Shipping & Returns
U.S. Shipping
- Complimentary standard U.S. shipping is available on orders over $150. Available pieces normally ship the next business day from the United States or Oaxaca through UPS. Delivery times vary by destination. A tracking number will be emailed when the order ships.
International Shipping
- International shipping rates are calculated based on the destination and package dimensions. Customers are responsible for any customs duties, import taxes or brokerage charges assessed by the destination country. These charges are not included in the product or shipping price.
Order Tracking
- Once your order ships, you will receive an email containing the UPS tracking number. Tracking information may require several hours to become active.
Returns
- In-stock pieces may be returned within 30 days of delivery when they are unused, undamaged and returned in their original condition. Please contact sales@nisaya.mx before sending a return. Customers are responsible for return-shipping costs unless the item arrived damaged or an incorrect item was shipped.
Refunds
- Approved refunds are returned to the original payment method after the piece is received and inspected. Please allow 5–10 business days for your financial institution to post the refund. Original shipping charges and international duties are not refundable.
Damaged or Incorrect Orders
- Inspect your order upon delivery. If a piece arrives damaged or you receive an incorrect item, contact sales@nisaya.mx within 48 hours and include the order number, packaging photographs and photographs of the piece. NISAYA will provide instructions and cover the appropriate return or replacement shipping.
Custom Commissions
- Custom commissions are made specifically for the collector and are not eligible for return or exchange. Any damage or production concern involving a commissioned piece will be reviewed individually.
Contact Us
- For assistance with shipping, tracking or returns, contact sales@nisaya.mx or use the WhatsApp assistance link.