FAQ
You have doubts?
Here you will find answers to the most common questions about Ensamble Artesano and its products. If you have any other questions that are not answered here, do not hesitate to contact us through our contact form or by email at ensambleartesano@fhmm.org .
We will be happy to help you.
About Ensamble Artesano
Do you have a physical point of sale?
Yes, we have our own stores in Mexico City, Mérida and Izamal (Yucatán).
Mexico City :
Showroom: Av Constituyentes 1162, Lomas Altas, Miguel Hidalgo, 11950 Mexico City, CDMX. Hours: Monday to Friday from 10:00 a.m. to 5:00 p.m.
Mérida:
Santa Ana Store: C. 60 417A, Parque Santa Ana, Centro, 97000 Mérida, Yuc. Hours: Tuesday to Sunday from 10:00 a.m. to 8:00 p.m.
Izamal :
Centro Cultural y Artesanal Izamal Centro: C. 31 No. 201, Centro, 97540 Izamal, Yuc., Mexico. Hours: Monday to Sunday from 9:00 a.m. to 8:00 p.m.
How can I contact customer service?
You can contact us through our online contact form or by emailing our customer service team at Danae Hernandez ( danae.hernandez@tallermaya.org ) for national sales, and Jessica Lara ( jessica.lara@fhmm.org ) for corporate sales and for international sales
What is the accepted form of payment?
In the online store, we accept payments with credit and debit cards, including Visa, MasterCard and American Express. We also offer the option to pay via PayPal for convenience and security. In physical store we accept credit and debit card payments and cash payments.
Do you offer custom products?
Currently, we do not offer personalized products. However, if you have any special requests or are interested in a specific product, please do not hesitate to contact us. We will do our best to help you and find a suitable solution.
How can I contact an artisan group?
Ensamble Artesano is a platform that brought together more than 80 Allied Organizations to work for the economic strengthening of the artisan sector. We do not work directly with groups of artisans, nor do we have specific information about them. If you want to contact a specific Allied Organization that collaborates with artisan workshops, we can redirect you to their profile.
I am an organization of artisans, can I join the project?
Allied organizations that joined Ensamble Artesano did so through a selection process that involved different stages. At the moment the project is in another stage and this call has already been closed.
About orders
What is the accepted form of payment?
In the online store, we accept payments with credit and debit cards, including Visa, MasterCard and American Express. We also offer the option to pay via PayPal for convenience and security. In physical store we accept credit and debit card payments and cash payments.
When will I receive my parts?
Delivery time may vary depending on your location. Domestic shipments usually take 4-6 business days from payment confirmation.
Can I request an invoice for my purchase?
Yes we can make you an invoice, please send us your tax information, receipt, and purchase receipt to ensambleartesano@fhmm.org .
My order arrived broken or wrong
We are very sorry for this situation, please call 5552570097 ext. 100 or write to the email ensambleartesano@fhmm.org so we can solve it.
Do you ship to all of Mexico?
We make shipments throughout the Republic.
Do you make international shipments?
Yes, we ship internationally, to the United States, Canada, and Europe.
We work with reliable courier services to ensure that your products arrive safely and in a timely manner, no matter where you are. Keep in mind that shipping costs may vary depending on the destination.
What are the shipping costs?
Shipping is not included in the cost of parts. Shipping costs are calculated based on the weight, size, and destination of the package. You can verify the exact costs during the purchase process.
Can I change or return my purchase?
Of course, we accept returns and exchanges up to XX days after receiving your purchase. The product must be in its original condition, unused and with its packaging.
Please write to us at ensambleartesano@fhmm.org to follow up on your request.