Refund policy

Returns and Shipping

How do I track my order?

To track your order, follow the updates we send to the email you provided at checkout. If you have any questions about the status of an order, call us at +52 (55) 1368 0098, Monday to Friday, 9 a.m. to 5 p.m. (Mexico City time), and we'll answer any questions you have.

I received a wrong or damaged product. What should I do?

We're sorry if the product you ordered arrived damaged. To resolve it quickly, please message us on Instagram at @onceonce_mex with photos of the damaged product, your order number, and any other details about your purchase. We'll get back to you with a solution as soon as possible.

Returns

If the product arrives damaged in any way, we'll exchange it or refund you as quickly as possible. If the product arrives in good condition but you'd like to exchange it for a reason unrelated to us, we're happy to do so; the customer covers the cost of shipping it back to our warehouse. Any exchange or return request must be made within 30 days of receiving the product.

Incorrect address

If you provide an incorrect address, the carrier won't be able to complete the delivery. The customer is responsible for reshipping costs once we've confirmed a correct address and received the package back. If the package is lost because it was delivered to a different address, we are not responsible for the cost.