Frequently Asked Questions
ABOUT US
What is Cuescoo?
Cuescoo is a collaborative initiative between artisans that promotes fair trade as well as the maintenance of ancestral artisanal crafts native to Oaxaca, Mexico. At the moment Cuescoo is made up of three workshops of artisan artists from Teotitlán del Valle, Oaxaca: Cooperativa Vida Nueva (wool rugs), Casa Viviana (candles), and El Águila Zapoteca (cotton textiles).
CONTACT
How and when can I get in touch?
You can reach us at our customer service email: info@cuescoo.com
Our hours of operation are: Monday through Friday from 9:00 AM to 2:00 PM
PRODUCTS
The product I want is not in stock...
We never stop working and we constantly restock our products. If you missed a specific product send us a message! We can accommodate special requests as well as Made to Order requests, just send us an email at info@cuescoo.com with the details of the product and the desired quantity. We will get back to you soon and provide more information about the product(s), production times and a shipping estimate.
If I buy a product that is not in stock, what will be the waiting time?
There are products on the page that give you the option to pre-order. Under the details of the same product we include production times and you will receive an email when your product is ready to be shipped.
Do I have to pay any additional taxes and Fees?
No. CUESCOO includes a sales tax within our prices, therefore there is no need for payments of additional taxes and fees.
SHIPPING
When will my product be shipped?
Products purchased on cuescoo.com will be delivered in a maximum of nine business days after payment is processed and confirmed which may take up to two business days. Orders are shipped on business days only, excluding Mexican national holidays. Please check our Shipping and Online Sales Policy for more information.
Where do we ship?
We can ship your products anywhere in Mexico, the United States and Canada. Free shipping is available nationally for purchases of more than $4,000 MXN and internationally for orders over $500 USD. International orders may be subject to delays due to border inspection policies.
How are shipping costs calculated?
Shipping costs are determined by size, weight and destination. Packages will be sent via DHL, which provides predetermined costs for parcels depending on weight. The total shipping cost of your product will be determined at check out, as well as any additional taxes that may apply.
How can I track my package?
After your order is shipped we will provide a DHL tracking number with which you will be able to track your package.
My product was damaged and or products are missing from my order.
Upon the delivery of your product by DHL it is important that you verify that your order arrived in optimal conditions, if not we kindly ask customers to provide pictures and contact us at info@cuescoo.com Once a claim is made we will be able to provide customers with a refund and or ship any missing order items at no additional cost.
Can I make a return or exchange my product?
Exchanges and returns are available for customers within 14 days of purchase. A return label can be requested by contacting us via our email info@cuescoo.com and by including your order number as well as the details of the products being exchanged. Exchanges can only be made for products with the same price and must be delivered to the original recipient address.
PAYMENT METHODS
What payment methods do you accept?
Our website operates with Stripe and PayPal. We accept all major credit cards and can receive payments in both pesos and dollars. If you would like to pay a different way please contact us at info@cuescoo.com
COLLABORATIONS
Thank you for your interest in Cuescoo. If you are a designer or artist and are interested in a collaboration please send us and email with your resume and contact info to info@cuescoo.com A member of our creative team will be in touch.
VISITS
Can I visit the artisanal workshops in person?
Yes! Our workshops are located in Teotlitlan del Valle, just a thirty minute drive from Oaxaca City. We would gladly organize a visit for any customers who would like to shop in person and who would like to learn more about the artisanal process. Please contact Luis.ruiz@fundacion-oaxaca.org