help

  • ORDERS
  • PAYMENTS
  • GIFT CARDS
  • SHIPPING & DELIVERY
  • RETURNS & EXCHANGES
  • SIZE CHARTS
  • HOURS OF SERVICE
  • MITU SHOP USER GENERATED CONTENT TERMS OF USE

Orders

How do I check my order? If you have a user account and were logged in when you placed your order, you can track your order status in your Mitú Shop account. Log in and click on the "Account" link on the top right-hand side of the page. You can find all orders you placed while logged in under the "Orders" tab in your account. If you don't have a Mitú Shop user account, you can go to the Order Status page and enter your order number, email, and billing zip/post code. Make sure to enter this information as it was entered when the order was placed. Another way to pull up your order status is to enter your full name and the first 4 and last 4 digits of the card you used to place the order.

 

Why don‘t I see my confirmation email? If you haven't received any email updates about your order, it's likely they were marked as spam. Some email providers may mark our emails as spam or completely block them. Check your spam folder for emails about your order and make sure to add Mitú Shop to your safe list.

If you didn't receive an order confirmation, don't place your order again until you're sure the order didn't go through or you may end up with a duplicate order. First, check the Order Status page to see if your order exists.

 

How do I update my shipping address?  If your order is in 'Open for changes', the shipping address fields are editable. You can change your name, address, city, state, or post code. Hit 'Update' when you're done to save the changes to your order.

 

How do I add/remove items from my order? To change items in your order, cancel your order and place it again.

  

Can I cancel my order? As our products are made on-demand if your order has started the fulfillment process then you won't be able to cancel it. If you still want a refund, you'll have to return the order back to us so we can process your request.

 

How do I take advantage of our sales events? We randomly have sales and promotions throughout the year, but we can't give you any more details than that! Sign up for our newsletter and we'll let you know about our sales, promotions, special deals, and new stuff when it happens (and sometimes before!)

 

What are your Customer Support hours of service? Our Customer Care Team will be available to help you Monday through Friday from 9:00 AM - 6:00 PM (PT). Our response time is from 24-48 business hours. 

Need more help? Contact us at weloveyou@wearemitu.com

Payments

currency conversion: All prices are in United States Dollars (USD). So, your order will be placed in USD but when the charge is charged to your card, your card company will convert the total to your country's currency at the currency rate when it is processed. If you need to be refunded, the refund will be processed at the current currency rate. This may differ from the rate when your card was charged.



Why was my payment declined? When you‘re placing an order and your payment is declined, please make sure the card information is entered correctly and that the card you're using is one we accept. Other possibilities why your purchase may be declined is that the product you‘re trying to buy is out of stock or if there are billing issues with the information you entered.

  • Accepted: PayPal, Mitú Shop Gift Cards, Credit Cards / Debit Cards (Visa, Mastercard, American Express, Diner‘s Club)
  • Not Accepted: Gift Cards from other stores, Department Store Cards

If you placed an order and your order is declined, you'll receive an email notification letting you know. If your don‘t please contact our help team. We can give you more info and help you place your order.



Is it possible to be charged twice for the same purchase? There will be only one card charge per purchase but there may be two transactions on your card temporarily, one is the authorization and one is the charge for your order. The first one will disappear after a few days.

If you think you were charged twice or may have placed your order twice, contact our help team. We can check for a duplicate order or charge, and refund you as needed.

 

Need more help? Contact us at weloveyou@wearemitu.com

Gift Cards

How do I buy a gift card? You can get them from the Gift Card site. Cards are available in $25.00, $50.00 and $100.00.


How do I share a gift card with family or friends? When purchasing a card you need to enter your email address during checkout so you can receive the email confirmation. In the confirmation email, you‘ll see the option "Send it to a Friend". You'll be given the option to print out the gift card or email it to them.


How do I redeem a gift card? The gift card code will be written on the certificate in the email notification or on the printed gift certificate. Just enter the code at the "Apply Discount" section near the top right corner of the shopping cart page.

If the gift card amount exceeds the order total, the card will not be charged. Just remove one of the items so the total can be the exact amount or less than what you have on your gift card, then try again.


When do gift cards expire? The card will expire 5 years after it was originally issued.


Are gift cards refundable? No, all gift cards are non-refundable.

 

Need more help? Contact us at weloveyou@wearemitu.com

Shipping & Delivery

How does it work? Orders are shipped within 2-7 business days following the order placement. Though this processing time can take longer in times of peak demand or for special products, in such cases the proper information will be communicated directly on the product page.

 

When will my order arrive and how much will it cost? Shipping is based on weight, the number of shipments in your order, and your location. Rates will be calculated at the time of purchase based on current shipping rates. We offer a variety of shipping options to meet your needs. Note that the shipping times below are added to product processing times outlined above and not all shipping options may be available to you depending on your location and size of the order.

 

Domestic US shipping transit time

Shipping Transit Time
USPS First Class 3 - 5 business days
USPS Priority 1 - 3 business days
FedEx Smart Post
2 - 7 business days
FedEx Ground
1 - 5 business days
FedEx 2-Day 2 business days
FedEx Overnight Next business day - afternoon

*Note: FedEx will not deliver to P.O. Boxes

 

International shipping transit time

Shipping Transit Time
International Economy 7-16 business days worldwide; 4-8 days to Canada
USPS First-Class Int’l 10-20 business days (tracking only available to Canada)
USPS Priority Mail Int’l 6-10 business days
FedEx Ground 2-7 business days to Canada only
FedEx International Economy 2-5 business days; 2-3 days to Mexico and Canada
FedEx International Priority 1-3 business days; next day to Mexico and Canada

*Note: International shipments may incur customs fees. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size. You will be responsible for covering these fees.

 

When can I start tracking my order? Tracking numbers are sent as soon as your purchased item has been shipped but it may take up to 48 hours for the carrier to update your order status.

 

Why did my order never arrived? If your order never arrived please confirm that the order's shipping address is correct and that your neighbors didn't took the package by mistake or accepted it in your behalf. Once you have confirmed the information please get in touch with our support team.

 

What if my replacement never arrives? We do not offer replacements for replacement orders

 

What if my package is lost, stolen or disposed of by courier? Our store is not responsible for packages that get lost, stolen or disposed of by courier. For more help on the matter please contact the shipping carrier.

 

Can I get a price adjustment on an item I bought yesterday and it‘s now on sale? Unfortunately, there are no adjustments after a purchase has been successfully completed.

 

Need more help? Contact us at weloveyou@wearemitu.com

 

Returns & Exchanges

What is your returns policy? Customer happiness is our priority... we want our customers to be head over heels in love with our products, which we created and printed especially for you. So, if your order isn’t exactly what you expected, give our Customer Care team a shout and we’ll gladly replace any items you are unsatisfied with or that arrive damaged or defective within 60-days from your purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. Shipping and handling charges are non-refundable unless we shipped the wrong item. 

You will be responsible for your own shipping costs when returning your item. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We’ll work with you to ensure that you’re happy with every purchase you make.

How do I return a purchased item? If the item you received was incorrect, defective or damaged please let our Help Team know and they will take care of it ASAP.

When will I know if my refund was approved? Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

When do I receive your refund? Once your refund is approved you'll be reimbursed in the original form of payment. Refunds to Paypal, coupon codes, and gift certificates are done instantly. Credit card refunds usually take a few business days to post back to your account but can take up to 30-days depending on your card company.

Are Gift Cards refundable? Gift Cards are non-refundable.

Why haven‘t I received your refund? If you don‘t see your refund, first check your bank account again and then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still haven‘t received your refund, please contact our help team.

Can items purchase on a sale be refunded? Unfortunately, sale items cannot be refunded, only regular priced ones.

Need more help? Contact us at weloveyou@wearemitu.com

Size Charts

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Hours Of Service

What are your Customer Support hours of service? Our Customer Care Team will be available to help you Monday through Friday from 9:00 AM - 6:00 PM (PT).

 

When can I expect to hear back from Customer Support? We'll get back to you between 24-48 business hours after your initial contact.

MITU SHOP USER GENERATED CONTENT TERMS OF USE

User Generated Content Terms of Use

Mitú Shop reaches out to social media users to seek their permission to feature their content on our various sites, social channels, and various promotional materials. You are reading this because mitú shop has requested your permission to use your social media content in this way. If you choose to allow us to use your social media content (“User Content”) by posting with the hashtag #mitushop between 4/15/18 and 4/15/18, you agree to these Terms of Use.

Mitú Shop engages a limited number of service providers to facilitate the collection and transmission to the mitú shop social media channels, promotional materials and other properties (“Mitú shop Properties”) of User Content, including photos, text, graphics, audio, video, location information, comments and other materials from social media sites, for use by mitú shop in connection with its business, including Airbnb’s product feature, marketing, promotional, advertising and other consumer-related activities (the “Mitú shop Services”).

Mitú shop reserves the right to alter these Terms of Use without advance notice by posting a revised Terms of Use. Accordingly, you should review the Terms of Use each time you grant permission or authorization to feature your User Content.

USER CONTENT LICENSE

You hereby grant to mitú shop and its related companies, agents, licensees, sublicensees, contractors, successors, legal representatives, assigns, and third-party service providers, and their respective retail partners, marketing or public relations agencies, and other affiliates (the “Licensed Parties”) a worldwide, perpetual, irrevocable, royalty-free, fully-paid, non-exclusive, transferable, sublicensable right to use your User Content in any manner to be determined in the Licensed Parties’ sole discretion, including but not limited to on webpages and social media pages operated by the Licensed Parties, in promotional e-mails and advertisements, and in any and all other marketing, promotional and advertising initiatives, and in any media now or hereafter known. The Licensed Parties may use, display, reproduce, distribute, transmit, create derivative works from, combine with other materials, alter and/or edit your User Content in any manner in their sole discretion, with no obligation to you whatsoever.

You grant the Licensed Parties the right to use your username, real name, image, likeness, descriptions of you, location or other identifying information, including but not limited to your voice, in connection with any use of your User Content.

You hereby agree and represent and warrant that (i) you are solely responsible for your User Content, (ii) you own all rights in and to your User Content and/or have obtained appropriate rights and permissions from any and all other persons and/or entities who own, manage or otherwise claim any rights with respect to such User Content, (iii) you are not a minor, (iv) the Licensed Parties’ use of your User Content as described herein will not violate the rights, including but not limited to copyright, trademark, patent, trade secret, privacy, publicity, moral, proprietary or other rights, of any third party, or any law, rule or regulation, and (v) the User Content is not libelous, defamatory, obscene, pornographic, abusive, indecent, threatening, harassing, hateful, or offensive or otherwise unlawful.

You hereby release, discharge and agree to hold the Licensed Parties, and any person acting on their behalf, harmless from any liability related in any way to the Licensed Parties’ use of your User Content.

The User Content that you submit is deemed non-confidential and the Licensed Parties have no obligation to maintain the confidentiality of any information, in whatever form, contained in any submission, except pursuant to the Licensed Parties’ respective privacy policies. By using this Site or the Services, you are consenting to the Licensed Parties’ collection of any personal information you provide for the Licensed Parties’ use and disclosure in connection with the use of your User Content as described herein. If you do not agree to the collection, use and disclosure of your personal information in this way, please do not use this Site or the Services or otherwise provide the Licensed Parties with personal information. Your personal information may be transferred to servers located outside the country in which you live or to third parties in other countries so that they may process personal information on the Licensed Parties behalf. By using the Site or the Services or otherwise providing the Licensed Parties with personal information, you agree to the foregoing collection, use, disclosure, transfer and processing of your information in accordance with the terms of these Terms, the Privacy Policy and applicable data protection laws and regulations.

The Licensed Parties reserve the right to remove any User Content from the Site and the mitú shop Properties. If you believe any content, including User Content, residing on the Site or on the mitú shop Properties or displayed or used in connection with the mitú shop Services infringes any person’s or entity’s copyright rights please report this to weloveyou@wearemitu.com.

ADDITIONAL TERMS

These Terms of Use apply to the entire Site, the mitú shop Properties and mitú shop Services and to your User Content unless otherwise provided. In addition, to the extent your User Content is displayed on the Site or on any of the miút shop Properties or in connection with the mitú shop Services, you also will be subject to additional terms of use, agreements, guidelines or rules provided by mitú shop applicable to such mitú shop Services and User Content, including but not limited to those set forth on the mitú shop website at https://shop.wearemitu.com/pages/terms-of-service, and you hereby agree to be bound by such additional terms of use or service, agreements, guidelines, instructions or rules provided or posted by mitú shop (the “mitú shop Terms”).

You certify that you are at least 18 years of age.

INTELLECTUAL PROPERTY RIGHTS

The Site, mitú shop Services or mitú shop Properties may be protected by copyright, trademark and other intellectual property laws. You acknowledge and agree that you do not acquire any ownership or other rights in proprietary information and materials of mitú shop by authorizing use of your User Content or otherwise using or accessing the Site, the mitú shop Services or the mitú shop Properties.

MISCELLANEOUS

These Terms of Use are personal to you and may not be assigned or transferred by you for any reason whatsoever without mitú shop’s prior written consent, and any action or conduct in violation of the foregoing shall be void and without effect.

You agree that if mitú shop does not exercise or enforce any legal right or remedy which is contained in these Terms of Use (or which mitú shop has the benefit of under any applicable law), this will not be taken to be a formal waiver of mitú shop’s rights and that those rights or remedies will still be available to mitú shop.

If any court of law, having the jurisdiction to decide on this matter, rules that any provision of these Terms of Use are invalid, then that provision will be removed without affecting the rest of the Terms of Use. The remaining provisions of these Terms of Use will continue to be valid and enforceable.

Last updated: May 3, 2018.