Customer Service

FAQ

Q: Where do your products come from?
A: 100% of our products are made in Mexico.

Q: Why do you not ship to my country?
A: We ship to those countries with reliable delivery service by UPS. If you feel we have excluded your country by mistake, please Contact Us.

Q: How can I view my order and shipment tracking number?
A: Log in to your account at http://www.cobaltohandbags.com/user and click the 'orders' tab. Click on the individual order to view its details including tracking number if one has been issued.

Q: When I try to checkout my order I see the following message on the Shipping page:

"No valid shipping rates found for your order, and we require shipping service selection to complete checkout. Please verify you have supplied all required information or contact us to resolve the issue."

A: The most likely cause of this message is an incorrectly entered address. UPS will verify the shipping address you entered in order to provide an accurate shipping cost, and if it cannot find your address then the 'No valid shipping rates' message will appear. To fix this, go back and double check that you have entered all of your address details correctly. If you are certain that you have correctly entered your information but are still seeing the message, please Contact Us at customer-service@cobaltohandbags.com for assistance.

Shipping

All shipments are sent via UPS. During the checkout process, the customer will be able to choose from several UPS shipping service options available for their delivery address. If you are not seeing any shipping options, read this.

Returns/Refunds and Exchanges

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return/refund or exchange, your item must have some sort of damage or defect that existed on or before the time of delivery. Incorrect items (wrong product type, size, color, etc.) can be returned or exchanged if it remains unused and in the same condition that you received it. It must also be in the original packaging.

To initiate your return/refund or exchange, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

If your item is damaged, defective, or incorrect, please email us immediately at customer-service@cobaltohandbags.com and include in the email your name, order number, and details of what is wrong with your order, including photographs of any damage or defect. Once we have confirmed via email that your item warrant a return/refund or exchange, you will be provided with a pre-paid return shipping option. Please send the item, in their original packaging, to:

Cobalto Handbags
calle Madero entre Hidalgo y Guerrero
Plaza Alamar Local 8
Cabo San Lucas, BCS
23450
Mexico

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

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