Frequently Asked Questions (FAQs)
Effective Date: 01/07/2025
1.What are Tawara Mochilas?
Tawara Mochilas are handcrafted bags and products made by Indigenous and small artisans in Colombia.
Our products include bags, keyrings, and con purses from the Wayuu tribe located in La Guajira in the north of Colombia. Each Wayuu mochila carries deep cultural meaning and takes between 10–15 days to be woven by hand. We also sell Arhuaca Mochilas, which are bags made from the Arhuaco tribe, an indigenous group residing in the Sierra Nevada of Santa Marta Mountain range in northern Colombia. The Arhuaca Mochila takes to knit minimum of 4 weeks to up to 8 weeks, depending on the complexity and the size of the Mochila.
2.Where do your products come from?
We work directly with Indigenous communities in Colombia, primarily the Wayuu and Arhuaco people, to ensure authenticity, cultural respect, and fair-trade practices.
3.Do you use real images of the artisans?
We use a mix of real and AI-generated images for marketing purposes. This allows us to:
- Respect and protect the privacy of some of our artisan collaborators.
- Maintain visual consistency across platforms.
- Provide marketing visuals when real-time photography is not feasible.
AI images are used ethically and never as false representations of specific artisans.
The bags and products are 100% real and handmade by indigenous and small artisans in Colombia. We are committed to cultural respect and transparency in everything we do.
Check our website to explore our current stock and variety of mochilas available.
4.How long will it take for my order to arrive?
- Standard National Shipping (Australia): 5–15 business days after order and payment confirmation.
- Express National Shipping: 2–3 business days (may vary depending on the destination).
- Standard International Shipping: Delivery time varies depending on the country.
- Express International Shipping: If available, delivery time and cost vary depending on the destination.
5.How much does shipping cost?
Standard National Shipping:
- Free for orders over $100.
- $20 for orders under $100.
- Express National Shipping: Cost depends on the destination.
- Standard International Shipping: Cost varies by destination.
6.How long does it take to process my order?
- Orders are processed Monday to Friday, excluding Australia and Colombia (if the product is shipping directly from Colombia) national holidays.
- Processing time:1–2 business days after payment is confirmed.
- You’ll receive an email with a tracking numberonce your order is dispatched.
7.What payment methods do you accept?
We accept:
- Credit/debit cards (Visa, Mastercard, AMEX)
- PayPal
- Bank transfers
Prices are listed in Australian Dollars (AUD). International customers may incur currency conversion fees from their banks.
8.Can I change or cancel my order?
Yes, but only within 12 hours of purchase. After that, orders cannot be modified or cancelled.
Email us at tawaramochilas@gmail.com as soon as possible.
9.Can I return an item if I change my mind?
Yes. Returns are accepted within 30 days of purchase, as long as:
- The item is unworn, unwashed, and undamaged.
- All original tags are attached.
- You have proof of purchase.
Customers cover return shipping costs for change-of-mind returns. We reserve the right to reject returns that don’t meet these conditions.
10.What if I receive a faulty or incorrect item?
Contact us at tawaramochilas@gmail.com with your order number, name, and clear photos.
If confirmed, we’ll cover the return cost and offer a replacement or full refund.
11.How long does it take to receive a refund?
Refunds are processed within 2–15 business days after we receive and inspect the return.
Refunds will be issued to your original payment method.
12.Do you offer a product warranty?
Yes. If your mochila has a manufacturing defect within 6 months, contact us with proof.
Note: This does not cover damage from misuse, improper care, or normal wear and tear.
13.Do you ship internationally?
Yes. However, international customers are responsible for any customs duties, taxes, or import fees.
14.How do gift cards and store credit work?
- Gift cards are valid for 12 months and can only be used on our website.
- Store credit cannot be exchanged for cash.
15.How can I contact Tawara Mochilas?
- Email: tawaramochilas@gmail.com
- Instagram / Facebook: @TawaraMochilas
- WhatsApp: +61405 653 433
- Customer service hours: Monday–Friday, 9 AM – 5 PM (AEST)
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