Shipping Policy
Shipping Policy
Lazuela Last updated: 11/10/2025 Version: 1.0
We know the first thing you want to know is when your order will arrive. It's all here, no fine print: how long it takes us to prepare your order, how long it takes to reach your country, how much it costs, and what happens if something goes wrong.
We prefer to give you a realistic timeframe and meet it, rather than promise you a nice timeframe and disappoint you.
1. Where we ship
We ship to Mexico, Colombia, Argentina, Chile, Peru, Costa Rica, Spain, and the United States.
If your country is not listed in the checkout, we do not yet ship there. Write to us at hola@lazuela.com and we will notify you when we open your destination.
2. How our logistics work
Lazuela works with a network of distribution centers and logistics partners in different countries. When you place an order, it is prepared from the center that can best serve your destination.
This has a consequence that we want you to know in advance:
If you order several items, they may arrive in separate packages and on different dates. This is not an error or a missing item: they simply came from different centers. We do not charge you anything additional for this, and each package will have its own tracking number.
3. Order preparation
We prepare and dispatch orders in 1–4 business days from payment confirmation.
Orders placed on weekends or holidays will begin preparation on the next business day.
During high-demand campaigns, this period may be extended. If this happens, we will notify you on the site before you make a purchase.
4. Delivery times
The total time is: preparation + transit. Transit times are estimated and counted in business days from dispatch.
The estimated delivery time after shipping is 15 business days, and may extend up to 25 business days due to customs procedures and local conditions.
The estimated delivery time for your address is always shown at checkout, before you pay. That is the timeframe that applies to your order.
These times do not include possible customs delays, which are beyond our control or that of the carrier.
5. Shipping costs
- Shipping is free.
6. Tracking
You will receive two emails:
- Order confirmation, as soon as payment is approved.
- Shipping confirmation, with the tracking number, as soon as the package leaves the distribution center.
Tracking may take up to 72 hours to show movement after you receive it. This is normal: the carrier's system takes time to register the first scan. If it still doesn't update after 72 hours, please contact us.
If your order was shipped in multiple packages, you will receive a tracking number for each one.
7. Taxes, duties, and customs
This is the part that no one explains well, so we're going to be clear.
The price you see already includes any applicable import duties or taxes. You will not have to pay anything additional upon receipt of your order. If a carrier asks you for any amount, do not pay it and write to us immediately at hola@lazuela.com.
If a package is held in customs and requires additional documentation from you, we will notify you as soon as possible. If the package is destroyed or returned for not providing this documentation on time, we will not be able to refund the shipping costs.
8. Your address
Please review your address before paying. It is the number one reason for lost orders.
- If you detect an error, write to us at hola@lazuela.com within the first 12 hours. After that period, it is likely that the order is already in preparation and we will not be able to modify it.
- If the package cannot be delivered due to an incorrect or incomplete address, and it is returned to us, we will refund the amount of the products minus the logistical costs already incurred. A re-shipment will incur additional costs.
- If the carrier attempts delivery and no one is present, they will follow their usual procedure of re-attempts or deposit at a collection point. If you do not pick up the package within the timeframe indicated by the carrier, it will be returned and the above will apply.
9. Delays
Sometimes things get delayed: customs, seasonal peaks, weather, carrier incidents.
If your order exceeds the maximum estimated timeframe, write to us at hola@lazuela.com. We will open an incident with the carrier and keep you informed until it is resolved.
If we cannot deliver your order within the indicated timeframe, you have the right to cancel it and receive a full refund, including shipping costs. You do not have to give explanations or negotiate: just ask, and we will do it.
10. Order marked as delivered but not received
If tracking shows "delivered" but you do not have the package:
- Check with neighbors, doorman, or reception.
- Check for a deposit notice at a collection point.
- Wait 48 hours: it is common for the carrier to mark delivery before completing it.
- If it still doesn't appear, write to us within 7 days of the recorded delivery date, and we will open an investigation with the carrier.
11. Risk
The risk of loss or damage transfers to you at the moment you, or the person you designate at the delivery address, physically receives the order.
Until then, the risk is ours.
12. Contact
hola@lazuela.com — we respond Monday to Friday, within a maximum of 20 business days, though almost always much sooner.
For returns and exchanges, please refer to the Return Policy.
Country Annexes
Annex A — Spain and the European Union
Maximum delivery time: 30 calendar days from order confirmation, unless another period has been expressly agreed upon.
If we do not comply, you may require us to deliver within a suitable additional period. If we still do not deliver within that period, you will have the right to terminate the contract and receive a full refund without delay.
Prices are shown with VAT included and shipping costs are indicated before completing the purchase.
Annex B — United States
In accordance with applicable federal regulations for distance sales, if we cannot ship your order within the indicated timeframe — or within 30 days if none was indicated — we will notify you of the delay and you may cancel the order with a full refund.
Annex C — Mexico, Colombia, Argentina, Chile, Peru, and Costa Rica
In all these markets, we apply the same commitment: the timeframe shown at checkout is the timeframe that binds us. If we cannot meet it, we will inform you and you can choose to wait or cancel with a full refund.
Shipping costs and any applicable charges are fully displayed before payment. We do not apply charges that you have not seen before confirming the purchase.
| Country | Consumer Protection Agency |
|---|---|
| Mexico | PROFECO |
| Colombia | Superintendence of Industry and Commerce (SIC) |
| Argentina | National Directorate of Consumer Defense |
| Chile | SERNAC |
| Peru | INDECOPI |
| Costa Rica | National Consumer Commission (MEIC) |
This policy has been specifically drafted for Lazuela and reflects our actual shipping conditions.
