Shipping policy
Shipping, Returns and Warranty Policy
Last updated: June 2026
1. Shipping
Products purchased through the Coqui Coqui online store may be shipped using courier and transportation companies selected by Coqui Coqui according to the destination, weight, volume and characteristics of the order.
The main carriers used are:
- Mexico and Latin America: FedEx, UPS, Estafeta, Tres Guerras.
- United States and Canada: FedEx, DHL, UPS, USPS, Estafeta.
- Europe and rest of the world: Colissimo, La Poste, Chronopost.
Coqui Coqui reserves the right to select the most appropriate carrier for each shipment. The customer may not choose the shipping carrier.
If the customer wishes to use their own carrier, they must request it in writing at americas@coquicoqui.com within 12 hours after order confirmation.
Delivery times are estimates only and may vary depending on the destination, weather conditions, customs procedures or circumstances beyond Coqui Coqui’s control. Delays caused by carriers, customs authorities or force majeure shall not give rise to cancellation, compensation or refund rights.
2. Shipping Costs
Shipping costs will be calculated automatically during checkout and displayed before final order confirmation.
Free shipping promotions, when available, shall be subject to the conditions published on the online store at the time of purchase.
3. Taxes, Duties and Import Fees
Orders shipped outside Mexico may be subject to import taxes, VAT, customs duties, brokerage fees or other charges imposed by the authorities of the destination country.
Unless expressly stated otherwise during checkout, such charges shall be the sole responsibility of the customer.
Refusal to pay taxes, duties or import fees shall not constitute grounds for cancellation, return or refund.
If a shipment is refused, abandoned or returned due to non-payment of such charges, Coqui Coqui may deduct from any applicable refund the original shipping costs, return shipping costs, storage fees, customs procedures and any other related expenses.
4. Receiving the Products
Upon delivery, the customer must verify that the products received correspond to the products ordered and that they are in good condition.
Any claim related to damaged, missing or incorrect products must be reported to Coqui Coqui within three (3) calendar days after receiving the order by email at:
The claim must include photographs of the product, outer packaging, protective materials and shipping label.
Claims received after this period may not be accepted.
5. Returns
Returns will only be accepted in the following cases:
- Product received damaged during transportation.
- Defective product.
- Product different from the one ordered.
For hygiene and safety reasons, returns of opened, used, handled products or products whose original seal has been removed will not be accepted.
Products authorized for return must be sent complete, in their original packaging and in the same condition in which they were received.
Coqui Coqui reserves the right to reject any return that does not comply with these conditions.
6. Refunds
Once the returned products have been received and inspected, Coqui Coqui will notify the customer of the approval or rejection of the corresponding refund.
Approved refunds will be processed using the same payment method used for the original purchase.
Original shipping costs, return shipping costs, taxes, duties and any other transportation-related charges are non-refundable, unless the error is attributable to Coqui Coqui.
The refund process may take up to fourteen (14) calendar days from the approval of the return.
7. Packages Returned to Sender
If an order is returned to Coqui Coqui due to:
- Incorrect or incomplete address.
- Repeated absence of the recipient.
- Failure to collect the package.
- Refusal of delivery.
- Refusal to pay taxes or duties.
Coqui Coqui may deduct from any applicable refund the original shipping costs, return shipping costs, storage fees, customs procedures and any other costs generated by the situation.
8. Shipping Information Provided by the Customer
It is the customer’s responsibility to provide a complete, correct and updated shipping address.
Coqui Coqui shall not be responsible for delays, losses, returns or additional costs resulting from incorrect or incomplete information provided by the customer.
9. Customer Service
Products purchased through the Coqui Coqui online store cannot be exchanged or returned at Coqui Coqui boutiques or at authorized retailers.
For any inquiry or claim, please contact us at:
10. Limitation of Liability
Coqui Coqui shall not be responsible for delays or failures resulting from circumstances beyond its reasonable control, including, but not limited to, natural disasters, labor disputes, governmental actions, transportation service interruptions, infrastructure failures or force majeure events.
11. Warranty
In the event of a confirmed manufacturing defect, Coqui Coqui may, at its discretion, replace the product or issue a refund.
Due to the nature of our products, repairs are not possible.
Coqui Coqui may request the return of the product for inspection before authorizing a replacement or refund.
12. Product Characteristics
Coqui Coqui products are handcrafted using natural ingredients.
For this reason, slight variations in color, texture, appearance or aromatic intensity may occur between batches.
Likewise, some products formulated with natural oils may show sedimentation, crystallization or partial solidification due to temperature changes. These characteristics are normal and do not constitute manufacturing defects, nor shall they be considered grounds for return or refund.