Refunds & Returns
We always hope this page is not needed for your experience with Los Poblanos, but in case it is, below are options for requesting a refund, exchange or return in person or online. Please read through them carefully and we will be happy to assist you.
Please email your order number and photos of the damage. Damaged items will not be replaced or refunded without photos. We are happy to reship damaged items that are currently in stock or issue a refund for the damaged goods.
Please email with a photo to show the wrong item(s) and your order number. We are happy to reship the correct item if currently in stock and make arrangements for returning the incorrect item if necessary.
Make sure you have checked all the packing materials to see if the item was hiding or wrapped with another product. If you cannot locate all the items, please email including your order number. We are able to calculate if all the items were included based on the size and weight of the shipped box. If a discrepancy is found, we are happy to reship or refund the missing item(s).
If your order is marked delivered but you cannot locate it, please wait 24 hours or until the end of the next business day before contacting us as it usually arrives within that time. If you cannot locate your order after that time, please email with your order number so we can investigate.
We wait 3 weeks before reshipping missing orders so thorough investigations can be done, and to see if the order does arrive within that time. We understand this is can be an inconvenience as we know your order is important to you. Orders can be delayed for a variety of reasons, and we appreciate your patience with us and all courier services.
Returns & Exchanges:
Upon receiving your order, if you prefer or require a different design, color, size, scent, etc, or simply wish to return an item, you may either visit our retail locations or email your request along with your order number to discuss the necessary steps for returns and exchanges.
All returns and exchanges require a receipt or order number and must be done within 30 days of purchase date. Jewelry returns and exchanges can be done in person within 3 days of purchase date or labeled for return within 3 business days of the delivery date.
Returns and exchanges done through the mail are under the cost of the purchaser. Exchanges will be shipped free of charge once the return is received and checked for any damages. Returns received in the mail without prior communication will only delay the process as we attempt to reach you. Tracking information is recommended for all returns.
We accept returns on items that are unused, in their original packaging and free of damages and signs of wear. Los Poblanos does not accept returns on bath & body products due to health and sanitation risks. If you are truly unsatisfied with a product, please email us to discuss a solution. All gift cards and alcohol sales are final sale. Original shipping costs are non-refundable.
Orders can be refunded, including shipping costs, prior to shipment. The signature required for delivery option can be refunded prior to shipment, or if accidentally purchased along with a digital gift card. When a package leaves our facility, we are unable to issue any refunds or make changes to your order.
Returns and exchanges can be shipped to Farm Shop Returns, 1318 4th St NW, Albuquerque, NM 87102. Include your order number on or in the box, and pack the box snuggly to avoid damages during the return process. All returns are examined for damages or defects. Once approved, you will receive an email about your refund and takes approx. five business days to show in your account. If exchanging an item, you will be emailed new tracking information once the replacement has been shipped.
Los Poblanos monitors returns activity, including claims of missing items and orders, for abuse and reserves the right to limit returns, exchanges and refunds to these customers. Los Poblanos does not accept returns from other vendors, wholesale partners or 3rd party distributors. If purchased elsewhere, please contact that vendor about any issues with your order or product.
(Updated January 11, 2023)