Customer Service
Do you include free shipping?
Yes, we offer free standard shipping on all domestic and international orders.
How can I obtain my invoice?
To receive your invoice, you can contact us directly via our email: catrinas@alesuart.com
Where is my order?
Once your order has been shipped, you will receive a confirmation email with a tracking number.
Help! I can’t find my tracking number.
You should receive a confirmation email with a tracking number after your order has been shipped. If you still can’t find your tracking number, please contact us at the email address: catrinas@alesuart.com
How can I obtain a refund?
Please read our exchange and Return Policy.
How can I cancel my order?
If you wish to cancel your order, please email customer service immediately at catrinas@alesuart.com. Please note: if your order has been processed and shipped, it cannot be canceled. For more information, please refer to our exchange and Return Policy.
Payments
What payment methods do you have available?
At the moment, we only accept payments via credit/debit cards, Google Pay, Apple Pay, and Link.
How secure is it to place orders online?
Our online store is fully encrypted, PCI compliant, and backed by Stripe. For more information, please refer to our Privacy Policy.
Tour Catrinas
What happens if I cancel at the last minute?
Unfortunately, we are unable to refund your deposit. However, this deposit will be valid for one year and you will be able to reschedule your appointment for our next tour the following year. For more information, check out our Returns Policy.
Can I bring a companion to my session?
Only one companion is allowed per experience, this in order to ensure that both our team and you can enjoy the entire experience to the fullest.
Can I select my dress?
You will receive an email with all the itinerary information one month before your appointment. We recommend that you arrive 15 minutes before your session to select the ideal dress. It is crucial to respect these 15 minutes since we will then proceed with the makeup session. Therefore, it is essential that you be punctual, since there will be no waiting time. This is done to ensure that all customer experiences are developed in the allotted time.
Can I record the behind-the-scenes?
It is allowed to record behind the scenes as long as it does not affect time or experience. This is done to ensure that your experience is developed punctually and properly, also respecting the schedules of other people who have booked their session.
Can I eat during the experience?
It is not allowed to consume food or drinks during the session to ensure that the makeup remains intact for your photos. We recommend that you come well fed and hydrated.
How can I take care of my makeup so that it lasts longer?
We suggest you avoid rubbing your face and direct exposure to the sun to avoid sweating. To keep your lips in good condition, we recommend drinking water using a sorbet.
How do I take off my makeup?
Our products are water-based, which makes it easy to remove. You can remove your makeup with wet towels or, if you prefer, take a shower with warm water. Remember to apply soap with gentle circular movements with your fingertips to form a uniform mass, then rinse. Repeat this process until there is no more makeup left.
How will I receive my photos?
The photographs will be sent by email through a link that we will provide to you. In case you need the photos in a special format for printing, please contact us by email at catrinas@alesuart.com.
We recommend that you download the photos as soon as you receive the link, since the links can be progressively deleted.