Frequently Asked Questions (FAQ)

Is it safe to use my credit card online at cuscostores.com?

Using your credit card to shop at Cusco Stores SRL is extremely safe. We process all transactions securely via PayPal, which employs the latest encryption technologies to ensure that your credit card information remains private.

PayPal transactions are protected by the highest levels of security available, ensuring complete privacy. Not even Cusco Stores SRL employees have access to your credit card information. Using your credit card affords you the added advantage of knowing that, in the event that there is a problem with your purchase, the credit card company will remove the purchase from your bill and Cusco Stores will not be paid.

How long will it take for me to receive my order?

We deliver your order in about 1-2 weeks. The time depends on two factors: the type of product ordered and the fact that our products are handmade and are not stored in warehouses in mass quantities.

There are some occasions when orders must be specially made, and this can present delays in shipment. In such an event, you will be contacted by e-mail and informed of the nature of the delay and the expected time frame for shipment of your order.

How does Cusco Stores SRL ship my order?

We ship our products by International Express Mail Service (EMS), a function of the Peruvian postal service operated in cooperation with postal services throughout the world, and normal post by Serpost Peru. If you prefer your orders to arrive quickly, we can use couriers such as DHL, FedEx, or TNT (in this case, the customer assumes the shipping cost).

How do I track my orders?

If you already have your tracking number and want to find out the status of your package, you can call your local Mail Service and provide your tracking number. They will give you information about your order. Alternatively, you can contact us at info@cuscostores.com and we will give you the status of your order.

Can I pay by Western Union, MoneyGram, bank transfer, or Letter of Credit (L/C)?

Yes, you can pay by Western Union, MoneyGram, bank transfer, or Letter of Credit (L/C) if you are making a special request for one product or if you are a wholesale customer.

Can I make a special request for a product?

Yes, we can provide you with a special product. For more information contact us at info@cuscostores.com. In your request, please include as much information as is possible about the product that you would like to purchase at Cusco Stores SRL.

What is your policy on returns and exchanges?

In the unlikely event that we process your order incorrectly or ship you a defective item, we will take back that item and replace it with the original product at no additional charge, or offer a full refund within 7 days of purchase. Returns will be gladly accepted for up to 5 days after the date of receipt.

What if I do not receive my order?

Be sure to indicate the correct mailing address when filling out your order form. Cusco Stores SRL is not responsible for items that have not been received due to an incorrect address or change of address.

If you have not received your order and would like to check the status, please contact our Customer Service Department at info@cuscostores.com (be sure to note your order number, e-mail address, and verify the correct mailing address). A customer service representative will check our records to determine when your order was processed and mailed.

Will Cusco Stores SRL ever give out my personal information to third parties?

Cusco Stores SRL wholeheartedly respects your privacy and thus will never release any personal information (including your home address, e-mail address, and phone number) to any third party. Cusco Stores SRL offers a 100% Privacy Guarantee.

How can I tell the actual size of a product?

As you know, pictures can be deceiving. For that reason, it is very important that you look at the size and weight specifications of a product before making a decision about whether to purchase it. We want to offer you the best possible perspective of a product's appearance and detail, but sometimes this comes at the expense of providing a true representation of the product's actual size. All products do come with size and weight specifications, however, so be certain to make that one of the things you check when viewing a product.

Products are individually handmade

As all of our products are individually handmade, all sizes given must be considered as approximations, and minor imperfections and slight variations in color or design from items depicted should be expected. This contributes to the unique nature of each item.

Now, the real question: Do we kill Alpacas for their skins?

The answer is: No, never! Not only would every associated alpaca farmer consider this a capital crime, but it would not make economical sense either. Every Alpaca will render more monetary benefit as a fiber provider in one single year! Furthermore, you must take into account that Alpacas reproduce every year, faithfully, producing very valuable new members to any Alpaca farm. It simply would not make a lot of sense to kill them for rugs!

Delivery Policy

We are not responsible if you do not receive your order if you provide us a wrong address. We send all our package by certified mail that means someone has to sign at the moment of receipt. If you think that you or others will not be at the address you provide us to receive the package, please contact us to send the package by another service. We are not responsible if you will move to another address and you do not tell us. The mail will try to deliver the package up to three times at the address you provide, but if no person is found, we are not responsible if you do not receive your order. If you have any questions, please contact us at our service department by email at info@cuscostores.com