Exchange and return policy

At Piel Esmeralda, we are committed to providing you with high quality service at all times. If you need to make an exchange or return, simply follow these simple steps to do it effectively.

Return due to defect or damage:

If the product has any defect or damage, you can request a return within the first 5 calendar days from the delivery date.

A tracking guide will be provided to you at no additional cost.

You must package the product securely before sending it back.

If the product arrives damaged at our facilities, the exchange or return will not be processed.

Once we receive your items and our warehouse has evaluated your return according to our Return Policy, a refund will be made to the original payment method. Items must be unused, in good condition and in their original packaging, unless faulty or defective.

Change by size, model or color:

If you wish to make an exchange due to size, model or color, you can only do so if you report it within the first 5 calendar days after delivery of the product.

You will be provided with two tracking guides, one for the return and another for shipping the new product. These guides will have an additional cost, which will be covered by the client.

You must package the product safely for return. If the product arrives damaged at our facilities, the exchange will not be processed.

To generate your request and obtain the return guide, we need you to have the following information ready:

1. Order number.
2. Photograph of the products you wish to return. If this is a warranty (damaged product), please send a photo showing the damage. If it is not the product you ordered, please send a photo of the product you received.
3. Specifications of the model you would like to receive.

These procedures only apply to orders within the Mexican Republic.

International exchanges and/or returns do not apply.

All exchange and/or return processes will be valid only through email contacto@pielesmeralda.com and will be evaluated by the company.