Frequently Asked Questions
Returns & Exchanges
Can I return a product if I am not satisfied with it?
Yes. You may request a return within 5 business days for domestic orders (Colombia) and 14 calendar days for international orders, as long as the item is unused, in its original condition, and with all tags and packaging.
Are sale or personalized items eligible for return?
No. Products on sale, customized items, or items of intimate use (such as underwear or personal care products) cannot be returned or exchanged unless they are defective.
Who covers the shipping costs for returns?
For domestic orders, Makü covers return shipping only if the item is defective or if we made a mistake.
For international orders, the customer is responsible for shipping costs, duties, and taxes.
How do I request a return or exchange?
Please email us at makuorigen@gmail.com with your order number, reason for return, and photos if the item is defective. Our team will guide you through the next steps.
Ordering & Payment
What payment methods do you accept?
We accept secure payments through major credit and debit cards, as well as trusted international payment providers.
Can I cancel my order after placing it?
Orders can only be canceled if they have not yet been processed or shipped. If you need to cancel, please contact us immediately at makuorigen@gmail.com.
Are prices shown inclusive of taxes and duties?
For domestic orders (Colombia), prices include applicable local taxes.
For international orders, prices do not include customs duties, import taxes, or additional fees. These are the responsibility of the customer.
How do I know if my order was successful?
Once your order is confirmed, you will receive an email with your order details and confirmation number. If you do not receive this email, please check your spam folder or contact us at makuorigen@gmail.com.
Shipping & Delivery
Do you ship internationally?
Yes. We ship nationwide in Colombia and internationally to the United States, Europe, and South America.
How long will delivery take?
Domestic (Colombia): 3–7 business days.
International: 10–20 business days, depending on customs clearance and destination.
How much does shipping cost?
Shipping costs vary depending on the destination and product weight. The final cost will be calculated and displayed at checkout.
What happens if my package is delayed or lost?
While most orders arrive on time, delays may occur due to customs or courier issues. If your package seems lost or significantly delayed, please contact us at makuorigen@gmail.com so we can assist you.
Product Information
Are all Makü products handmade?
Yes; every product is handmade by artisans from all over Colombia, so each piece has its own character and unique detail.
Do product sizes and colors vary?
Yes, slight variations in size or color may occur due to the handmade nature of the products and natural materials. We include detailed size and color information on each product page so you can see exactly what to expect.
Are the materials sustainable or eco-friendly?
Yes, we strive to use sustainable and eco-friendly materials. We source natural fibers like algodón, fique, palma, and other fibers that are biodegradable or renewable. We avoid harsh chemical treatments and aim for minimal impact on environment; every material is chosen considering both quality and sustainability.
How do I take care of woven bags or textiles?
To keep woven bags, textiles, and natural fiber items in the best possible condition:
Use mild, eco-friendly detergents; avoid bleach or strong chemicals.
Wash by hand or use gentle machine cycle with cold water.
Air dry flat or hang in shade; avoid direct sunlight, which can fade colors and weaken fibers.
When storing, keep in a cool dry place, avoid plastic covering; use breathable bags or cotton dust covers.
Care & Maintenance
Can I wash crochet clothing in the washing machine?
It depends on the garment. If the crochet item is fine and delicate, we recommend hand washing or using the machine’s gentle/delicate cycle with cold water. Always place it inside a mesh laundry bag to protect it. Avoid wringing; instead, gently press out excess water. Dry flat to maintain shape. Avoid heat.
How should I clean and maintain fiber-based items (like fique or palm bags)?
For items made from fique, palm, or similar natural fibers:
Remove dust regularly with a soft brush or cloth.
Spot clean with a damp cloth and mild soap; don’t soak the entire piece.
Keep away from moisture and wet surfaces; fibers can warp or lose shape if waterlogged.
Let them dry completely before storing.
How should I store handmade baskets to make them last longer?
Best practices for storing natural fiber baskets:
Keep them in a cool, dry place. High humidity can cause mildew.
Avoid direct sunlight to prevent discoloration and drying out of fibers.
Store in breathable material or cover lightly (not with plastic), to allow airflow.
Don’t stack heavy items on top; preserve their shape.
Artisan & Cultural Value
Who makes Makü products?
All our products are handmade by skilled artisans from across Colombia. Each piece reflects traditional techniques and cultural heritage.
Are your products fair trade?
Yes. We ensure our artisans receive fair compensation for their work. We value transparency and ethical trade in our process.
Do you support local communities?
Yes. By commissioning and selling these handmade products, we help provide work and income to local artisans and communities across different regions.
Are these items unique or mass-produced?
They are unique. Because they are handmade, no two items are exactly the same. Each piece carries its own subtle differences in color, weave, shape or texture; part of its charm.
Souvenirs & Gifts
Do you offer gift wrapping?
No, currently we only ship standard packaging.
Can I include a personalized message with my order?
Yes, you can. We allow a personalized message to be included. Just email us at makuorigen@gmail.com with your order details.
Do you sell gift cards?
No, gift cards are not available at this time.
Are religious souvenirs available for international shipping?
Yes, religious souvenirs are included among the items we ship internationally.