I placed an order but never received an order confirmation
Customers should receive an order confirmation upon placing their order. If you have not received an email confirmation, first check your junk/spam folder. If the confirmation email is still missing, it is possible your email was entered incorrectly at checkout — email us at hello@shopsuspiro.com so we can locate your confirmation and forward it to the correct address.
I placed an order and haven’t received my shipping confirmation yet — where is my order?
You will receive your shipping confirmation 3 to 5 business days after you placed your order.
Can you rush ship my order?
No, we do not currently offer expedited shipping. Orders within the US ship via USPS Priority Mail and typically arrive in 2-3 business days after shipped. See our Shipping & Returns policy for more information.
Do you offer gift wrapping?
Absolutely! Every order comes neatly wrapped and ready for giving, but feel free to let us know if you are ordering something as a gift. We can ship the package to the recipient’s address and include a customized message at your request.
Can I return or exchange an item I purchased?
Of course! If for any reason an item does not work out for you, we gladly offer free exchanges within 15 days of receiving your package. We do NOT offer refunds at this time. Visit our Shipping & Returns page for more information.
Can I change/cancel/add to my order after it is placed?
We are unable to accept order cancellations.
If you’d like to make a change to your order, we’d be happy to help you as long as your order hasn’t shipped.
If you need to make a change to your shipping address, email us at hello@shopsuspiro.com as soon as possible. We can change the address as long as the package has not left our facility.
Please see our Shipping & Returns policy for more information.
If you’d like to make a change to your order, we’d be happy to help you as long as your order hasn’t shipped.
If you need to make a change to your shipping address, email us at hello@shopsuspiro.com as soon as possible. We can change the address as long as the package has not left our facility.
Please see our Shipping & Returns policy for more information.
Can I place a custom order?
No, we do not take any special or custom orders at this time.
How do I care for my bag?
The best option is to take your bag/pouch to the dry cleaners. If this does not work for you can always hand-wash your bag.
Here are the hand washing instructions:
1. Soak in cold water for up to an hour with a little soap or mild detergent.
2. Use a soft brush to clean any spot.
4. Do not fry the bag too hard to care for the fibers.
5. Extend on a flat surface and let dry.
*If possible, take out or cover with a plastic sheet and tape all the metallic or natural hardware.
*Protect the leather label with a plastic sheet and tape before soaking it in water.
Here are the hand washing instructions:
1. Soak in cold water for up to an hour with a little soap or mild detergent.
2. Use a soft brush to clean any spot.
4. Do not fry the bag too hard to care for the fibers.
5. Extend on a flat surface and let dry.
*If possible, take out or cover with a plastic sheet and tape all the metallic or natural hardware.
*Protect the leather label with a plastic sheet and tape before soaking it in water.
What parts of the bag/pouch are handmade?
The entire product is handmade. The main fabric is handwoven in very old hand looms. All our products are cut and sewn by hand in our workshop in Quito, Ecuador. No machines are used other than a sewing machines.
Are you "Fair Trade" Certified?
We follow Fair Trade practices but we are not a certified fair trade company yet.
We:
We:
- Create opportunities for economically disadvantaged producers. We support marginalized small producers, we enable them to move from income insecurity and poverty to economic self-sufficiency and ownership.
- Maintain long term relationships with the producers based on solidarity, trust and mutual respect that contribute to the promotion and growth of everyone involved in Suspiro.
- Recognize, promote and protect the cultural identity and traditional skills of our weavers.
- Pay fair prices. A fair price is one that has been mutually agreed by all through dialogue and participation, which provides fair pay to the producers and can also be sustained by the market. We follow the principle of equal pay for equal work by women and men.
- Ensure no Child Labour and Forced Labour.
- Do not discriminate in hiring, remuneration, access to training, promotion, termination or retirement based on race, caste, national origin, religion, disability, gender, sexual orientation, union membership, political affiliation, HIV/Aids status or age.
- Provide a safe and healthy working environment for employees and / or members. It complies, at a minimum, with national and local laws on health and safety. Our working hours and conditions for employees and / or members (and any homeworkers) comply with conditions established by national and local laws.
- Respect the Environment. Suspiro maximizes the use of raw, natural materials . Our supplies are locally sourced when possible. We seek to minimize the impact of our waste stream on the environment by using natural dyes, up-cycling and recycling fabrics and by being a leather free company.
Do you pay fair wages and offer maternity leave?
Absolutely! We work with weavers who work in their homes as self employed individuals, so they dispose of their own time. We pay them a fair rate based on their knowledge and above the living wage. We pay them taking into consideration all the time it took them to set the loom, prepare the weft and warp and actually weaving. Our in house employees have all the benefits the laws in Ecuador require such as medical, social security, maternity leave, and vacation benefits.
Do you ship internationally?
Yes, we ship via USPS Priority Mail or USPS First Class Mail. Insurance is included in our shipping.
Does Suspiro pay custom duties when receiving your bag in your country?
We do not pay custom duties or VAT on any product purchased through our website. These charges are not included in the price of our products. It is the sole responsibility of the customer to find out the laws in your own country and to pay all custom charges, duties, or VAT. We will not falsify the customs documents either.
Do you sell in Ecuador?
If you live in Ecuador and want to buy our products you can check a store near you here. If you want to buy online please contact us to hello@shopsuspiro.com to offer you the local rates.
Do you do wholesale?
Yes, we do ! To let us know you wholesale inquiries visit: http://www.shopsuspiro.com/wholesale.html
I would love to collaborate/interview/work with you, how can I get in touch?