If you cannot find the answer to your question below, please email email@example.com for further assistance. Thank you!
WHEN IS PRODUCT RESTOCKED?
We try to restock inventory every Friday at 7 AM PST. We don't restock every product category, every Friday, but we usually restock Convertible Day Bag’s, Cadiz, and Clutches. To know exactly when items will be restocked, follow us on Instagram @nenaandco as we always announce when and what we will be restocking that week. We cannot send personal messages of when items will be restocked. We will NEVER restock a duplicate item or pattern, as they are all ONE-OF-A-KIND. Once a bag is sold, it is irreplaceable and will never be in stock again.
WHEN WILL YOU BE RESTOCKING YOUR POM TASSELS OR CAMERA STRAPS?
Remember that each of these items is HAND-MADE and so it takes some time for our Guatemalan artisans to make a large enough batch to ship from Guatemala to the US. Each shipment of Nena product has to be processed through Customs once it reaches the US and then has to be delivered to our Nena Warehouse where it will be received into inventory and then prepared to be stocked the shop. So if an Artisan item goes out of stock expect it to be restocked in about 2-3 weeks. But to get an estimated time frame when items will be restocked, follow us on Instagram @nenaandco as we always announce when and what we will be restocking that week. We cannot send personal messages of when items will be restocked.
CAN I PLACE A CUSTOM ORDER?
No, we are so sorry but we do not take any special or custom orders at this time.
WILL AN ITEM BE ON HOLD IF IT IS IN MY CART WHILE I SHOP FOR OTHER ITEMS?
The site does NOT allow for items to be held in your shopping cart while you continue to browse the site. All of our bags are ONE-OF-A-KIND and someone else can put the same item in their cart at the same time. If they enter their information before you get a chance to checkout then they will be the one who receives the order confirmation. You you will be redirected at checkout if an item goes out of stock before you can process your order.
If you do not receive an email confirmation regarding your order then your order most likely did NOT get processed. If the item still remains in your cart even after it says sold out on the site, it is sold out and you should remove the item from your cart if you want to process another order. We wish everyone could get the exact bag they want, but with one-of-a-kind items it can be difficult.
MY BAG HAS A FEW LOOSE THREADS, WHAT DO YOU SUGGEST?
We have a couple of options for some in-home repair if you would like to keep your one-of-a-kind-design. You could take a pair of stitch scissors and trim the threads, or you could take a dot of fabric glue and dab the threads down so they don't get caught on anything. The threads could easily get caught on a bracelet or other prominent item so be sure to be careful while treating the threads.
HOW DO I CARE FOR MY BAG?
Should you choose to, you may use a leather conditioner but many of our customers prefer to let the natural oils of their skin wear on the leather to get that buttery soft feel. Should your patterned huipil snag you can snip the loose threads with scissors. DO NOT PULL THEM. Some also like to use Scotch Gard Brand Protector on the fabric portion of their bag. After 30 days from the time you've received your bag, Nena & Co. will no longer assume responsibility for repairs of your product. However, we are more than happy to assist with recommendations on where you can have your bag repaired. We use our local shoe cobbler, leather bag repair shop, or specialty shop.
WHAT IS YOUR RETURN POLICY?
All returns must be reported to our office with 30 days of receipt of your shipment. Your return must be approved by our office. Contact our office at firstname.lastname@example.org with the subject line "RETURN" and let us know that you would like to return your bag and you will receive an exchange authorization number. All orders placed during promotional sales, with discount codes, or under the clearance section are final; No exchanges, no returns. Do not return product unless you have an approved claim number. Product must be in original package, unused, and in salable condition. A 15% re-stocking fee will be charged to all returned orders. We will refund your credit card or original form of payment for the amount you paid minus the re-stocking fee. Sorry, we cannot refund shipping charges or postage. Your return order must be shipped and received at our office within two weeks of receiving your claim number. If your order comes after the two week time frame Nena & Co. reserves the right to refuse your return.
CAN I EXCHANGE MY BAG?
We accept exchanges up to 30 days after you receive your Nena & Co. order. It must be in the same resalable condition you received it. Your exchange must be approved by our office. All orders placed during promotional sales, with discount codes, or under the clearance section are final; No exchanges, no returns. Contact our office at email@example.com with the subject line "EXCHANGE" and let us know that you would like to exchange your bag and you will receive an exchange authorization number. After you receive your authorization number, you may mail your bag back in it’s original packaging. Once we receive your item to our warehouse, we will be able to process the exchange and you will be issued a store credit code. You will need to pay for the return shipping of your initial order and of the new bag as these fees go directly to our carrier UPS. Your exchange order must be shipped and received at our office within 15 days of receiving your return authorization number. If your order comes after the 15 day time frame Nena & Co. reserves the right to refuse your return.
WHAT IF I BOUGHT A PRODUCT DURING A SALE BUT I WANT TO EXCHANGE IT FOR ANOTHER PATTERN/STYLE/SIZE? OR I JUST PLACED MY ORDER RIGHT BEFORE A PROMOTIONAL SALE WAS ANNOUNCED. CAN I GET THE PROMOTIONAL DISCOUNT CODE APPLIED TO MY ORDER AND HAVE A PRICE ADJUSTMENT DONE?
Products bought during a Promotional Sale or with a Discount Code cannot be returned. Discounts cannot be applied to previous purchases and cannot be redeemed for cash or used in combination with any other offer. Email firstname.lastname@example.org with any questions you may have.
WILL YOU GET A BAG AGAIN THAT IS ALREADY SOLD OUT?
Since the bags are one-of-a-kind it is highly unlikely, but not impossible that we will get another bag similar to it. We buy “huipils,” or the patterned fabric, randomly and in such large quantities that when we receive them in the U.S. they are considered an assortment. We don’t know what patterns we will get until they arrive, and you won't know till they are online!
I JUST COMPLETED MY ORDER ONLINE BUT CAN I SWITCH THE BAG I ORDERED? I SAW A NEW ONE I LIKE BETTER!
Unfortunately we can't switch a bag out once your order has been processed. But if you do change your mind and find an alternative bag you love a little more we can cancel an order within 24 hours of placing it. You would just need to send an email to email@example.com immediately after placing your order, prior to shipping, and ask to cancel your order. You will then need to place a new order with the bag you want, separately.
WHAT PARTS OF THE BAG ARE ACTUALLY HANDMADE?
The whole thing! The bags are made from recycled huipils that take 2-3 months to make and are 5-10 years old. We take pride in purchasing our huipils from as many women as possible and paying a fair price. Nena & Co. huipils are then hand washed and prepared to be cut for the bags. The leather is hand treated and cut. No machines are used other than a sewing machine.
THE LEATHER HAS SOME SPOTS OR DISCOLORATION ON IT AND I WASN'T SURE IF THAT WAS JUST HOW THE LEATHER WAS OR IF I SHOULD TRY TO CLEAN IT WITH SOMETHING?
Since the leather is all hand stained and tanned, the consistency varies and has natural qualities and attributes. These qualities are the nature of the bag and give your bag character and luster that mass-produced bags lack.
MY BAG IS DAMAGED, WHAT SHOULD I DO NOW?
We make every effort to provide our customers with the best-handcrafted and high quality bags from Guatemala. Please note that all our processes to make the bags are done by hand, from curing, cutting, and staining the leather to using re-purposed huipils. Our bags have natural characteristics and qualities that should not be considered as flaws or as damage because they do not interfere with the functionality of the bag. Please email our office at firstname.lastname@example.org and let us know what is wrong with your bag. Repairs after 1 year from the date of purchase are the sole responsibility of the consumer. If you don't feel comfortable making repairs yourself, simply take your bag to your local handbag repair store or alterations expert and they should be able to handle any minor repair.
AREN’T THESE BAGS MUCH CHEAPER IN THE MARKETS IN CENTRAL AMERICA?
While you can find similar textiles and sometimes-similar bags to Nena & Co., they are not the same. We take great care in our production process, which we control, to give you a quality product. That is why we can stand behind our product 100%. We don’t haggle for bottom prices with market vendors; who may use child labor, or unfair labor practices. We also believe in paying fair prices and wages to those we work with and who work for Nena & Co. Paying fair wages is as important to us as every other part of our business. It is one of our company’s core values to elevate the standard of living of all those who work with Nena & Co.
ARE YOU A “FAIR TRADE” COMPANY?
Nena & Co. was founded July of 2013, we are a small new company and we are not a certified fair trade company yet, however, we take pride in paying fair prices for our materials and fair wages in both the USA and Guatemala.
DO YOU PAY FAIR WAGES AND OFFER MATERNITY LEAVE?
Absolutely! We have two types of groups we work with, the weavers who work in their homes as self employed individuals, so they dispose of their own time. They live in remote areas so it's not possible for them to travel long distances, so we come to them and buy their goods, at the prices they set. And even though they are self-employed, we extend to them many of the benefits our in house employees enjoy, such as micro loans. We also source cheaper raw materials for them to increase their bottom line and we purchase tools and equipment that they have not thought of using which increases their manufacturing capabilities. This in turn makes their business more profitable and allows them to have more freedom from poverty and more free time for their families, and it also allows them to send their children to school instead of keeping them at home working. Our in house employees have all the benefits the laws in Guatemala require such as medical, social security, maternity leave, and vacation benefits. In addition, we provide them with personal scholarships, micro loans for education purposes, and software training, which allows them to be better prepared to perform their jobs.
WHEN WILL I RECEIVE MY ORDER?
Nena & Co. ships within 3-4 business days, allow an additional 6-8 business days for UPS to deliver your order.
CAN I GET A BAG SHIPPED OVERNIGHT?
Yes, please email email@example.com with your order # and the date the item is needed by. Our Customer Care Team will get back to you within 24 hours. Please take into consideration that we are CLOSED on Saturdays, Sundays, and holidays.
WHEN WILL YOU BE HAVING ANOTHER SALE?
We have promotional sales about twice a month. So, if you missed out on the last one be sure to be subscribed to our weekly Nena emails and turn on your push notification for Instagram to get the latest Nena updates on restock and sales!
CAN I GET THE DISCOUNT EVEN AFTER A SALE HAS ENDED?
We are so sorry but because we receive this request in such a high quantity after sales have ended we are no longer able to honor this request.
CAN YOU ADJUST THE PRICE ON MY ORDER?
WE DO NOT DO PRICE ADJUSTMENTS.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship USPS Priority Mail Insured for international orders.
DOES NENA & CO PAY CUSTOMS DUTIES WHEN RECEIVING YOUR BAG IN YOUR COUNTRY?
Nena & Co abides by all national and international laws. We do not pay custom duties or VAT on any product purchased through our website. These charges are not included in the price of our products. It is the sole responsibility of the customer to find out the laws in your own country and to pay all custom charges, duties, or VAT. We will not falsify the customs documents either.
WHY IS INTERNATIONAL SHIPPING SO EXPENSIVE?
We try to get the best rates possible for shipping but being a small company we don’t get the lowest rates possible. As we grow we will continue to negotiate rates in hopes that we can continually lower shipping rates. If you have your own shipping account with UPS, DHL, or FEDEX you can use that instead.
I'M DOING A GIVEAWAY/AUCTION FOR A LOCAL CHARITY/SCHOOL, I WAS WONDERING IF YOU'D BE INTERESTED IN MAKING ANY KIND OF DONATIONS FOR OUR ORGANIZATION?
Thank you for wanting to make us part of your event. Nena receives several requests a day to donate product. As a small business, we are no longer able to satisfy the high demand and send free product for auctions, giveaways, or general fund raising, as much as we would love to, we can't. We don't have the man power to manage the high volume of request, pay for the shipping, and follow up on each request. We hope your event will be successful, and perhaps in the future we can come up with a better way of helping organizations such as yours.
DO YOU STILL HAVE THE BAG THAT IS POSTED ON YOUR INSTAGRAM?
If a photo of a bag is posted to our Instagram page @nenaandco it has most likely already been bought unless otherwise specified in the caption of the post. We do restock the shop every Friday at 7:00am PST so be sure to check back to see if we have restocked anything SIMILAR.
DO YOU HAVE A SUGGESTION FOR A DIAPER BAG INSERT?
Our Convertible Day Bags are great alternative diaper bags and we have the dimensions for these listed under the product description of each product page so if you need those measurements to match a diaper bag insert/organizer. We have had a lot of Nena mama's use pouches rather than inserts to organize all of their on-the-go items.