Contact us

Please fill all the fields

If you prefer you can call us at PBX or write us:


What is the return policy?

You can find the information on our return policy here 


What are the shipping options?

Your mochila can be shipped either by economy shipping or by DHL.
In the description box before the check out, you will find these two options. You can choose your desired option!


How long will it take to process my order?

Order processing time can vary between 1-2 business days. Once your order has been processed and shipped you will receive a Shipping Confirmation E-mail to the e-mail address provided at check-out letting you know your order has shipped. If you believe your order should have shipped and you haven’t received a Shipping Confirmation E-mail, please check your spam/junk e-mail folder. If you still don’t receive the Sipping Confirmation Email after checking your spam/junk e-mail folder, please contact us at 


When will I receive my order?

Based on the shipping option you selected upon checkout and your region, shipping times are as follows:

United States
Economy Shipping: 15 – 35 business days*
DHL Shipping: 2 – 4 business days*

Economy Shipping: 20 – 35 business days*
DHL Shipping: 4 – 6 business days*

Please note that these delivery times are in addition to our processing times mentioned above. 

*Business days do not count weekends and holidays and shipping estimates do not include the day the order is shipped.


What do I do if I never received my order?

If you are unable to receive your order, firstly double check the status of your shipment here

If there is no information available, please contact us at


What do I do if I received a defective order?

If you want to exchange your order because we have made a mistake, then please contact us by email and we will process the request at no additional cost. The mistake will be considered to be ours if we send you the wrong product or the product you receive has a significant defect. However, please be aware that the finish of our products is not always perfect, given that we handle handmade products.

If you want to return a product for any other reason, please send us an email indicating the reason for the exchange or return and we will explain the steps to follow. Products must be returned in perfect condition and with its tag. EKIITAYA reserves the right to refuse an exchange or refund if a product is not returned in a good condition. In these cases, the client will bear the shipping costs. 

Customers have a period of 15 days to exchange and return products from the date their orders are received.


How do I make changes to an order I’ve already placed?

Orders are being proceed after 24 to 48 hours. You can change your order directly on our website, if you present any issues, contact us at

Changes cannot be made after 48 hours.