Orders & Domestic Shipping
Our orders are shipped from Kutztown, PA and typically arrive 1-7 business days, depending on the destination address. You will receive a confirmation of your order via email, followed by a shipping confirmation with tracking once it departs our warehouse. If you have not received these emails please reach out to email@example.com and we’ll be happy to provide the details.
If you need to cancel or change your order, please do so by 3 PM EST on the date the order is placed by emailing firstname.lastname@example.org
Save yourself the time and trouble of writing the same email over and over again by listing your most commonly asked questions and answers here. A dedicated FAQ page should help address the basic needs of your customers, cutting down on customer service emails, increasing conversions, and creating a more satisfying shopping experience!
Gift Notes & Gift Wrapping
We are happy to include a handwritten gift note with your order. Please check the “This Is A Gift” box when viewing your cart at checkout. A blank field will appear below where you can enter a personalized note for us to include with the gift, if you would like. We do not yet offer gift wrapping.
I Haven't Received My Package
Please contact us at email@example.com if you do not receive your package after a reasonable period of time. Mar Y Sol is not responsible for packages once they have been consigned to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire after your package. We strongly urge you to ship to a secure location.
If you are not happy with your purchase you may return any non-sale items for a full refund with the following terms:
Products must be returned in their original condition within 15 days of delivery. We do not accept returns beyond 15 days.
Please Note: All sale merchandise is final sale and cannot be returned.
For exchanges, please place a new order online and return the original item. This will result in the fastest delivery of your preferred item.
Returns can be shipped to: Mar Y Sol Returns 164 West Walnut Street Kutztown, PA 19530.
Please include a copy of your order or your full name and order number. We recommend using a traceable and insured shipping method since we cannot be responsible for returns that have not reached our warehouse. Refunds will be made in the form of the original payment less the original shipping fees. Mar Y Sol will replace any bag with a manufacturing defect but not as a result of wear and tear. If a shipment is returned to us due to non-delivery, the customer is responsible for the original shipping costs, return shipping fees to our warehouse and shipping costs in resending the order.
Please keep in mind that Mar Y Sol products are completely made by hand. Each piece is unique. Small variations in size, shape, color, and finishing can be expected and characterize the natural beauty of our products.
Product Care, Materials & Craftsmanship
Each piece we produce is completely dyed, crocheted, woven, and sewn by hand in Madagascar. We use natural, sustainable materials including raffia, sisal and seagrass. Madagascar has the most luxe species of raffia palm in all the world. It results in beautiful, durable accessories that have a wonderful texture and quality. Our products can be spot cleaned with a lightly damp cloth.
We use azo-free dyes. Our “natural” colorway features the natural tone of the un-dyed raffia and sisal plant fibers. Our “sand” colorway is dyed with dried tea leaves. Colors will fade beautifully over time. To preserve strong colors, we recommend storing bags and hats out of direct sunlight when not in use.
Our leather is organically tanned by hand using only soap, water, and the rays of the sun. The leather will soften and patina with use and can be cared for as with other leather products.
Most of our hats include a wire brim which can be molded to shape the brim to a desirable silhouette. We recommend packing hats upside down in a suitcase with the dome stuffed or filled with other packables.
Loose threads can generally be tied off or trimmed off without impacting the structural integrity of the piece. If you're unsure, please send us a photo and we'll be happy to help.