Frequently Asked Questions
About the products
On average, it takes up to 3-4 weeks to produce one artisan Wayúu mochila. Artisans make each unique piece by hand.
About the environment
We aim to protect the environment by reducing the amount of waste we generate. Therefore, we carefully select sustainable packaging material.
About the prices
All prices are in JPY (Japanese yen without local taxes). Aaluna accessories are entirely handmade, and therefore feature slight variations that separate them from machine-made imitations.
About the production
Colombian artisans create each unique Aaluna handbag with dedication and love. That is why it takes up to 3-4 weeks to produce one artisan Wayúu mochila.
Do you ship internationally?
Yes, we ship all over the world. For more specific information regarding shipping times, view our shipping & returns page.
What are you delivery times?
Orders are processed and shipped within 1-2 business days unless otherwise noted in the product description. If you purchase multiple items and one is noted as backorder, all items will ship together at the later date. You may also request multiple shipments. To receive your other items sooner, please contact firstname.lastname@example.org.
How soon can I expect to receive my order?
Once your order has been processed, the average transit times are as follows :
– Japan: 3-5 business days
– International: 10-15 business days
Express shipping is available upon request.
Who pays import taxes on international orders?
International shipments may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. These additional charges are the responsibility of the buyer.
We have no control over these government-imposed charges and they vary greatly from country to country. Please contact your local customs office for information.
Do you take custom orders?
We always welcome custom orders.
For specific requests of larger quantities, please contact us at email@example.com.
Do you accept returns?
Aaluna accepts returns received within 15 days from date of purchase. Returned items must be unused and unworn with their original tags attached. Cash purchases may only be returned for store credit. There are no returns or exchanges on custom orders.
How do I return by mail?
Please contact us at firstname.lastname@example.org to confirm Return eligibility before shipping your return. Returns must be unworn with original packaging and tags still attached. Once we receive and inspect your return (usually within 72 hours of receipt), we will issue a refund to the original payment method or store credit. Refunds for cash payments will only qualify for store credit.
We do not assume responsibility for reimbursement or compensation in the event that a return package is lost, stolen, or mishandled. We reserve the right to refuse merchandise returns that does not meet our return policy.
Can I return Sale items?
No. Sale items cannot be returned or exchanged. Please also note that discounted merchandise is sold “as is.”
Do you accept exchanges?
If you would like to exchange your item, please return the item you wish to exchange. After we approve your return, you can place a new order in-store or online.
How can I clean and maintain my handbag?
To clean your Wayuu mochila, hand-wash with water (30℃) and mild soap.
As with any fine accessories, it is important to wear, clean, and store your Wayúu bag carefully. We encourage spot cleaning on small stains wherever possible. For grease stains, use a small amount of cornstarch to draw out the stain. Leave dry cornstarch on the stain for several hours or overnight. Remove gently with a soft toothbrush. For other stains, use coarse salt and cold water.
We encourage you to store your handbag on its own shelf, as hanging may distort its shape.