Shipping
All items ship as soon as payment is received (24-48 hours). The maximum handling time before an order is shipped is roughly 3 business days.
Once your order has been shipped, it is released into the care of the shipping carrier selected at checkout. Casa Ojo is not liable for any delays, damage, loss, or theft of packages once they are in transit. Should an issue arise, we encourage you to contact the carrier directly to file a claim.
All purchases are considered final sale. However, in the event that you receive the incorrect item or your order significantly deviates from the product description, please contact us within 5 business days of receipt. We will review your case and, at our sole discretion, arrange for a replacement, exchange, or store credit.
For international orders, Casa Ojo is not responsible for any applicable duty fees which may occur upon accepting your package. As with any international customs process, duty fees may be charged upon receipt of your package.
All orders are shipped to the address indicated upon checkout. Please check to make sure you have supplied us with the correct address. We are not responsible for packages that are sent to the incorrect address.
Returns & Exchanges
Our customer's happiness is the most important to us. If you are unhappy with your item we will always try to accommodate you.
Exchanges may be accommodated on a case-by-case basis and must be approved by our team. Approved returns for exchange or store credit must be shipped back at the customer’s expense, in their original, unused condition and packaging, within 7 business days of authorization. Items not returned in their original packaging or condition may be subject to a restocking fee or refusal.
Returns/Exchanges must be made at the buyer's expense in the original packaging, including all packaging materials and with a tracking number. The returned items must be unworn, unused, and unwashed, and with tags still attached (if applicable).
Please note: Each Casa Ojo item is handmade by skilled artisans. Due to the nature of handmade goods, subtle variations—such as differences in color, texture, size, or pattern placement—are to be expected. These characteristics are considered part of the piece’s individuality, and not grounds for return.
Agreement
By completing a purchase with Casa Ojo, you acknowledge and agree to these terms, including our policies regarding final sale items, exchanges, and carrier responsibility once your order has shipped. Unauthorized chargebacks filed in contradiction to these terms will be disputed and may result in denial of future purchases.