New Draft 2

Update

A mobile phone number is required in order to receive your DHL delivery. If you have not supplied a mobile phone number at checkout, please kindly email us at support@myrahpenaloza.com with an updated phone number.

Due to current world events, we are unable to ship to PO Boxes. If you have a PO Box listed as your ship-to address, please kindly email us at support@myrahpenaloza.com with an alternate address.

Duty

At this time the majority of styles are shipped from Bali. Duty, if applicable, is the customer’s responsibility and will be paid directly to the carrier. 

DHL will contact you via text message to inform you of the amount due and how to pay. If duty has not been pre-paid, DHL will refuse to deliver and your order will be shipped back to us. If this happens, we will gladly re-ship your order to you; however a re-shipping fee of $22USD will apply.

Processing Time

We receive a high volume of community communications, which we love! So, we kindly ask that you email our customer support team only if you have an urgent shipping inquiry or if we have surpassed the timeframe outlined below.

All orders will be prepared for shipping within 14-28 days of order.

Tracking information will be sent to you via email within 5 days after your order has shipped.

Delivery Estimates (From the Day Your Order is Shipped)

Once shipped, typical delivery time can range from 5-15 business days depending on the ship-to address and other variables.

The shipping of any physical goods is processed through our internal team fulfillment centre. We make no promise or guarantee (expressed or implied) as to the time of your product delivery.

Tracking

We offer complimentary tracking with every order.

Please use www.17track.net/en to track your package. Or DHL track by ‘shippers reference’ page

Once you receive notification that you order has shipped, please contact DHL directly for any shipping inquires.

Shipping Fees

US + CAN

Standard with tracking (10-15 business days)

• Orders under $250 – $22
• Orders under $500 – $12
• Orders above $500.00 – FREE

AU + NZ

Standard with tracking (10-15 business days)

• Orders under $250 – $28
• Orders under $500 – $18
• Orders above $500.00 – FREE

UK + W. EUROPE

Standard with tracking (10-15 business days)

• Orders under $500 – $28
• Orders above $500.00 – FREE

ASIA

Standard with tracking (10-15 business days)

• Orders under $500 – $28
• Orders above $500.00 – FREE

REST OF THE WORLD

Standard with tracking (10-15 business days)

• Orders under $500 – $38
• Orders above $500.00 – FREE

 

Please do not contact us via social media for exchanges. Our social media team is separate from our customer support team.

Thank you for your purchase!

We are pleased to accept timely exchanges of unused, unworn, unwashed, unaltered and undamaged items with original tags on the product within 10 days from the date you received your order.*

To be eligible for an exchange, items must be in the original packaging, including; any boxes, hangers, garment bags, and other signature packaging materials.

At this time, purchases are eligible for store credit only.

*Myrahpenaloza.com reserves the right to reject exchanges that are sent or communicated outside of the exchange period limit; items which are not in the same condition in which they were received; or exchange parcels that incur duty.

Exclusions

• Customized items are final sale.
• Items purchased with store credit are final sale.
• Items received as an exchange are final sale.
• Sale items are final sale.

How do I set up an exchange?

Please forward your confirmation email to support@myrahpenaloza.com with the subject "Start an Exchange" and your order number in the subject line. Please include the item you are exchanging in the body of the email.

How long do I have to make an exchange?

All exchanges must be made within 10 days of receipt. Please, make sure your items are returned new, unused and with all garment tags still attached.  

I received a damaged item, what should I do?

We're so sorry to hear your order arrived in less than perfect condition! In the unlikely event that you receive a damaged or incorrect item, please forward your confirmation email to support@myrahpenaloza.com with the subject "Start an Exchange" and your order number in the subject line.

Damaged items must be reported within 10 days of receipt. 

MODIFICATIONS / CANCELLATIONS

If you have made an error in your order, or wish to cancel, please email support@myrahpenaloza.com within 24 hours so we can inform our team of the requested changes. We are not able to oblige modification / cancellation requests made outside of the 24 hour time frame.