CONTACT US
How do I contact you?
For any general questions or concerns about your order or experience please contact our support email address at sales@hastamuerte.com.
What are the hours for your customer service live chat?
Our hours for our support line and live chat are 9AM to 5PM from Monday through Friday.
How do I contact you regarding a business inquiry?
For all business inquiries please contact our business email address sales@hastamuerte.com
ORDERS
How do I change or cancel my order?
We will only cancel orders if your order is one of the following,
1.) If your order has taken more than 14 business days to ship out and you would like to request a cancelleation, we will oblige by your cancellation request.
2.) In the event of an item being out of stock you may request a cancellation or swap to an item of equal value.
3.) If you have made an error on your order in regards to sizing and or color you may request for a cancellation or size change.
Please note that once an order is cancelled/refunded it may take up to 3-5 business days for your refund to fully process.
What payment methods do you accept?
Hastamuerte offers several payment options for your convenience. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal, AfterPay, Amazon and store credit via Hastamuerte E-Gift Cards.
Why was my order cancelled?
Every order is unique so reasons for cancellations and delays vary. Hastamuerte strives to keep merchandise status up-to-date but occasionally there are situations when an item may be out of stock and not evident until the fulfillment process. This can be due to damaged items, high order volume, etc.
Your order may be have been cancelled due to declined by our security verification system. They can be, but not limited to:
- Quantity of items ordered
- The address and telephone number you provided for your credit card account does not match what your bank has on file
- You are shipping your order to an address other than your billing address.
- Billing information does not match the credit card account information.
My order was cancelled but why were the funds still deducted from my bank account?
In the event of your order refunded or canceled, It may take 1-3 business days based of your credit card issuer's policies for funds to be available back in your account.
There is something missing / defective / not what I ordered. What do I do now?
We know how frustrating this can be and always want to make sure every order is perfect! Once you receive your order, please thoroughly check the delivered items immediately. If you believe an item is missing/defective/not part of your order, please fill out and submit online return request and follow directions as instructed. (Damaged, defective, or incorrect items must be reported within 2 days of delivery. If such items are not reported in a timely fashion, we will not issue store credit. Please email sales@hastamuerte.com for assistance.)
My package is being returned to Hastamuerte. What do I do now?
All packages returned to us due to an invalid address will be restocked and you will be issued an E-Gift Card minus the initial shipping charge. We are unable to reship an order as all returned shipments are processed by our Returns Department. You can use the E-Gift Card to place an additional order to the corrected address; however we do not guarantee that items will be in-stock at the time of your reorder.
RETURNS
What is your return policy?
If you are unhappy with your purchase or would like to return your items, you can submit a request through our Online Return Request Form. Then you can send your item(s) back to our Distribution Center in accordance with the following Return Policy:
- Items must be sent back within 30 days of the delivery date.
- Items must be unworn, unwashed, and have original tags attached.
- Items must be free of stains, makeup, deodorant, or wear.
- Swimwear, and undergarments are non-returnable.
- All "Mystery" item(s) and "Mystery Boxes", and "CLR" products are Final Sale and not eligible for return unless defective.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery date (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email sales@hastamuerte.com for assistance.)
- All returns are refunded via store credit in the form of a Hastamuerte E- Gift Card
- Evaluation Returns process can take up to 14 business days after your item(s) are received at our Distribution Center.
- Return packages must include the original packing slip to ensure correct processing.
- NOTE: Return drop-offs are not accepted at our Distribution Center or corporate office.
Additional notes:
Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Hastamuerte will not issue store credit for your returns. Once your return is fully processed, we will issue you store credit in the form of a Hastamuerte E-Gift Card for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!
Store credit in the form of a Hastamuerte E-Gift Card will be issued for your return item(s) once your package is received and processed at our Distribution Center. Please allow up to 5-7 business days for our Returns Department to process your return once delivered. Your E-Gift Card covers the purchase price of each item and tax, if applicable. Hastamuerte does not issue store credit for the original shipping charges.
Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping via USPS.com). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.
Returned to Sender & Refused Packages
This can happen if 1) an address is invalid or missing information 2) the carrier is unable to deliver your package 3) the order is refused by the customer at the time of delivery. Returned to sender or refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge. We are unable to replace or reship in these instances as all returned shipments are processed by our Returns Department. Instead, please use the E-Gift Card to place a new order using the correct address. Keep in mind that we do not guarantee your items will be in-stock at the time of your reorder.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. Hastamuerte does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
Hastamuerte reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Hastamuerte reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Non-Hastamuerte items sent to our Distribution Center will be discarded upon receipt.
Exchanges
Unfortunately, we do not accept exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want to exchange, there is no guarantee we will still have what the item(s) that you want at that time. However, simply return your package by following our return procedure. We will issue you a store credit via email once we've received your return. That way, you may use the credit towards the correct item/size or for another item.
Damaged Items
Should you receive a damaged item, please take a photo of the item which clearly displays the damage and email the photo to our Customer Care team (sales@hastamuerte.com) along with a description of the damaged item and your Order Number. Once we receive your email and assess the damage, we will be in contact with you to determine the needed outcome.
Defective, Incorrect, or Missing Items
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email sales@hastamuerte.com within 7 days of delivery. Include a photo and description of the issue along with your Order Number to ensure a speedy resolution.
Pack your item(s) securely in the original product packaging or something similar. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed.
All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages.
Sale Returns
Hastamuerte requires items to be returned within 30 days of the delivery date, as stated in our Returns Policy. Returns received in our Distribution Center or retail locations after 30 days are considered to be “stale” returns. 'Final sale' or 'CLR' items are not eligible for return unless damaged or defective.
How do I return an item?
Click the button below to start return process
fill out return request form and follow directions as instructed.
Online Return Request Form
Can I exchange for different size / item?
Unfortunately, we do not accept exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want to exchange, there is no guarantee we will still have what the item(s) that you want at that time. However, simply return your package by following our return procedure. We will issue you a store credit via email once we've received your return. That way, you may use the credit towards the correct item/size or for another item.
Do you provide return shipping label?
For U.S orders the cost of return label will be deducted from the total amount of item paid unless product is marked as damaged defective or incorrect item received.
Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email sales@hastamuerte.com for assistance.)
I am an international customer, How do I return an item?
For U.S orders the cost of return label will be de-ducted from the total amount of item paid unless product is marked as damaged defective or incorrect item received.
Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue store credit. Please email sales@hastamuerte.com for assistance.)
SHIPPING
How much does shipping cost?
Shipping rates or service may vary based on the weight of your package and the location you would like package shipped to. Customers will receive a follow-up email confirmation with tracking information once order has been shipped.
How do I know if my order shipped?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with tracking information.
Please allow 7-10 BUSINESS DAYS handling time on all other orders.
If an item is not available in our warehouse, we do our best to find your item in one of our other locations. If the item is available at another location, it will be shipped in its own package. These items can take an additional 2-3 business days to process. After it ships, you will be sent an email with your tracking information.
My tracking info shows my package was delivered but I never received it.
We know how important your order is!. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but however, Hastamuerte does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.
-United States Postal Service (USPS) 1 (800) 222-1811
-DHL Worldwide: 1 (800) 225-5345
Do you ship internationally?
Shipping rates and shipment time depend on the destination country. International Shipping requires passage through customs, which may cause the delay time of arrival.
International customers must pay applicable sales tax, duties and customs charges which are determined by your local government and vary by country. Duties, taxes and/or customs fees will be an additional amount collected upon delivery of your order. We are unable to provide you with the exact amount of the charges. Your order confirmation details only the amount collected by Hastamuerte.com, please contact your local government for specific details.
INTERNATIONAL SHIPPING POLICIES
* We do not ship to International P.O. boxes
* All orders are subject to verification prior to processing and shipping.
* We are required to complete a customs declaration with the retail value of the item(s) purchased, Hastamuerte cannot legally declare your order as a gift.
* Our current available shipping method is through UPS and DHL. This can change at any time.
* Selected products are not available to ship outside of the United States. Items we cannot ship internationally are:
- Hazardous Materials: Aerosol Spray and Lithium Ion Batteries, Lighters.
- Orders of any of these products will be canceled in our system.
* Some inventory on our site is held in our U.S Hastamuerte stores, which are not able to ship internationally. If your order includes an item only available in a store we will send you an email notification.
* The customer assumes the cost of any return shipping for refunds or exchanges.
* During the order verification step we may contact you by email to request additional information. If we do not receive a response within 3 business days after our attempted contact, that order will be canceled.
* By completing your order you agree to pay all applicable fees. A 25% restocking fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address If your order is refused upon delivery. All original shipping cost are non-refundable
DISCOUNTS / PROMOTIONS
Why is my discount code not working?
Enter code at checkout to receive a discount off your purchase on selected regular price items at Hastamuerte.com. All discounts are subject to expiration and additional exclusions and limitations. If discount does not apply on checkout, the item is ineligible for the discount.
ALL online offers are valid only on selected items. Promo codes cannot be combined with any other coupons, discounts, offers, or promotions. Discounts are not valid on purchases of gift cards, e-gift cards, mystery items, or premium apparel and accessories, applicable taxes, shipping and handling charges. Offer is not transferable and not valid for cash or cash equivalent. No adjustments on previous purchases. Nothing stated herein will affect customers' legal rights.
SATISFACTION GUARANTEE
What does satisfaction guaranteed / guarantee mean?
At Hastamuerte we work hard to satisfy and guarantee a positive experience to our customers.
We guarantee that premium items such as Hastamuerte are all 100% authenticated by our trained authentication staff and make sure that we only deal in 100% legitimate and real items and we make sure that is what you will receive when you purchase from us.
For any reason that you cannot reach us by email our support number is 1-888-820-4028.
As part of our transparency process we state that our Hastamuerte items are consignment items and we cannot provide purchase receipts as the receipts stay with the consigner.
All Hastamuerte Hastamuerterchases are also Final Sale and are not liable for refund under our terms of service.
