FAQs

Here you can find common questions asked by our customers. 

  1. How do I change or cancel my order?  

Changes to your order (including cancellations and other adjustments) must be requested via email to our  customer support team at customercare@jessuszambrano.store We are open Monday-Friday and closed  on the weekends. If you send a request during a weekend day, please note that you will receive a  response from our support team within 2-4 business days.  

  1. How long will it take to get my order? 

See shipping options at checkout. They are seen upon entering the shipping address of the  order. 

  1. How do I use the promotional code? 

Promo codes may be entered when finalizing your order. They are seen under the list of  items in the first stage of checkout. 

  1. When will my order ship and arrive? 

Packages can take between 3-5 business days to arrive at the international carrier. It may then  take an additional 10-15 business days to be delivered, depending on your country. If you have  not received your package after 20 business days of receiving your tracking number please  contact customercare@jessuszambrano.store  

**Notice: During Holidays our shipping times can vary due to influx of orders, please be patient  as we carefully hand pack each one of your orders with love! 

AN IMPORTANT SHIPPING NOTICE DUE TO COVID-19 

Please note that it may take longer than usual to fulfill your order as we work to ensure the  health and safety of the teams in our distribution center. We estimate that your order will ship  from our warehouse within 4-6 business days. We appreciate your patience and apologize for any inconvenience. 

  1. Are taxes, duties and customs included in my order? 

Duties and taxes / VAT are normally not included in the price of our products you buy online. Whether a shipment is a gift or not, it must still go through an import procedure as determined by  customs law in the destination country. The shipment is cleared through customs based on country of  origin, value, and quantity, but not on purpose. You must pay customs duties and taxes / VAT only if the  value of the gift is higher than the established local limit (SOME COUNTRIES DO NOT PAY THAT TAX AND  OTHERS HAVE A MINIMUM AMOUNT WHERE THEY DEMAND THE PAYMENT OF FEES AND TAXES IN YOUR  COUNTRY,) Each country has its own policies of nationalization of imported products.

  1. What size am I? 

To know which size best fits you, please check out our Size Guide

  1. Do you offer exchanges? 

In order to an exchange an item, customers must first initiate a return (see 'How can I  return an item?'). Customers may specify the items they wish to replace their returns with  in our return portal. Contact customercare@jessuszambrano.store for any questions. 

  1. Do I need to make an account in order to make a purchase? 

No. A customer may opt to checkout as a guest by simply forgoing the ‘login’ option at  checkout. 

  1. What if you're out of my size? 

If we are out of an item for any reason, a customer may choose the “EMAIL WHEN  AVAILABLE” option on the left hand side of their screen. This will allow a customer to enter  their email and select their item of interest. They will receive a notification email when the  item is back in stock. 

  1. Where can I find my tracking? 

You can track your package by clicking “track my order” in your shipping  confirmation email. It will take a day or two for your tracking information to populate. 

  1. How can I cancel my order? 

In order to cancel an order before it has shipped, send an email  

to customercare@jessuszambrano.store An order which has already shipped will require the  customer to go through out return process (see return policy) 

  1. How can I make sure my payment went through? 

Once an order has been completed and payment has been made, a screen confirming your  order will appear. You can be assured that your payment was processed fully and correctly.