Frequently Asked Questions
Shipping & Customs Duties
Yes, we ship worldwide. Shipping fees and delivery times vary based on your location and the shipping method selected at checkout.
Ofrecemos envío gratis en:
• Pedidos desde $2,500 MXN dentro de México
• Pedidos desde $460 USD a EE. UU.
• Pedidos desde $440 CAD a Canadá
Otras regiones pueden tener promociones de envío en fechas especiales.
Delivery times vary:
• Mexico: 1 to 3 business days
• U.S. & Canada: 3 to 5 business days
• International: 5 to 7 business days depending on customs and location.
You’ll receive a tracking number as soon as your order is ready
Once your order has been dispatched, you will receive an email with a tracking number and a link to follow your shipment in real time.
Unfortunately, we do not ship to P.O. Boxes. Please provide a physical address to ensure smooth delivery.
Los pedidos enviados dentro de México no tienen cargos de importación adicionales.
En pedidos internacionales (incluidos EE. UU., Canadá y Europa) pueden aplicarse aranceles, impuestos o cargos de la paquetería según la normativa local. Estos cargos no están incluidos en el total del pedido y corren por cuenta del destinatario. Si tienes dudas, escríbenos a info@gaelatulum.com.
Aceptamos las principales tarjetas de crédito y débito, PayPal y Shop Pay. En México puedes pagar a meses sin intereses con tarjetas participantes: 3 meses desde $1,500, 6 meses desde $2,500 y 9 o 12 meses desde $5,000.
Por ahora, las tarjetas American Express de EE. UU. se procesan a través de PayPal: solo elige PayPal al pagar.
Returns
GAELA TULUM warrants its items against any manufacturing defects from the date of delivery to the PRODUCT PURCHASE USER.
The duration of this warranty is 30 days from the date the item is delivered to the PRODUCT PURCHASE USER.
Most items can be returned, except:
Sale or discounted items (final sale)
Personalized or custom-made products
These are not eligible for return or exchange.
To initiate a return, please contact our customer service at info@gaelatulum.com with your order number and reason for return. We will guide you through the next steps.
Within Mexico: Return shipping is free.
International orders: Return shipping costs are the customer’s responsibility.
Once we receive and inspect your returned item, we will issue your refund within 7 business days to your original payment method. You’ll receive a confirmation email once it’s processed.
Product Quality
Each piece is handcrafted in Mexico using carefully sourced materials and traditional techniques. We blend Italian leatherwork, French design sensibility, and Mexican artistry to create truly distinctive accessories.
We use premium materials such as:
- Genuine leather
- Organic Egyptian cotton
- Sustainable natural fibers
Every material is selected for its durability, aesthetic, and low environmental impact.
Yes – all Gaëla Tulum products are 100% handmade by skilled artisans. Small variations in color or texture are part of what makes each item authentic and one-of-a-kind.
Each product undergoes a strict quality control process before shipping. We inspect every detail—from stitching and finish to material consistency—to ensure you receive only the highest standard.
Yes, we stand by our craftsmanship. If you receive an item with a defect, please contact us within 30 days and we’ll be happy to repair, replace, or refund it.
Care & Maintenance
Keep leather away from direct sunlight and humidity to prevent fading or damage.
Clean with a soft, dry cloth—do not use harsh chemicals or water.
For deeper cleaning or conditioning, use a leather-specific cream or take it to a leather care professional.
Yes, for items made from organic cotton:
- Machine wash cold on a gentle cycle.
- Use mild detergent—avoid bleach or fabric softeners.
- Air dry only. Do not tumble dry.
Store in a dust bag or breathable fabric pouch (included with most items).
Avoid storing in plastic or damp areas.
Keep away from direct heat or sunlight for long periods.
Our handcrafted items are made to age beautifully. However, if you notice unusual wear or damage, contact on our website—we may be able to recommend a local artisan or assist with repairs.
Physical Store
¡Sí! Visítanos en nuestra boutique en Calle Amsterdam 264, Condesa, Ciudad de México, donde puedes ver casi toda la colección Gaëla en persona. También nos encuentras en El Palacio de Hierro.
Our boutique is located in Mexico city, in Calle Amsterdam 264 Condesa
For the exact address and directions, please visit "Our Store" page.
Monday to Sunday: 11:00 AM – 8:00 PM
Hours may vary slightly on holidays—check our Instagram or Google listing for updates.
Yes! During checkout, simply select the In-Store Pickup option. We’ll notify you by email as soon as your order is ready for collection.
Yes, some limited-edition pieces and early releases are only available at our physical location. Visiting the boutique gives you access to our newest and most exclusive designs.
