FAQ

If you cannot find the answer to your question below, please email info@nenaandco.com for further assistance. Thank you! 

SHIPPING POLICY

Orders placed with Nena will generally ship within 5 business days. Orders placed on Friday before 8 am MST will be shipped day of, any orders placed after 8 am MST will be shipped the following Monday. We do not ship on holidays or weekends. We are closed Saturdays, Sundays, and on national holidays. PLEASE NOTE: Due to changes in sales tax law as of August 11th, 2020 we are no longer accepting requests for change of address. 

If for any reason your order is to be delayed or cancelled – due to stock, payment or otherwise – we will contact you via email. If you wish to cancel an order placed on our website please notify Nena Customer Service info@nenaandco.com as early as possible.

Nena & Co. is not responsible for any lost or stolen packages. If you provided us with the wrong shipping address we are not liable to give you a refund or replacement of the product that you purchased. For domestic orders, if you never received your package and it says it was delivered please contact your local post office with the tracking number that you received when purchasing and they will further assist you.

DOMESTIC SHIPPING

• UPS Ground: delivers 5-10 business days after processing
• UPS 2nd Day Air Select: delivers 2-3 business days after processing
• UPS Next Day Air: delivers the next business day after processing
• USPS First Class Mail (small packages): delivers 2-3 business days after processing
• USPS Priority Express (small packages): 2-4 business days after processing

INTERNATIONAL SHIPPING

• We ship Internationally to many countries. Please be aware that customs and duties taxes may be charged by your country upon arrival. Nena & Co. is not responsible for these fees and cannot determine how much they will be. These taxes are determined by the destination country and are not included in your shipping costs. All duties and taxes must be paid at time of delivery.

• 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 customs charges, duties, or VAT. We will not falsify the customs documents either.

PO BOXES & APO'S

• Yes, we do ship to PO Boxes & APO's. Please contact our Customer Service Team at: info@nenaandco.com to update the shipping courier to USPS Priority Mail immediately after placing your order. 

SALE POLICY

• We reserve the right to price correct if discounts are misprinted or if there are any typos in our marketing materials. Discounts do not apply to entire collections but select products.

• All SALES ARE FINAL. No cancellations, order modifications, exchanges, address changes, price adjustments, refunds or returns. Discounts are applied before taxes and shipping. Product is sold as-is. Product will be shipped within 7-10 business days. Please allow that timeframe to pass before reaching out for a status update. Promotions and other discounts may not be combined with these sales.

COULD MY ORDER BE AFFECTED BY COVID-RELATED SHIPPING DELAYS?

The current health crisis has affected people around the world, including our Artisans in Guatemala and beyond. These circumstances have caused production and shipping delays for many brands, especially those who create product by hand. For this reason you may experience shipping delays with some orders. We will do our best to keep you updated with your order's delivery status, and in return we ask that you join us in keeping all members of the Nena Community healthy and safe.

WHY DO YOU OFFER PREORDERS?

As part of our commitment to sustainability, we reject the fast fashion model of overproduction and destroying excess product each season. However, we know that our limited drops can make it difficult for you to score some of our most-loved items. Offering preorders from time to time enables us to give the Artisans ongoing work and allows you to score highly sought after items, all while ensuring we avoid overproduction and waste. Understanding the exact quantity of items to produce and fabric to weave is a key component of our sustainable preorder model, which is why we are unable to offer cancellations.

Due to a high volume of orders and the handmade nature of production, we sometimes experience shipping delays. While preorders benefit the Artisans, you, and the planet, the trade off is that the estimated ship window has to remain an estimation. If we experience delays due to circumstances in Guatemala, quality issues, or any other reason, we will be in contact with updates about your order.

RETURNS POLICY

We accept returns on all full-price orders within 15 days from the day the merchandise is delivered. We accept returns on "Afterpay" orders within 14 days from the day the merchandise is delivered. A 10% restocking fee will be charged to all returned orders. The merchandise must be returned in the exact condition in which it was shipped in order to receive a refund. Shipping and handling charges are not refundable. The customer is responsible for return shipping. We recommend purchasing tracking and insurance, as we cannot accept responsibility for lost/damaged returns. We do not offer exchanges.

To start a return, please visit our return portal here. A 10% restocking fee will be charged to all refunded orders.

Please include with your return a copy of your order including your contact information. Please allow up to 7 business days for your refund or exchange to be processed. You will receive a confirmation by email when your return is complete.

International customers are liable for all import duties and customs that will be charged by your country for returns. Payment will be necessary to release your order from customs before delivery.

*All sale merchandise is final sale. No returns or exchanges.

*Artisan Jewelry line cannot be returned. Please make your selections with care and carefully review all product information before making a purchase. Need help or have questions? Please contact us: info@nenaandco.com.

UPON RECEIPT OF RETURNED GOODS, NENA & CO. RESERVES THE RIGHT TO DENY THE RETURN IF IT DOES NOT MEET THE COMPANY RETURN POLICY REQUIREMENTS.

CAN YOU COMBINE MULTIPLE ORDERS INTO A SINGLE SHIPMENT?

We often combine multiple orders into a single shipment during sales events. Outside of those events, you are welcome to email info@nenaandco.com and request your orders be combined into a single shipment. However, we cannot guarantee we will be able to combine your orders.

WHAT ARE THE BENEFITS OF ORDERING DIRECT FROM NENAANDCO.COM?

While shopping directly from our website means you might have to move quickly to score, there are many benefits we can provide that individual collectors selling in buy, sell, trade (BST) groups may not.

• If you change your mind about a purchase, you can return it within 30 days. If you discover a quality issue with your Nena item, we will refund or repair it within 90 days. After 90 days we are still happy to work with you to repair it! However, this only applies to the original owner. We can’t accept returns or give refunds on bags sold on BST.
• We also offer order tracking and customer service. If your package gets lost in the mail or there are any other issues with your order, we will be in communication with you. You won’t be held responsible for a bag that never arrived, or arrived damaged.
• You can be assured of the quality and authenticity of your bag. Our bags have not been carried before. Damaged bags are also clearly marked during warehouse sales.

If you have questions about BST protections and policies, contact a BST group admin. Policies and guidelines can vary between groups. If you have questions about Nena & Co. return or repair policies, please email Customer Service at info@nenaandco.com.

PRIVACY POLICY

The privacy and security of your personal information is very important Nena and Co. We want our customers, and prospective customers, to know that their personal information will not be shared with any marketing companies. In an effort to provide better service to our customers, and prospective customers, we will use information internally to support our data processing efforts. However, your information will never be shared outside our company.  

Nena & Co. may also disclose specific personal information about you if required by law, governmental request or court order if, based on our belief, it is necessary to comply with such law, request or court order. At any time if you would like to unsubscribe from our email list, please contact us at info@nenaandco.com.

Changes

Nena and Co. may intermittently update this policy for new, unanticipated uses not previously disclosed. Any changes made will be posted here. By being a part of Nena & Co. you agree to accept any changes made to this policy.

Nena & Co. Email Subscriptions

If you have chosen to receive emails from Nena and Co., we will offer you first looks at new arrivals, insights into our process, invitations to events and more. Email addresses provided to Nena and Co. are only used internally. We respect your privacy rights and will not sell or rent your email address to other companies. If you would like to unsubscribe from our email list, please contact us at info@nenaandco.com. We will remove your name from our email list as soon as possible. Please recognize that you may receive another email before we are able to remove you.

Nena & Co. Mailing List

Mailing addresses provided to Nena & Co. are only used internally. We respect your privacy rights and will not sell or rent your mailing address to other companies. Although we rarely mail information to our clients, if you would like to unsubscribe from our mailings please contact us at info@nenaandco.com. We will remove your name from our mailing list as soon as possible. 

Contact Us

Feel free to reach out if you have questions about our Privacy & Security Policy.

Email

info@nenaandco.com

SALES TAX

Orders will be charged sales tax at the rate specified by the state where the order is shipped.

WHICH PARTS OF THE BAG ARE ACTUALLY HANDMADE?

The whole thing! The bags in our One of a Kind Collection are made from up-cycled huipiles that take 2-3 months to make and are 5-10 years old. Our other collections, such as the Artisan, H&S Collection, and Mexico Collection, are made from newly hand woven fabrics. The leather is hand treated and cut. No machines are used other than a sewing machine.

FABRIC

Our bags are made from both vintage upcycled fabrics and newly woven fabrics. If you find any loose threads in your huipil we have a couple of options for some in-home repairs: you can take a pair of stitch scissors and trim the threads at their base, or you could take a dot of clear fabric glue and dab the threads down so they don't get caught on anything. Taking these measures will prevent any more snagging or loose threads from fraying but just be sure to be careful while treating the threads! Nena & Co. is not responsible for damages that may occur during care for merchandise; including but not limited to washing, drying and/or dry cleaning.

LEATHER

All of our bags are handmade using beautiful leather tanned and dyed in traditional methods in order to maintain its natural beauty and soft feel. Variations in color and texture are the prized characteristics of these methods. Over time, the leather will acquire a patina and may also darken due to the oils from your skin and direct sunlight, further enhancing the natural look and feel of your handbag. Please keep your bag away from prolonged intense sunlight, heat, and humidity. Please also note that dark denim or other dyed clothing items can rub off and stain tanned leathers. Exposure to water, liquid, oil, makeup, and permanent dyes like this can unfortunately leave permanent stains. These qualities are the nature of the bag and give your bag character and luster that mass-produced bags lack. 

Nena bags are made with hand-loomed textiles and genuine leather. The leather is sourced from tanneries that are ISO 9000 Certified. To be ISO 9000 certified a company must meet the eight international standard quality management principles. Nena buys raw materials only from vendors that are ISO certified and that care not just about the bottom line, but also about the impact in their local communities and on this earth, after all, there’s no planet B.

4 TYPES OF LEATHER

Listed in order from best quality to lowest quality:

Full Grain Leather

Top Grain Leather

Genuine Leather

Bonded Leather

FULL GRAIN LEATHER

Full Grain leather tanned with high-grade oils and preservatives to keep it from being destroyed early by dryness and moisture. Full Grain Leather comes from the top layer of the hide which has ALL of the grain, therefore, FULL grain. The natural surface of full grain leather burnishes and beautifies with use. It is the best leather money can buy. This leather is expensive to buy and very difficult to work. You can expect scrapes and scars that are all natural. Where the cow had been scraped by barbed wire, bitten by a tick, or branded, the color sets in deep and stands out a bit. You'll be able to see the full grain running through the hide in the form of veins too. Your bag may have a few small scars and imperfections, which lend a tremendous amount of character. Full grain leather is the leather Nena uses.

TOP GRAIN LEATHER

Top Grain Leather is the second highest grade because it is split from the top layer of blemished hide then sanded and refinished. This is how they get rid of scars and scrapes. Top grain leather is used for some Nena products and we will specifically state in the product DETAILS if it has been used for that item.

GENUINE LEATHER

Genuine leather is the third grade of leather and is produced from the layers of hide that remain after the top is split off for the better grades. The surface is usually refinished (painted or stained) to resemble a higher grade. It can be smooth or rough.

BONDED LEATHER “THE PRESSED WOOD OF LEATHER”

Bonded leather the dust and shavings of the leather glued and pressed together. Leftover scraps are ground together with glue and resurfaced in a process similar to polyurethane manufacturing. Bonded leather is weak and degrades quickly with use. Genuine and bonded leather can be painted or stained to look like full or top grain leather. Nena & Co. does not use bonded leather for any products.

CANCELLATIONS

If you wish to cancel your order please send an email as soon as possible to info@nenaandco.com. We will make every effort to accommodate your request, however, our order fulfillment process is designed to get the order to you as quickly as possible, we CANNOT guarantee we will be able to cancel an order once it has been placed. During holiday sales we will REFUSE all cancellation requests. Please take this into consideration as you shop. If your order has already shipped out, our normal return policy will be in effect. 

PLEASE NOTE: the use of shopping bots violates our terms and conditions and we do reserve the right to cancel any order we suspect of using a software program that gives the user an unfair advantage over others.

WHEN IS PRODUCT RESTOCKED?

We try to restock inventory every Wednesday at 7AM PST and Friday at both 7AM and 7PM PST. To know exactly when items will be restocked, subscribe to our email list or text club for emails the day before the drops and text alerts around the time of the drops. We cannot send personal messages of what 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 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 limited runs of handmade items it can be difficult.

CAN I EXCHANGE MY BAG?

We do not offer exchanges. 

I JUST COMPLETED MY ORDER ONLINE BUT CAN I MAKE CHANGES TO MY ORDER?

Unfortunately we CANNOT make any modifications to an order once it has been submitted. This includes but is not limited to: change of address, combined shipping, switching out inventory, adjusting quantities, change of payment method.

CAN I GET THE DISCOUNT EVEN AFTER A SALE HAS ENDED?

We cannot make price adjustments to an order after it has been submitted.

WHY IS DOMESTIC & 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.

RECENTLY BOUGHT ITEM THROUGH BST BUT NOW THERE ARE APPARENT FLAWS SHOWING UP WITH USE OF THE ITEM.

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 microloans. 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, microloans for education purposes, and software training, which allows them to be better prepared to perform their jobs.

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 fundraising, as much as we would love to, we can't. We don't have the manpower 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.