Returns & Exchanges
We want you to love every MyCajita experience. If something isn't right, our Customer Experience Team is here to help.
Every purchase supports independent artisans and family workshops throughout Mexico. Our return policy is designed to balance an exceptional customer experience while respecting the handcrafted nature of the products we proudly curate.
Because many of our products are handcrafted, our return policy varies slightly depending on what you purchased.
What is your return policy?
We accept returns on most eligible products within 45 days of delivery.
Items must be:
- Unused and in original condition
- Returned in their original packaging
- Free from damage caused after delivery
- There is a $5 restocking fee for returns and exchanges.
Once your return is received and inspected, we'll issue your refund to your original payment method. Please allow 14–21 business days after we receive your return for processing.
How do I start a return or exchange?
Starting a return is simple
- Email us at hola@mycajita.om.
- Include the email address or phone number used for your order.
- List the item(s) you'd like to return or exchange.
- Include the reason for the return or exchange. If the item was received damaged, please include an image.
How long does a return take?
Most returns are completed within 2–4 weeks, including:
- Shipping time back to our warehouse
- Inspection of your returned items
- Refund processing through your payment provider
We'll keep you updated by email throughout the process.
Can I return part of a MyCajita Box?
Our themed boxes are thoughtfully curated to create one complete cultural experience. Each item is selected to complement the others, making the collection greater than the sum of its parts.
Because of this, individual items within a MyCajita Box cannot be returned separately.
If you wish to return a curated box, the entire box—including all included items, packaging, and inserts—must be returned together in its original condition.
This policy allows us to continue offering carefully curated collections while supporting the artisans who create them.
Why does my handcrafted item look slightly different?
Every MyCajita piece is made by hand by talented artisans across Mexico—not mass-produced in a factory.
Because of this, you may notice small variations in:
- Color and glaze
- Hand-painted patterns
- Wood grain
- Texture
- Dimensions
- Natural materials
These variations are a hallmark of authentic craftsmanship and make each piece one of a kind. They are not considered defects and are not eligible for return or exchange on that basis alone.
If your item arrives damaged or significantly different from what was described, our Customer Experience Team will gladly make it right.
My item arrived damaged.
We're sorry!
If your order arrives damaged or defective, please contact our Customer Experience Team within 7 days of delivery and include:
- Your order number
- Photos of the damaged item
- Photos of the shipping box (when applicable)
We'll work quickly to replace your item or find the best solution.
I received the wrong item.
Mistakes are rare, but they happen.
If you received an incorrect item, contact our Customer Experience Team within 7 days, and we'll arrange a replacement at no additional cost.
Are shipping charges refundable?
Original shipping charges are non-refundable unless the return is the result of:
- Our error
- A damaged or defective product
- Shipping damage
Can I exchange an item?
Yes.
If an item is eligible for exchange, simply begin the process email us at hola@mycajita.com There is a $5 restocking fee for exchanges.
What items cannot be returned?
Unless they arrive damaged or defective, the following items are not eligible for return:
- Gift Cards
- Personalized or custom-made products
- Final Sale or Clearance items
- Food and consumable products
- Used or opened products
What items cannot be returned?
Unless they arrive damaged or defective, the following items are not eligible for return:
- Gift Cards
- Personalized or custom-made products
- Final Sale or Clearance items
- Food and consumable products
- Used or opened products
What if my purchase was a gift?
We're happy to help.
Please contact our Customer Experience Team with the recipient's information and, if available, the original order number. We'll help determine the best return or exchange option.