FREQUENTLY ASKED QUESTIONS

ABOUT US

How does incawasi.com work?

Incawasi.com is a store of Peruvian high quality and exclusive design products, developed with Internet e-commerce tools that allow you buying online in a safe way, and receiving your items in different countries around the world.

In many cases, these are handmade and delicately designed products; therefore, each order begins its process within the next 24 hours of receipt, except those that require a special manufacturing time because they are exclusive products.

Why is it safe to shop from incawasi.com?

We apply technical and security measures to prevent unauthorized or illegal access or the accidental loss, destruction or damage occurrence to your information.  When data is collected through the Site, we collect your Personal Data on a safe server.

We use protection programs on our industry standard servers to protect the confidentiality of your Personal Information, including, among other measures, firewalls and Secure Socket Layers ("SSL").

REGISTRY

How do I register?

On the upper left corner of the page, you will find the link 'Login'. By clicking on this link, a form will be displayed, click on "Create my Account". Once this is done, you will be asked to enter your e-mail address and to click on "Create my Account". The form to register your personal data will appear and to finish, click on "Register".Once registered, you will receive a confirmation e-mail.

You can also register through social networks such as Facebook or Google Plus, and then, you will be able to start shopping.

How can I recover my password?

If you have forgotten your password:on the upper left corner, you will find the link 'Login', by clicking on this link, a form will be displayed, then click on "Forgot your password".Once you do this, you will be asked to write the registered e-mail address, and we will automatically send you a password reset e-mail with the link to confirm this action.

Once you follow this link, you will receive a confirmation e-mail with the new password. You can log in to your account and change the password at any time.

Can I update the Client Register?

Once you made your first purchase, you can make the following purchases without having to enter your data again.

However, if you change your e-mail address or password, you will have to sign in again to update your data.

By clicking on the upper left corner, you will find the link "My Account". By clicking on this link, a form will be displayed, then click on "My Personal Data".Once you have done this, you can modify your data, click on "Save" and the message "Your personal information has been updated" will be displayed.

PAYMENTS

What forms of payment can I use?

You can pay with Credit/Debit Card (Visa, MasterCard, American Express or Diners Club) and through the PayPal platform.

Is it safe to pay with a Credit Card?

Yes, all your data is transmitted in an encrypted way through a secure connection protocol, called SSL, which includes complex cryptographic formulas that allow you to connect your browser to our website in a completely secure manner.

SHIPPING

What are the costs of the Shipping Rates?

When you place an order and choose the shipping method, the total shipping cost will appear on the screen according to the option chosen, taking into consideration that the product is sent from the source, we do not have a long storage period, and that most of them are elaborated in an artisanal, delicate and exclusive way.

Who pays Customs Import Duties?

Given that we ship orders to different countries around the world, it is impossible for us to estimate customs expenses and include them in the price of the product.Import duties depend on the internal policies of each country and their collection agents can collect them once the product arrives at your destination country.  These expenses should be borne by you.

How to order?

To search for a product, you can make use of the categories that are shown in the Menu of the upper bar or those that are shown in the lower left bar.  However, to speed up your search, you can use the search engine (magnifying glass) located on the upper left side.

Once you have located the product you are interested in, click on it and then click on the "Add to Cart" button to add the product.

When you have finished shopping, if want to review your Order, click on the "View my Shopping Cart" icon that appears on the top right menu.

Continue with the steps indicated on the screens that will appear immediately afterwards.  You will receive a confirmation e-mail with the details of your order.

Where can I get my order?

You can receive your order at the delivery address you indicated, bearing in mind that there are rural or difficult to access destinations to which we cannot make shipments. However, we will communicate and send an e-mail to manage a different delivery address so we can deliver the product to you.

What do I do if I was not present at the time of delivery?

Do not worry; the Courier will make a second delivery attempt.Should the Courier not succeed in any of the attempts, please contact us.

What do I do if my order has not arrived?

If the estimated date of delivery has already passed and you have not received your product, please contact us, sending us the detail of your order to help you and inform you about the status of your order.

How long will it take to receive the order?

The shipping time varies according to the shipping option you prefer:

-  PREMIUM EXPRESS  :10 business days (maximum delivery time)

-  EXPRESS                   :15 business days (maximum delivery time)

-  REGULAR                   :40 business days (maximum delivery time)

You should bear in mind that business days do not include Saturdays, Sundays or holidays in Peru and/or at the place of delivery.

CANCELLATION, RETURN, AND REFUNDS

Can I modify my order?

It is not possible to modify, you have to cancel your order.

How do I cancel my order?

Enterwww.incawasi.com, "My Account" section, then "My purchases", choose the order you wish to cancel, and click "Cancel".

All cancellations will be requested within the first calendar day (counted from Monday to Sunday, including holidays in Peru), from the purchase of your product.

How will I receive a refund for the cancellation of the order?

INCAWASI will make a refund to you using the same method you chose to make your payment, within the following four (4) calendar days, and the refund of the money to your bank account will depend on your bank, approximately within thirty (30) calendar days.

What product guarantee does INCAWASI offer? 

INCAWASI performs rigorous quality controls; therefore, it ensures the best quality of manufacture and materials used in all its products.

Can I return a product?

In incawasi.com, we care about you. If what you have bought from us has any small manufacturing defect, you can return it without problems.

What is the deadline to make a Refund?

Any return will be requested until the first seven (07) calendar days (counted from Monday to Sunday including holidays), from the delivery of the product and it is essential to have the complete product as it was delivered.

How do I return a product?

Enter www.incawasi.com, "My Account" section, then "My purchases", choose the order you wish to return, and click on "Details".

Select the product by checking the box next to its name, attach the product photo, add the description of the problem with the product, and indicate how you wish your request to be resolved, and finally click on "Return Merchandise Authorization".

From your account, in the My Purchases section, you can view the status of the return.

The time of quality control by our specialized area has a maximum term of fifteen (15) business days, counted from the moment when your request was recorded.

Once the term of quality control has elapsed, you will receive an e-mail with the evaluation of the return process.  In the case of any delay, we will notify you.

How will I receive a refund for the return of the product?

INCAWASI will make a refund to you based on the method you chose when you made your refund request.

- A rebate or chargeback on your card, within the next ten (10) business days. After that, time will depend on the policy of your bank for the return of the money to your bank account.

- Discount coupon, within the following three (3) business days.

SIZES

How do I choose my size?

To make your purchase as easy as possible, we have arranged the selection of sizes in the product details, before starting your purchase on the Site.

You can also check our selection of sizes for all our clothes in the customer service section.

CARE OF THE CLOTHES

How should I take care of my clothes?

All our products have a care label for use; we recommend you follow these instructions.

You can also consult the Care & Use Guide in the product details before starting the purchase on the Site.

NEWSLETTER

What do I need to subscribe to the newsletter?

Subscribing to our Newsletter is very simple.

- When you are about to create your account, you just have to check the boxes "Register on our mailing list" and "Receive special offers from our Store".

- On our Home page, under the Last news section, you can find the Newsletter section, click on the "Subscribe" button and you will receive our news and offers.

CONTACT US

Other questions

If you could not find all the information about the products or services that we offer on our website, please contact us at customerservice@incawasi.com.