Returns and Exchanges

1) Q: I ordered a product that I thought would fit and it's not the right size.What can I do?
A: Although we publish  size charts for our Shorts and Pants, some sizes don't fit people the way they expected and they need to size up or down. We accept returns and will re-ship a different size free of charge, with the condition that the garment(s) are sent back to us, in good condition, at the customers cost. We recommend the US Post Office, their price for regular service is about as cheap as you can find. Use the original box the item was shipped in, and ship to the address on the invoice.
Please email us first about any size/color substitutions to customerservice@ixchel.net
2)Q: I ordered a product, I thought I would like the color but it doesn't look like the color in the photo. What can I do?
A: We want you to be happy with your purchase from Ixchel, any item can be replaced and shipped free of charge upon receipt of the original item in good condition. But first, we strongly recommend that you email customerservice@ixchel.net and request color variant images. Our website is not set up to show all the color variants for all our products; we simply do not have that many images upload to the site, but we are working on it all the time and we anticipate having multiple color variants this summer of 2015.
REGARDING OUR HANDWOVEN PRODUCTS: Our hand woven products are beautiful and unique and they are part of the Ixchel tradition. They are also made from small bolts of individually dyed and woven fabrics, and part of their beauty is that no two are alike. This does cause problems in faithfully presenting them on the website. What we have tried to do in the past is to separate three popular color groups (Green, Blue, and Café or Black & White) and to clearly inform buyers that the woven designs and yarn colors WILL ALWAYS VARY.
BECAUSE OF OVERWHELMING DEMAND, we are making UNIQUE PRODUCT VARIANTS for our hand woven products- each product will be represented by a unique image,the image choice for that size from the color options we offer is the exact item you will receive. We have done this now for our popular hand woven shorts, and the hand woven / hand brocaded hoodies, and we will have ALL our hand woven products displayed in this manner this summer.
MEANWHILE: if you are unsure about a color/woven pattern you wish to purchase, please contact us at customerservice@ixchel.net, include the ITEM CODE SIZE AND COLOR you wish to see, and we will email you image options to choose from. They will be the actual pieces, and you will receive what you order. We apologize for this difficult procedure, but we can at least send you your color choice with confidence.
3)Q: I bought a product and it has a tear, of defective zipper, what do I do?
A: As much as we try to exert the highest degree of quality control, defects due to workmanship or component failure do occur. We take seriously our responsibility to provide the highest quality, and we back our products completely.
Please direct any product defect issues to customerservice@ixchel.net, and we'll contact you to make replacement/refund arrangements.
4) Q: I have a favorite garment of accessory for some time now and it is damaged. Can you repair it?
A: We know what it is like if a favorite garment or accessory breaks. We're sorry, but we can't offer to repair items.
We care about our customers, we're fair, and we know most of our customers are fair about damage from normal wear and tear. Please contact us at customerservice@ixchel.net about your concern, and we'll try to resolve it in a fair way.
5) Q: I hear your products have a Lifetime Guarantee. Is that true?
A: In a word, no. Ten years ago, we had a batch of backpacks with defective liners, when we designed the replacement model, we gave it a hang-tag that did say "lifetime guarantee", to give our buyers confidence, and to make up for the problems caused by the defective batch. The guarantee applied to that product only. If anyone has a Hemp-cotton Mountain Applique Backpack from 2006 they would like replaced, we don't have that one anymore, but we'll still replace it with the closest thing.