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FAQ - Frequently Asked QuestionsOrderingCustomer ServiceCredit Cards & Safe ShoppingPricing & ShippingReturns & ExchangesInternational OrdersHandcrafted OriginalityAbout Lucuma DesignsPrivacyOrderingCustomer ServiceCredit Cards & Safe ShoppingPricing & ShippingReturns & ExchangesInternational OrdersHandmade ProductsAbout Lucuma DesignsPrivacyOrderingQ. How do I find products on your site? A. Follow the links in the left menu to browse through Lucuma Designs' collections Within each 'line' you will find individual products. If you know what you are looking for try entering the name or a keyword in the search box at the top of this page. If are still unable to locate what you are looking for, please call us toll free 800.952.1810 or email us at info@lucuma.com so we can help you. Q. How can I pay for my order? A. We accept Visa, MasterCard or American Express. You may also mail a money order in US dollars from a US bank. We will notify you when we receive your payment and let you know when your purchase will be shipped. Q. When will my credit card be charged? A. We will process your order and charge your credit card for only the items that are been shipped. Q. How do I add products to the shopping bag? A. On the product page, enter the quantity you want and click on the "add to bag" button. When you are ready to check out, click on the bag icon on the top of the page to check out. See more ordering details. Q. What happens after I place an order? A. Expect to receive an automatic email confirmation showing your order details. Please review the message carefully to double check the items you ordered and that your address was entered right. If you need to make corrections please contact us inmediately. Once your order is processed, we will email you a confirmation as soon as your order ships. If you choose express shipping, or your order needs to be shipped outside the continental US, we will contact you with your shipping options. In the event that an item is out of stock or if we have any questions we need to clarify with you, we will contact you by email or phone before shipping. Q. What if I don't receive an email confirmation for my order? A. If you don't receive an email from Lucuma.com within 2 hours of placing your order, please call us toll free 800.952.1810 or email us at order@lucuma.com to make sure we received it. Most likely we will be able to recover your order from our system in the event the email did not work. Q. Can I track my order? A. Yes, for all orders sent within the continental United States you will receive an email message with the UPS tracking number. For Hawaii, Alaska, and US territories, we normally ship priority mail and we will add tracking if requested. In any case, we will inform you as soon as your order ships. Q. How quickly will my order arrive? A. We are pretty good at rushing orders out the door within a day or two. Depending where you live and on which day and time of the day your order was received, it might take from 2-3 days if you live in the North East or 5-7 days if you are in the West coast. See more delivery details. Q. Should I use the shopping bag if I want to pay by check? A. Sure, for your convenience, you can always place your order online and choose "pay by check" during checkout. Then print the confirmation page with your order details and instructions on where to mail it with your payment. To avoid delays, we strongly encourage you to mail a money order so we can ship your order as soon as we receive it. Please note that we will do our best to reserve mail check orders for a week after the order is placed but can't guarantee the items you want will be available if your payment gets delayed. Customer ServiceQ. Who should I contact if I have a question?A. If you ever need to reach us, call us toll free at 800.952.1810 (10 AM until 6PM EST) or email us at info@lucuma.com and we will be happy to answer any question that you may have. Q. If I send an email request when should I expect to get a response? A. We are pretty good at answering our emails fast. Most of the time you can expect to get a response in just few hours or before 24 to 48 hours depending on the day. Q. I need help deciding which product to order, can I talk to someone? A. Of course! Please call us toll free 800.952.1810 or email us as we would love to help you select just the right gift or home décor and answer any questions that you may have. As our products are all handmade and most are a one of a kind, very often we can provide you additional pictures not yet shown in our site, so please ask. Credit Cards & Safe ShoppingQ. Is it safe to use my credit card online?A. Sure, you can trust it is safe and not much different than using your credit card at a restaurant or gas station. Like other trusted online vendors, Lucuma Designs uses the latest Secure Servers (SSL) technology to guarantee that your credit card information is transmitted to us in the safest way, always encrypted so no one else can access it. Q. Can I email you my credit card? A. No. Please never send your credit card number to anyone via email as it is not safe. Emails may be easily intercepted. You can always call us toll free at 800.952.1810, fax your credit card information to 877.363.0735 or order online using our secure server. Q. How do I order if I do not want to enter my credit card online? A. You can always use the shopping bag to order online and then send us your credit card number by fax 877.363.0735 or by calling us toll free at 800.952.1810. If you prefer, you can send your order along with your credit card information by regular mail. Just use the shopping cart online and select pay by phone/fax or mail and print your order. If you choose to fax your order, please remember to include your name on card, billing address, card number, and expiration date as well as the order number and total along with your signature. If you choose to mail your order, please remember to include your name on the card, billing address, card number, and expiration date. Pricing & ShippingQ. How much does shipping cost? A. Shipping is only $7.50 for any order over $25 shipped in the continental U.S. Oders under $25 have a $4 handling fee. Read our shipping details. Q. Do I have to pay sales tax? A. Orders shipped to FL will be charged a 6.5% sales tax. Returns & ExchangesQ. What if I need to return something I bought? A. We want you to be completely satisfied with the quality of our products, if you are not happy for any reason with a product you bought at Lucuma.com, you may return in within 15 days for a refund or exchange. Sorry, shipping charges, if applicable, are not returnable unless it was our mistake. Q. What happens if I decide to cancel my order? A. If at any point you change your mind, let us know as soon as possible. If your order hasn't shipped yet, we will cancel it and refund your payment. If your order has been shipped, you will have to send it back to us when you get it. Shipping charges, if applicable, are not refundable. International OrdersQ. Does Lucuma Designs accept international orders? A. Yes, however, due to international credit card policies and to protect our customers from unauthorized charges, we will contact you to verify your order. Lucuma Designs reserves the right to ship orders to a select group of countries. We will inform you promptly if we are unable to accept your order. Q. How much would the shipping be to my country? A. Shipping rates will depend on the weight of the package and vary according to each country. When you place an order, we will calculate the exact shipping charges and inform you as soon as possible of your choices. Only after receiving your OK will we process your order and charge your credit card. Q. Do I have to pay custom taxes on delivery? A. Please make sure to contact the customs authority of your country and verify before ordering if there will be any duties for the products you plan to buy. Any applicable duty taxes will be your responsibility. Handcrafted OriginalityQ. Who makes Lucuma Designs' products? A. Lucuma Designs handcrafts are the result of a coolaborative effort between our designers and talented Peruvian artists. They are made by hand in small batches by women's cooperatives, family workshops and small producers all over Peru. Q. How original are Lucuma Designs' products? A. To help our artisans expand their possibilities, we often encourage them to experiment with new ideas. More often than not, these experiments and later refinements result in outstanding and innovative products we are proud to call Lucuma Designs Exclusives. You will find them at Lucuma.com and at select specialty store partners around the USA. Q. If I order a product, will it be exactly as the picture shown? A. Most likely not identical... All of the Lucuma products are handmade by our artists are quite creative, so the piece you receive will be an original. We will explain to you, product by product, the degree of originality you can expect and when in doubt, we will be happy to provide additional pictures by email for you to choose. The individuality and the unique handmade quality of our products is what our customers value the most and we are sure you will not be disapointed. Q. Can I pick exactly the product I want to buy? A. We will be happy to email you pictures for most of our products in stock so you can choose your favorites. You will see on each product page of Lucuma.com, a supply of pictures. Normally, we have pictures for our 3d Arpillera art quilts available, as they show the most originality. Also, we will most likely be able to provide you with pictures of our paintings, gourds, handbags and jewelry as requested. More about Lucuma.comQ. What is Lucuma? A. Lucuma is a delicate fruit that grows in the highlands of Peru and other parts of South America. In Peru, lucuma is also the name of an orange color from the flesh of the fruit and that is where idea of our name came from. Peruvian folk art is very colorful and we wanted our name to reflect that. Also, go to About Lucuma Designs, for more information. Q. Do you have a store where I can come see your products? A. Lucuma Designs does not have a store but we do rely on many specialty stores who carry our lines across the US and even abroad. If you want to see our products up close we will be happy to forward you a list of stores close to you. PrivacyQ. Why do I have to give my email when ordering? A. We ask for your email so we can confirm the status of your order and to send you a shipping confirmation. On ocassion we may follow up on your order to make sure that the package arrived safely. If you choose to receive our newsletter, you will be the first to know about special promotions we offer few times a year. Of course you may choose to unsubscribe at any moment. Q. If I give you my email address, will I get lots of spam? A. Never. We keep all customer information confidential and we will never trade, sell or share your email with any list out there. If you sign up for our elist, we will keep you informed from time to time about new lines and special promotions but you can always unsubscribe if you wish. You can expect 4 to 5 messages a year from us. If you didn't find the answers you where looking for, email us at info@lucuma.com |
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