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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.

Damaged Item:
If a product/item arrives damaged, please email with 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 of the damaged item.

Wrong Item:
Several measures are taken to make sure orders are packed accurately. In case an error was made, please email with a photo to show the wrong item(s). We are happy to reship the correct item if currently in stock and make arrangements for returning the incorrect item if necessary.

Missing Item:
If an item appears to be missing, we ask that you first make sure you have checked all the paper padding to see if the item was hiding or packed with another product. If you cannot locate all the items in your order, please email. We are able to calculate if all the items were shipped based on the size and weight of the outgoing box. If a discrepancy is found, we are happy to reship the missing item(s) or issue a refund for the missing item(s).

Missing Order:
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 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 the delivery 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 through the mail are to be done under the cost of the purchaser in exchange to have new items shipped for free. Exchanges will only be shipped once the return is received and checked for any damages. Returns received in the mail without prior communication will only delay the process. Tracking information is recommended for 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 Online Returns, 1318 4th St NW, Albuquerque, NM 87102. Include your order number and pack the box snuggly to avoid damages during the return shipping process. All returns are examined for damages or defects. Once approved, you will receive an email about your refund which will be issued to the original payment method and takes about 7-10 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 return activity 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.

(Updated September 19, 2022)

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