We carefully inspect and securely pack every order before it leaves our warehouse.
If your item arrives damaged, here’s how we handle it:

Package Protection is Required for Coverage

Only orders with LosReyes Package Protection are eligible for support in cases of shipping-related damage.
If you did not add Package Protection at checkout, we are not able to offer replacements or store credit for damaged items.

How to File a Claim

To report a damaged item, email support@shoplosreyes.com within 7 days of delivery and include:

• Your order number
• A short description of the damage
• Clear photos of the damaged item and the packaging

We’ll review your claim within 48 hours.
If approved, we’ll issue a replacement or store credit.
Refunds are not offered.

We offer three shipping options at checkout:

• Economy Shipping
  5-8 business days (excluding weekends)
  Free on orders over $65
  $4.90 flat rate on orders under $65
• Standard Shipping
  3-5 business days (excluding weekends)
  $9.90 flat rate
• Express Shipping
  1-2 business days (excluding weekends)
  $17.90 flat rate

Shipping time vs. Processing time

Shipping time begins after your order has been processed and shipped.
Our processing time is 1–3 business days, not including weekends or holidays.
During peak periods (like BOGO or pre-sale events), processing may take up to 7–14 days.

Once your order ships, you’ll receive a tracking link by email so you can follow your package in real time.
Please note that tracking updates may take 24-48 hours to appear, depending on the carrier.

Important Address Reminder

We are not responsible for undelivered packages due to incomplete or incorrect shipping information.
Please double-check your shipping address carefully at checkout.

If you notice an error after placing your order, email us at support@shoplosreyes.com within 24 hours.
We’ll do our best to update it, but if your order has already been processed or shipped, we may not be able to make changes, and any delivery issues become the customer’s responsibility.

We typically respond within 24 hours, because your time matters to us.
If you contact us over the weekend or holiday, don’t worry we’ll get back to you first thing on the next business day.

Every message is read and answered by a real person. We’re here to help with care, clarity, and speed.

Your order will ship directly from the LosReyes shipping department and arrive in our signature branded box, designed for both protection and presentation. From the moment it lands at your door, the unboxing experience reflects the same energy and detail that goes into everything we create.

International buyers are responsible for all customs fees, import duties, and taxes. These charges are not included at checkout and may be collected by your local customs authority upon delivery. We recommend checking with your country’s customs office for more information before placing an order.

You may request a free exchange or store credit if:

• You contact us within 30 days of delivery
• The item is unused, unworn, and in original packaging
• Your order was shipped within the U.S.

This applies to regular orders, BOGO promotions, and pre-sale orders.
For pre-sale items, requests may be submitted after your full order has been delivered.

HOW TO REQUEST AN EXCHANGE OR STORE CREDIT

To start a return, email support@shoplosreyes.com with:

1. Your order number
2. The item you want to exchange
3. The reason for your request
4. A photo, if the item arrived damaged or incorrect

Once approved, we’ll email you a prepaid return label.
Return shipping is free, and approved exchanges are shipped via Economy Shipping (5–8 business days).

We accept all major credit cards, Klarna, and PayPal, offering you a fast, secure, and seamless checkout experience. Every transaction is encrypted to the highest standards, so you can shop with total confidence, start to finish.

Absolutely! Join our email list and enjoy 15% off your first order- it’s our way of welcoming you to the LosReyes community. Be the first to know about new drops, exclusive offers, and more.