RETURNS AND EXCHANGES
At MULATA, we take great pride in the quality and uniqueness of each handcrafted piece. Please review our return and exchange policy carefully before placing your order.
PRE-ORDER ITEMS
• All pre-order items are final sale and not eligible for returns or exchanges, as they are made especially for you.
• Only in the case of a confirmed error on MULATA’s part (such as incorrect size or color), an exchange will be evaluated.
• If this applies, please contact us immediately at studio@mulata.pe with your order number, a description, and clear photos of the issue.
EXCHANGE POLICY
We accept exchanges within 14 business days of receiving your order. Items must be in perfect condition: unworn, with original tags attached, and accompanied by proof of purchase (receipt or invoice).
We do not offer refunds, except in cases of shipping errors or confirmed manufacturing defects. Handmade pieces are not eligible for returns.
EXCEPTION - KNITWEAR
For knitwear pieces, the exchange window is 30 calendar days from the date of delivery. Once our team confirms the item meets the required conditions, a store credit will be issued, valid for 6 months and redeemable in a single purchase.
EXCHANGE PROCESS
All items must undergo a physical inspection by our team before an exchange is confirmed. Once the condition of the piece is approved, you may exchange it for another item available in stock.
The price applied to the exchange will be the one on your original proof of purchase. If the new item is priced higher, the difference must be paid by the customer. If there is a balance in your favor, a store credit will be issued, valid for 6 months and redeemable in a single purchase.
To request an exchange: studio@mulata.pe
QUALITY & WARRANTY
Every MULATA piece goes through a careful quality review before leaving our atelier. Our warranty covers manufacturing defects for up to 60 days from the date of purchase.
Because our pieces are handmade - knitted, embroidered, or tailored by hand, they may carry subtle variations in texture, tension, or finish. These are not imperfections; they are the natural mark of craft. No two pieces are exactly alike, and that is intentional.
The following are not considered manufacturing defects:
• Failure to follow the care and washing instructions provided
• Natural wear and aging of the material over time
• Damage caused by chemicals, solvents, or improper cleaning products
• Any alteration or modification made by the customer
• Misuse or use inconsistent with the garment's intended purpose
• Any external factor beyond our production process
CUSTOMIZED OR ALTERED ITEM
Items that have been customized or modified at the customer’s request (such as special measurements, unique color combinations, or any personalized interventions) are not eligible for exchanges or returns.
SHIPPING AND ADDITIONAL CONDITIONS
• Shipping fees are non-refundable.
• If your order included free shipping, the customer is responsible for the return shipping costs, unless the return is due to a verified error by MULATA.
• Items purchased on sale or during promotional events are not eligible for exchanges or store credit, unless they have a confirmed manufacturing defect.
• Each order is eligible for one exchange only. Second exchanges will not be accepted.
ORDERS FROM PROVINCES (PERU ONLY)
• If you placed an order from a province and received a defective item, please contact studio@mulata.pe with your order number, a description of the issue, and clear photos.
• Once approved, you may send the item to our office for evaluation.
• The product must be unused, in its original condition, and properly packaged.
• All our products go through strict quality control before shipping, but if you happen to receive a defective item, we’ll do our best to assist you.
• MULATA reserves the right to reject any return or exchange request that does not comply with the conditions stated above.