Frequently asked questions
HOW DO I ORDER AN ITEM?
Browse our site and add to your cart all the items you want to buy. After choosing the items, simply select the payment method, enter shipping address and confirm the payment details in your email.
HOW CAN I FIND A CERTAIN ARTICLE?
All items available for purchase are listed in our online store. Custom orders should be requested specifically to [email protected].
HOW CAN I KNOW HOW MUCH OF A PARTICULAR ITEM THERE IS?
As a rule, we will only have one unit of each item available for purchase. If you wish to order more than one unit, you should request it via e-mail [email protected].
WILL I GET THE SAME PRODUCT I SEE IN THE PICTURE?
Yes, the model you receive will be the same one you see in the photograph. In any case, it’s important to have taking into account the fact that, as mentioned on the Shipping & Returns page, TEX MB is a brand of handmade works for decoration. Handmade means “made by hand”, so we will hardly be able to produce two equal pieces. The client looking for TEX MB wants a totally unique and original piece, and therefore understands that using materials such as linen, raffia, bamboo reeds, wood trunks, among others, the pieces can easily differ in size, colour, shape, thickness, weight and texture. The images presented are intended to be a reference to illustrate the model, always taking care to show them as faithful as possible to the final product. For this reason, we cannot take responsibility or accept an exchange when the reason invoked by the customer is “the product does not correspond to what is shown in the image” or a message of similar content.
DO PRICES ALREADY HAVE VAT?
Yes, all prices shown already include VAT at the legal rate.
I AM HAVING DIFFICULTIES MAKING A PURCHASE IN THE ONLINE STORE. WHAT CAN I DO?
Contact us by sending an e-mail to [email protected]. We will do our best to support you as soon as possible.
CAN I CHANGE THE PRODUCTS OR THE DELIVERY ADDRESS OF MY ORDER AFTER PAYMENT HAS BEEN MADE?
You can only change the products or the delivery address of your order until the moment you finalize your purchase. After this step, to make any changes, please contact us at [email protected].
WHAT AM I SUPPOSED TO DO IF I GET A DIFFERENT ARTICLE THAN I ASKED FOR?
Please let us know the situation by email. If we make a mistake, we will replace the correct article at no additional cost.
CAN I RETURN A PRODUCT IF I REGRET THE PURCHASE?
Yes, regardless of whether it is defective or not, you can always return it during the period stipulated by law. When we receive the returned item and after checking the conditions of the same, we will proceed to the refund of its value by a method of payment to be agreed. The client must assume the shipping costs.
The returned item must be intact and without any mark/damage of use, including dirt.
The client will have to return the article together with its packaging and invoice. In case of violation of any of these points, we cannot accept the return (and consequent refund) or exchange.
For international purchases, we only do refunds. Please see more at Shipping & Returns page.
WHAT CAN I DO IF ANY OF MY ORDER'S PRODUCTS ARRIVE DAMAGED AT HOME DELIVERY?
Please refer to this information on the Shipping & Returns page.
DO YOU STILL HAVE QUESTIONS?
Contact us at [email protected]. We will answer as soon as possible.