FAQ

What is the best way to contact you?

I answer emails Monday - Friday. Please feel free to email me with any issues you might have at backstitchbruja@gmail.com

What is your turnaround time?

Pre-Orders take about 10-12 weeks to make, process and ship. Ready to ship sales take 7-10 business days to process and ship. A business day does not include the day of your purchase, weekend nor holidays. **Due to Covid-19, USPS is experiencing mass volume of packages, expect high turnaround times and tracking delays.

 

Where can I locate my tracking number?
 
Once your order is processed, a shipping confirmation email will be sent out with a tracking number. Processing time takes about 7-10 business days unless its a PREORDER, which takes 10-12 weeks.
**Due to Covid-19 the post office is experiencing delays. Items may appear as "pre-shipment" or "in transit" for several days.
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Why is everything SOLD OUT?

Since we’re a very small team, I push out my products in "Shop Drops." I usually have two sales a month. A ready to ship sale and a presale. If an item is available I will post restock updates on the item listing and post updates on my Instagram. Feel free to follow @backstitchbruja

 

I added an item to my cart but it sold out upon checkout, why?

Even though all items are handmade, if not by me, by my manufacturers, they are all accounted for. I wouldn't want to oversell an item and come to find the fabric is no longer available in fabric stores. If multiple people add the same item to their cart, the first person to checkout gets the item. Its not necessarily the first person that adds the item to their cart. 

Can I have my order shipped out in time for my trip?

No, rush delivery is not available.

 

Can I order multiple of one bag?

No, unfortunately due to resellers my bags are limited two of one style per person. Multiple orders will be cancelled.

 

Will my item look exactly as the picture?
Since everything is handmade if not by me by a small company I’m collaborating with, there is no guarantee that a certain character will be perfectly centered on each item. Every item slightly varies a bit in placement, stitch work and size.

 

Does your clothing run true to size?

To avoid you being unsatisfied with any apparel, please refer to our size chart per item and measure yourself accordingly. Due to Covid-19, for sanitary purposes ALL SALES ARE FINAL!

 

Do you have an affiliate program?

Not at the moment.

 

Do you ship international? 

Yes. Cost varies by weight. Due to Brexit Shopify will no longer allow me to ship to the United Kingdom. If you'd like to purchase an item send me an email at backstitchbruja.uk@gmail.com

 

What do I do if my item arrived damaged

We strive to carefully inspect each item but something can slip by. Please, advise Store Policies and email me with any concerns at backstitchbruja@gmail.com

 
Can I exchange or get a refund my item?
Check our Store Policy for more information on returns and/or exchanges.
 

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