Welcome to Mochila Wayuu Customer Service.
Here you’ll find everything you need to know about payment, shipping, returns, quality, product care, and ordering our authentic, hand-woven Wayuu bags.
Secure Checkout
All transactions on mochilawayuu.com are processed through SSL-encrypted payment gateways to protect your personal information.
Accepted Methods
Major credit & debit cards – Visa, MasterCard, American Express, Discover
PayPal
Apple Pay / Google Pay
Shop Pay (saved checkout for returning customers)
Currency
Prices are listed in U.S. Dollars (USD). Your bank or card provider automatically converts to your local currency at the current exchange rate.
Timing of Charges
Your card or PayPal account is charged immediately to reserve your handmade bag.
An order confirmation email with a unique order number is sent as soon as payment clears.
Wholesale & Large Orders
We accept wire transfers or custom invoices for wholesale partners.
Email support@mochilawayuu.com for pricing and payment arrangements.
Fraud Prevention
Orders flagged for unusual activity may require additional verification.
Our team will contact you directly if any extra steps are needed before shipping.
Return window
• Request a return or exchange within 30 days of delivery.
Condition
• Item must be unused, unwashed, odor-free, and in original condition with tags/packaging.
• Handcrafted variation in size, weave tension, tassel length, or dye tone is normal and not a defect.
Authorization (RMA required)
• Email support@mochilawayuu.com with your order # and reason to receive a Return Authorization (RMA) and return address.
• Returns sent without an RMA may be refused.
Costs & fees
• Customer pays return shipping; use a trackable service.
• 15% restocking fee applies to returns (waived for like-for-like exchanges or store credit).
• Original shipping/duties/taxes are non-refundable.
Refund timing
• Refunds are issued to the original payment method within 5–7 business days after the item passes inspection (banks may take +3–5 business days to post).
Exchanges
• Tell us the item you want when requesting the RMA; we’ll hold it for 48 hours.
• Your exchange ships after the original item is received and approved. If unavailable, we’ll offer store credit or a refund (less applicable fees).
Damaged or defective on arrival
• Contact us within 7 days of delivery with photos of the issue and packaging.
• U.S. orders: prepaid label for confirmed damage/defect; we replace or refund.
• International: we’ll work on a fair solution; prepaid labels may not be available in all countries.
International returns
• Mark parcels “Return—no commercial value.” Any duties/brokerage charged back to us will be deducted from the refund.
Not eligible for return
• Custom/commissioned items, wholesale purchases, gift cards, used/washed items, items with removed tags, or items damaged by improper care (machine wash/dry, bleach/solvents/heat, prolonged sun, alterations).
Care reminder (affects eligibility)
• Machine washing/drying, bleach, solvents, heat, and prolonged sun exposure can damage a hand-woven mochila and void defect claims.
Full policy
• See Privacy & Terms for legal details.
Fast, Reliable Delivery
Every order is packed with care and shipped from our U.S. fulfillment center with full tracking.
Processing Time
Orders are prepared and dispatched within 1–2 business days after payment is confirmed.
You’ll receive a shipping confirmation email with a tracking number once your order leaves our facility.
U.S. Shipping
Free Standard Shipping: Arrives in 3–5 business days after processing.
Expedited Options: Two-day and overnight upgrades available at checkout.
International Shipping
Shipments to 50+ countries, fully trackable.
Delivery time: 7–14 business days, depending on destination and customs.
Buyers are responsible for any import duties, taxes, or fees required by their country.
Packaging & Protection
Each mochila is packed in eco-friendly, artisan-inspired packaging that protects your bag and provides a beautiful unboxing experience.
Order Tracking
Track your shipment anytime using the link in your confirmation email.
If you experience a delay beyond the estimated window, contact support@mochilawayuu.com.
Important Notes
Delivery times are estimates and may vary during holidays or customs inspections.
We are not responsible for packages once marked “Delivered” by the carrier, but we will help you work with the carrier to resolve any issues.
Handcrafted Heritage
Each bag is hand-woven by Wayuu artisans in La Guajira and artisan markets across Colombia and takes several days to complete.
Because every piece is crafted by hand, slight variations in pattern, color, or size are normal—these unique details are what make every mochila one-of-a-kind.
Premium, Responsible Materials
Durable, colorfast acrylic yarn
Eco-friendly, non-toxic dyes
Optional leather straps and metal hardware sourced from trusted suppliers
Responsible Sourcing
We buy directly in Colombia at mutually agreed prices and support long-term relationships with the artisans and markets we work with.
Product Safety
No harmful chemicals or heavy metals are used.
Reinforced stitching and tension-tested straps provide long-term durability.
What to Expect
• Minor irregularities and color shifts are inherent to hand work.
• Measurements may vary slightly (±1–2 cm).
• Yarn ends, tassel variation, and pattern asymmetry are common.
What We Cover
Faults that prevent regular use (pulled strap, torn seam, failed hardware) reported within 30 days of delivery. Contact support@mochilawayuu.com for help.
Everyday Cleaning
• Spot-clean with cold water and a mild, fragrance-free soap.
• Rinse gently; do not wring or twist.
• Air-dry flat or in the shade.
Deep Clean (Recommended)
• Fill a basin with cold water + gentle detergent for delicates.
• Submerge the bag, gently agitate; do not scrub hard.
• Rinse thoroughly and air-dry in a shaded, ventilated area.
• Do not tumble dry or use heat.
Machine Washing — Not Recommended
Mochilas are hand-woven. Machine washing can stretch fibers, bleed colors, or damage tassels and straps.
If you still choose to proceed, do so at your own risk: turn inside out, place in a large mesh bag, cold water, delicate cycle, lowest spin, tiny amount of gentle detergent, remove immediately and air-dry in shade.
Important: Damage caused by machine washing, tumble drying, bleach, stain removers, solvents, fabric softeners, or heat is not covered by our guarantee and is not eligible for returns/exchanges.
Do Not
• Do not bleach, dry-clean, or iron.
• Do not tumble dry or expose to direct sun for extended periods (may fade colors).
• Do not overload with heavy/abrasive items that can stretch fibers.
Storage Tips
• Store cool and dry, away from direct sunlight.
• Stuff lightly with acid-free tissue to help maintain shape.
• Avoid hanging for long periods if heavily loaded (may stretch).
Leather or Metal Accents
• Wipe leather with a slightly damp cloth; condition occasionally with leather balm.
• Dry metal parts after cleaning to prevent tarnish.
Functional Guarantee (30 Days)
We stand behind normal use. If a structural issue affects regular use within 30 days of delivery (e.g., strap pulls out, seam opens, hardware fails), email support@mochilawayuu.com with photos.
Damage from improper care (including machine washing/drying, bleach, solvents, heat, or alterations) is not covered.
Yes. Contact support@mochilawayuu.com.
Mostly in La Guajira, Colombia—the homeland of the Wayuu. We also curate select pieces from trusted artisan markets in other regions of Colombia. When known, the product page notes the bag’s origin, and all orders ship from our U.S. location.
Materials & Components (Disclosure)
Origin: All items are Made in Colombia.
Fiber content: Inventory comes from independent Wayuu makers; composition can vary by artisan/batch and is not always labeled. When verified, we publish materials on the product page. If materials aren’t listed, no specific fiber claim is made.
Typical materials: Predominantly acrylic yarn for durability and color retention; some pieces may include cotton or mixed fibers.
Trims & hardware: Some styles include zippers or other metal hardware. No leather components in our current lineup.
Allergy notice: If you have sensitivities (e.g., to dyes or nickel in metals), please contact us before ordering so we can check the exact item.
No certification claims: We do not claim Fair Trade or other certifications unless explicitly stated on a product page.
Care note: Handmade textiles can transfer dye when wet. Spot-clean cold, air-dry in shade. See our Care Guide for details.
Corrections: If any material description is found inaccurate, we’ll correct the listing and work with you per our Returns Policy.
Yes, every shipment includes full tracking.
Yes, eco-friendly premium packaging is included, and gift notes are available on request.