FREQUENTLY ASKED QUESTIONS
RETURNS & EXCHANGES
What is your Return Policy?
• Return packages must be returned within the 30 days following delivery. Returns received after this time frame may be subject to denial and sent back to you.
• No returns, refunds, or online credits are available for final sale or accessory items of any price.
• Returns must be received in new condition; unworn, unwashed, and with the hygienic liner and tags intact.
• Items sold as sets must be returned with the correct sizes, as sold.
• Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume,or otherwise does not meet our Return Policy mentioned above will be subject to denial and shipped back to you.
• Gift cards cannot be returned or refunded.
Turquoise reserves the right to limit service to customers that show excessive return activity.
How do I make a return?
Click here with your email and order number or account information! Follow the steps to initiate your return within 30 days from when your order was delivered.
Please remove any old shipping labels from the package to ensure a smooth delivery process. We recommend keeping your shipping receipts until your return is processed.
How do I make an exchange?
Click here with your email and order number or account information! Follow the steps to initiate your exchange within 30 days from when your order was delivered.
Please remove any old shipping labels from the package to ensure a smooth delivery process. We recommend keeping your shipping receipts until your exchange is processed.
Once the items are received we will create another order with your exchange items.
What would cause my return/exchanged item to be denied?
• Items returned with obvious use, makeup, animal hair, dander, deodorant, perfume, or similar product stains.
• Items sold as sets that are not returned as a set.
• Final Sale items returned for refund rather than exchange.
• Returns postmarked after the Return window has ended.
What countries do you ship to?
Right now we only ship to Mexico.
When will my order ship?
Orders with Standard shipping can take up to 3 business days to be processed and shipped.
If additional processing time is needed, our Customer Care team will reach out regarding any delays. Please note the day your order is packed and shipped is not counted as a day in transit. Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method. You will receive an email with tracking information when your order has been shipped.
What shipping methods do you offer?
If your order subtotal is over $2,000 MXN, then you qualify for Free Standard Shipping!
All currency is listed in MXN. Original shipping is non-refundable once shipped.
Orders over $2,000 UMXN qualify for Free Standard Shipping. All Standard Shipping orders are typically shipped within 1-2 business days and arrive in 3-5 days. Delivery days are Monday through Friday, and orders will not be delivered on Saturday, Sunday or Holidays.
SAME DAY SHIPPING
Same Day Shipping is a flat rate of $99 MXN, and will be shown at checkout. All Same Day Shipping orders confirmed before 1PM(GMT-5) will be processed and shipped the same day, pending credit card verification. Orders placed after 1PM(GMT-5) will be processed and shipped the following business day. Orders placed on Friday afterPM(GMT-5) will be shipped on the following Monday (excluding holidays). All Same Day Shipping orders typically arrive the same business day. To determine shipping days, begin with the first business day after your order is shipped.
NEXT DAY SHIPPING
Next Day Shipping is a flat rate of $190 0MXN, and will be shown at checkout. All Next Day Shipping orders confirmed before 1PM(GMT-5) will be processed and shipped the same day, pending credit card verification. Orders placed after 1PM(GMT-5) will be processed and shipped the following business day. Orders placed on Friday afterPM(GMT-5) will be shipped on the following Monday (excluding holidays). All Next Day Shipping orders typically arrive the following business day. To determine shipping days, begin with the first business day after your order is shipped.
How can I track my package?
When your order ships from our warehouse, we will send a confirmation email containing your tracking number (if applicable).
PAYMENTS & REFUNDS
Is it safe to use my credit card on your site?
Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server side, information transmitted over the internet will remain unaltered and secure.
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, PayPal, Kueski Pay, Bank Transfer, Oxxo Pay & Turquoise Gift Cards.
What currency is displayed at checkout?
We display all prices in MXN. When placing an order online, you will want to take into consideration the conversion from MXN to your country's currency. Depending on your country's currency, the price paid at checkout may differ from the amount deducted from your bank account.
Similarly, all refunds will be issued in MXN and will be converted to your country’s currency when processing through your bank.
Can I use more than one Promo Code on an order?
We accept one Promo Code per order. If you have any codes with future expiration dates, make sure to save them for use on your next order!
When will I be refunded?
Please allow up to 15 business days for your return to be processed once it reaches our warehouse. We will send you a confirmation email once your refund has been issued.
What will the refund method for my return be?
Refunds are issued to your original payment method or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment.
ACCOUNTS & ORDERS
How do I create an account?
Go here to get started.
Can I add a previous guest order to my new account?
Absolutely! All orders places as a guest with the same email adress will be shown in your order history.
I can't sign in to my account! What do I do?
This could be due to a typo in either your email address or password when you originally created your account. Passwords are case sensitive, so make sure you have correctly typed in your password.
If you have forgotten your password, please select “Forgot Password” and we will send you an email to reset your password. If you need additional assistance, please contact us.
What if the item I want is Out of Stock?
You can sign up to be notified by email, and we'll alert you when a full shipment has been received!