY. This happens when a shipping address is invalid or you made an address error when placing the order. In which case, you will receive a partial store credit only upon intact receipt of the returned items, less shipping and handling fees and a 25% restocking fee on the items. The partial store credit is valid up to 60 days upon receipt of the items.
Please make sure you leave a valid address or respond to the delivery notifications left on your door provided by UPS, USPS or your Local Post office, or you will only receive a partial store credit. The package returned to us by the shipper directly (not client) must be unopened and un-tampered to receive a partial store credit; if it arrives opened, tampered or altered in anyway, it will be documented and shipped back to you. Credit card refunds are not available for any product after delivery or that have left our location, opened, used or altered in anyway. We will not accept any returned shipments if you changed your mind, decided in a few weeks you don't want the handcrafted item(s), or decided you don't want to use the item(s), or any other reason; your items cannot be returned to the store, nor refunded.
In part, we have no way of verifying what you have done to our products once they have left our possession and per certain Federal sanitary guidelines, they are not allowed to be restocked. Please choose your products carefully as they cannot be exchanged, returned, refunded or revised in any way.
Exchange Wrong Item Policies
Although extremely rare, in the event the wrong product was shipped to you in error, please notify us within 72 hours upon receipt and ship back to us with delivery confirmation to the P.O. Box 1024, New York, NY, 10036 address for a full exchange, providing it returns to us unopened and unaltered. If it arrives opened and the contents tampered with, we will photograph your items and email you the image to explain why this cannot be accepted. If indeed everything is un-tampered, we will priority ship your correct product out immediately at our expense plus a little lagniappe for the inconvenience. To notify us of the error, you must contact us via email: firstname.lastname@example.org with your product information, tracking number and delivery date and we will priority ship your correct product out immediately at our expense.
Order Revision Policies
Orders cannot be revised once they are placed. Should you purchase the wrong items after check out and realize you meant something else, i.e., you meant to purchase a Soap but selected the Spiritual Bath in error, you will have to place a subsequent order for the additional items you want. We are not allowed to revise orders once you have placed your completed order due to banking regulations. Your order must match the checkout receipt. We take extraordinary care in packing each order with plenty of secure shipping supplies (bubble wrap, heavy shipping boxes, etc.), rarely has anything ever arrived broken, in the few events this has occurred, it has been the sole responsibility of USPS and their handling of your package, therefore, should anything break during shipping, you MUST FILE A CLAIM WITH USPS or UPS.
This means, you will have to take your package to your local UPS, USPS or post office for them to examine the damage they caused. We are NOT RESPONSIBLE for any damage caused by either UPS or USPS. Each package is insured between $50-$100. Once the package leaves our hands and after inspection by either UPS or USPS for secure shipping guidelines, it is no longer under our control and you must deal with UPS or USPS. To learn more about UPS or USPS and their local offices, please visit https://www.usps.com or https://www.ups.com.
Orders over $100 - FREE SHIPPING
Orders under $100 with USPS - Flat rate of $12.50
UPS rates for items under $100 will vary depending upon your choice
We can ship to virtually any address in the USA. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Right now, we are unable to ship Internationally.
Bruja Luxury accepts orders 24 hours a day, every day of the week. Orders are processed in the order they are received. Bruja Luxury ships to all 50 U.S. states and follows the standard methods available by USPS and UPS.
Orders placed are usually processed and shipped within 2~6 business days from the time the order is placed. Orders placed from Friday to Sunday will be processed the following Monday and shipped within 2~6 days. USPS does not pick up or deliver on weekends and while UPS will deliver on the weekends, we will not ship out until the following business day for all weekend orders.
When you place an order, we will estimate shipping prices for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Lost or Stolen Packages
If the package shows delivered to your address but is missing you must report the lost to us within 2 weeks of placing your order (domestic shipments). Once you have reported your lost package, we will launch an inquiry with our carrier about the lost package and attempt to have it recovered. If the carrier declares the package to be a complete loss, we will reship your order to you at no charge if the stock is available.
We are not responsible for packages that are delivered to a wrong address due to an incorrect or incomplete shipping address provided by the customer.
If your package cannot be delivered, is unclaimed, or is refused, you are responsible for the following:
- Original and return shipping costs.
- Duties, taxes and other customs charges that are incurred on the package for both the original and return shipments.
The amount of these charges will be subtracted from any merchandise refund.