Shipping policy

Shipping Policy

At Acuarela, we work with two fulfillment paths depending on the brand and product:

  1. Acuarela Direct (United States Fulfillment): Products that are physically handled, inspected, and shipped from within the United States. Most products on our site ship through this path.
  2. Partner Direct (Brazil Fulfillment — applies to select designers, including Ammi): Products that are produced and shipped directly from our designer partner's facility in Brazil under a DDP (Delivered Duty Paid) arrangement. All import duties and applicable taxes are paid in advance, so customers will never receive a separate customs or tariff bill at delivery.

Each product page indicates which fulfillment path applies, and the estimated delivery window will be displayed at checkout.

Order Processing & Fulfillment

Acuarela Direct (US)

Once an order is placed and confirmed, our team prepares the product for shipment, conducts a comprehensive quality check, and packages the item securely. Orders are fulfilled only after products have completed our quality-control process in the United States.

Partner Direct (Brazil — Ammi and select designers)

Orders for partner-direct products are forwarded to our designer partner in Brazil for fulfillment. The partner ships the product directly to you using Acuarela-branded packaging, including an Acuarela commercial invoice, packing slip, and insert letter.

  • In-stock products: Approximately 3–7 business days from order to delivery.
  • Made-to-order or out-of-stock products: Approximately 15–20 business days from order to delivery.
  • The expected delivery window is shown on each product page and confirmed at checkout.
  • All duties and import taxes are pre-paid (DDP). You will not receive a separate customs or tariff invoice at delivery.

Shipping Services & Insurance

United States Fulfillment

Acuarela ships US-stocked orders using FedEx as our primary carrier. We offer both standard and expedited shipping options, depending on customer preference and destination.

Available services typically include:

  • FedEx Ground (Home Delivery): approximately 1–5 business days
  • FedEx 2-Day: approximately 2 business days
  • Expedited services may vary by location (2-day, Overnight, etc.)

Delivery times and available options are displayed clearly at checkout. For your peace of mind, additional insurance and signature confirmation are included for high-value products.

Brazil Fulfillment

Partner-direct orders are shipped from Brazil using an internationally tracked carrier with full DDP coverage. Tracking is provided once the package leaves the facility. Insurance and signature confirmation are included for all partner-direct orders.

Tracking Your Order

Once an order is prepared, a shipping label is generated and a tracking number is automatically assigned to each order. You will receive tracking details via email as soon as the package is scanned by the carrier.

  • US-fulfilled orders: tracked through the FedEx tracking portal.
  • Brazil-fulfilled orders: tracked through the partner carrier's tracking portal; the link is included in your shipping confirmation email.

Delivery Delays & Support

Carriers provide automated delivery updates directly to the recipient. In the event of a delay or delivery issue, the carrier automatically notifies the recipient. Our team remains available to assist with any support questions regarding your delivery, regardless of which fulfillment path your order follows.

Returns & Refunds

All returns — whether the product was fulfilled from the United States or from Brazil — must be sent to Acuarela's United States return address. Partner-direct (Brazil) products are not returned to the originating country.

Full-priced items purchased online are eligible to be returned for a refund, exchange, or store credit, subject to the terms of our Refund Policy.

Returns are processed fully in-house to ensure quality control and consistency. Once a return request is approved, Acuarela will issue return instructions by email. Returned items are inspected upon arrival.

Approved refunds are issued within 5–7 business days, minus a $15 restocking fee. Items showing signs of wear or damage may be denied and returned to the customer.

Full return terms and conditions are outlined in our Returns Policy.

Customer Support

If you have any questions regarding shipping, fulfillment, or delivery, our team is happy to assist:

  • Email: info@acuarela.co
  • Phone: (203) 399-6285

Acuarela, LLC 500 W Putnam Ave, Suite 400 Greenwich, CT 06830 United States