tortillagirl's Shop Policies

Welcome

I am a designer and modèliste based in France, and I create women's ready-to-wear clothing and accessories full-time. My designs are handmade exclusively by me and with every piece I make I strive to obtain the most impeccable execution and finishing. When you purchase from my shop, you're purchasing an original item that was built-from-scratch with love and care.
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☆ It's the HOLIDAY RUSH. I always ship out within turnaround times given in the top of item listings, but during the month of December and the first half of January mail distribution always slows up. If your item is delayed by postal service, please note that this is entirely out of my hands so your understanding is appreciated.

☆ BOXING WEEK SPECIAL: Free shipping on orders above $100 placed from December 27 to January 2. Shipping will be priority registered airmail with insurance coverage up to €45. If you'd like additional insurance please contact me and I will provide the cost. Only packages that DO NOT exceed 2 kg / 4.4 lbs shipping weight are eligible for free shipping. If your order is ineligible for free shipping due to the weight, you can pay the difference to upgrade to Colissimo Prioritaire International (see "shipping" section below for more info on this mode of shipping).

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BUSINESS days in my shop are Monday to Friday, not including public holidays in France and vacation days I take. In addition to all weekends the following are *not* business days in my shop and are not to be counted for shipping orders or in the turnaround times I need to make handmade to order items: Jan 1, Apr 5, May 1, May 8, May 13, May 24, July 14, Aug 23-27, Nov 1, Nov. 11, Dec 24-25, Dec 31.

Payment

I accept payments via PayPal, which accepts all major credit and debit cards.

Payments on items purchased during promotions or sales are due immediately at checkout.

Payments on all other items are due within 3 days of purchase.

I also accept personal checks in euros funded by French banks and postal money orders in euros from residents of the European Union. Contact me before purchase to pay this way.

Shipping

TortillaGirl ships from France, and shipping rates quoted in item descriptions are actual rates charged by La Poste French postal service, converted from euros into dollars. I use no other mail carrier service. Post office visits are made from Monday to Friday only, not including non-business days.

I ship ready made items in 3 business days upon cleared payment.

I ship "handmade to order" items in 14 business (not calendar) days, unless another turnaround time is specified in an item listing.

If you purchase four or more "handmade to order" items in a single order, your turnaround time may be extended by 3-5 business days as I am the only person creating the items in this shop.

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Delivery times after I've shipped:

France - two to three business days
Addresses in Europe - five to ten business days
Everywhere else - seven to fourteen business days

***I always ship promptly and within turnaround times promised. However, delivery may take up to 6-8 weeks due to circumstances beyond my control (i.e., issues with customs or local mail handling, holidays, adverse weather conditions, etc.) In the rare cases when that happens, thank you for being patient with delivery.

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How your order is being shipped:

• Les colis en France métropolitaine sont envoyés par Colissimo Recommandé o Colissimo France avec suivi.

• Orders less than 50 US dollars are sent priority airmail. There is no tracking or insurance for this mode of shipping.

• Orders above 50 US dollars are sent priority registered (recorded) airmail, which requires signature upon delivery, with insurance.

• Orders above 150 US dollars that do not exceed 1 kg / 2.2 lbs shipping weight are sent priority registered airmail with full insurance coverage and delivery confirmation.

• Orders above 450 USD and orders that exceed 1 kg / 2.2 lbs shipping weight are sent via French post's service of Colissimo Prioritaire International, priority registered airmail with online tracking, full insurance coverage and signature confirmation. Only items sent Colissimo may be tracked online at all times.

• Orders purchased during FREE SHIPPING promotions or with free shipping coupons are sent via priority airmail (value less than 50 US dollars) or priority registered airmail with insurance coverage up to €45. Any desired shipping or insurance upgrades are covered by the buyer. PLEASE NOTE: Only packages that DO NOT exceed 2 kg / 4.4 lbs, which is the limit allowed for priority airmail worldwide, are eligible for free shipping. If an order is ineligible for free shipping due to the weight, the buyer has the option to pay the difference to upgrade to Colissimo Prioritaire International, mentioned above.

I recommend and can provide shipping upgrades to include insurance, tracking, registered airmail and/or signature confirmation for items not shipped with these options. Contact me before purchase for rates.

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Customs duties, tariffs and taxes are not included in the shipping rate or item value. Therefore, overseas buyers may be subject to them as determined by their local government and I am not responsible for these additional charges.

Refunds and Exchanges

I accept returns for clothing unworn, unused, and in original condition. Returns must be shipped to me within 3 business days of receipt and items must be placed back into any interior packaging in which they were initially wrapped for protection, hang tags included.

Any returns I accept will be for exchange, in-store credit or refund minus (in most cases) shipping and packaging costs. (I resolve this according to the item and to what went wrong.) Buyer is responsible for the cost of shipping the item to me.

Full refunds are only given for items lost or damaged in the mail that have been shipped with insurance or in the off chance that I sent the incorrect item.

I do not accept returns or give refunds without prior communication and if feedback is given. Failure to contact me immediately upon receipt of the item and/or leaving feedback will imply acceptance of the item or transaction as is. Prior to any full refund (paragraph above), a claim will be submitted with the postal authorities and photographic proof will be required for damaged or incorrect items.

Additional Policies and FAQs

Discounts, promos, codes and coupons:

• May not be used during sales or promotions, with existing discounts, on already marked down items or applied on store credit (i.e. returned items) or refunds.

• Any discount coupons or codes sent with items that are returned to me (see refunds and exchanges above), are rendered null at the moment of return and may no longer be used.

• May be used at either tortillagirl.etsy.com or friedinbutter.etsy.com. Orders may be combined from both shops to benefit from the discount.

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Communication: All communications from me regarding specific details of a transaction will be made via the Etsy conversation feature (Etsy convo) only.

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Customer orders, resale, consignment and wholesale:

• I do not take custom orders at this time.
• My items are not resold without obtaining a license from me.
• I currently do not sell through online consignment or drop shipping.
• Wholesalers: My prices at Etsy ARE my wholesale prices.

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COPYRIGHT NOTICE: TortillaGirl® is a registered trademark. My designs and images are protected by copyrights owned by me. All text in my descriptions, shop profile, shop policies and feedback is copyrighted to me as well. (Please, no copying and pasting my words verbatim for use elsewhere without asking first.) All rights are reserved.

If you'd like to use my photos on your site or blog for something other than promotion or features of my work, contact me to obtain authorization before you use them. If you plan on uploading any of my photos to your flickr photostream or other file sharing web site, please note that I don't allow this in any event. Thank you.

Last revision (addition of Boxing Week Special):

Last Updated December 28, 2009

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