Customer Service

Thank you for choosing CilantroShop.com - At Cilantro Shop, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

FAQ’s

Contact Information CilantroShop Inc Email: info@cilantroshop.com General Questions Habla español? Do you have a physical location where I can try on the items? Do you know about a store where I can buy Kan Can jeans? Can I place my order over the phone? What are my payment options? Online Order Status - How can I check the status of my order? Confirmation of orders Will I be taxed? Site Security – Is your web site secure?

Shipping Where do you ship? How long does my order take? What are your methods of shipment? What is the status of my order? Returns How do I return an item? How do I exchange an item?

 

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General Questions

Habla español?

Claro que si! Sientase libre de comunicarse con nosotros en español cuando nos llame o nos escriba.

Do you have a physical location where I can try on the items?

We only sell online and don't have a physical location, but our return policy makes it easy for you to return an item if you are not satisfied with it – no questions asked. Just send it back for a full refund within seven (7) calendar days of receipt.

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Do you know about a store where I can buy Kan Can jeans?

Although we'd love to help you find your perfect pair of jeans, we don't have information about where you could buy jeans Kan Can in a store (no, seriously we don't). As with everything else, a quick Google search should uncover merchants in your area.

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Is your web site secure?

Shopping with your credit card with CilantroShop is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

 

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Can I order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order.

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Payment Options

We accept Visa, Mastercard, and American Express as forms of payment. It is our policy to not charge your card until we confirm that your order has shipped. We do, however, obtain an authorization on your card at the time of your order for the full amount of your order. Please note that this may appear temporarily as a charge on your account statement, but it is an authorization only and usually will go away after 24-48 hours.

Re-authorizations after the initial order

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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What is the status of my order?

Once an order is confirmed, you will receive a receipt to the email address provided in checkout process. Please click on the link to check the status of your order, it will also give you information about your tracking number.

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Do you charge sales tax?

Sales tax is applied to your CialntroShop.com order in accordance with state and local regulations if your shipping address is in New York. Appropriate tax charges will appear on the "Review Order" page during checkout.

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Shipping

Where do you ship?

We ship to most countries in South America, including Colombia, Ecuador, Peru, Dominican Republic and Venezuela. We generally use United States Postal Service (USPS), but could arrange shipping with a private carrier of your preference.

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How long does my order take?

All orders are usually shipped the next day after you place your order, including saturdays.

FREE SHIPPING

Orders placed using the free shipping method are shipped using USPS first class mail, and are usually delivered within five (5) business days.

PRIORITY SHIPPING

Orders placed using priority method are shipped using USPS priority mail and are usually delivered within three (3) business days. When using this method, you'll receive an USPS tracking numbers.

INTERNATIONAL ORDERS

International orders are shipped using USPS international first class mail, in our experience, shipments reach most destinations within seven business days, however, there could be further delayes due to processing by custom agents in your country. USPS orders are usually shipped the following shipping day, (M-F), after the order is placed.

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What are your methods of shipment?

The majority of items are shipped using USPS (United States Postal Service), but for larger items we might use specialized freight carriers. 

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Returns & Exchanges

How do I return an item?

We want you to be happy with your order! If you are not satisfied with your order you may return it within seven (7) calendar days of receipt of merchandise for a refund of the purchase price less shipping fees. We do, however, require that you pay to ship the item back to us. Here are the exceptions and clarifications:

• Products must be returned to us unwashed and unworn complete with all tags.
• We cannot accept returns on product s that have been customized.
• All returns and exchanges are subject to our Terms of Use.

Please follow these instructions when sending items for return or exchange:

1. Send an email to returns@cilantroshop.com, indicating your order number.
2. Ship you items to:
   CilantroShop Inc
   1925 Beechcrest Court #204
   Charlottesville, VA 22903

NOTES:

• Once we receive your return, please allow 5 business days for processing.
• Please use a traceable method (USPS Delivery confirmation, UPS or Fedex)

 

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How do I exchange an item?

Please follow the same guidelines as you would for a return. e send us an email to returns@cilantroshop.com indicating:

• Order number
• Items that you are exchanging
• Item name and size of the products you would like to receive.

NOTES:

• If there is a price difference between the items exhanged, we will credit or charge your card for the difference.
• Items exchanged must be receipt, before we ship items to you.
• At this moment, we do not offer return pre-paid labels.

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