Shipping policy

Shipping policy

  1. HIGH STREET will deliver the order to the address indicated by the consumer, with coverage provided by the courier company contracted by HIGH STREET, which initially will be Estafeta. HIGH STREET reserves the right to change couriers at any time, and this shall not be construed as a breach.
  2. Once the consumer receives the "Confirmed and Shipped" email, HIGH STREET, through the courier company, will deliver the order within the timeframes established above, for which purpose the courier company will make 3 (three) delivery attempts.
  3. If the consumer wishes to track the shipment of their order, they may do so directly on the courier's website, using the tracking number provided to them in the "Confirmed and Shipped" email.
  4. Deliveries will be made only between 9:00 a.m. and 6:00 p.m. on business days through the courier company; therefore, no deliveries will be made on weekends or on holidays on which banks in Mexico officially do not operate (this meaning of "business day" or "business days" is the one that will be used throughout this purchase agreement whenever such terms are referenced). In the event of a product return, whether due to incorrect fulfillment (color, size) or due to quality, damage, or defect (as defined below), and provided that all of the products originally ordered are returned, the cost of shipping to HIGH STREET will be borne entirely by HIGH STREET in accordance with the instructions you will receive at the appropriate time. If the merchandise is returned for any other reason, the cost of return shipping to HIGH STREET will be borne by the consumer and must be paid in accordance with HIGH STREET's return policies and with the instructions the consumer will receive upon requesting the return of merchandise at devoluciones@highstreet.com.mx.
  5. All deliveries will be accompanied by an acknowledgment of receipt. Delivery times will be between 2 (two) and 14 (fourteen) business days, starting from the date on which the consumer receives the "Order Shipped" email.
  6. In the event that the consumer does not receive delivery of their order within the timeframe mentioned in the preceding paragraph, they must contact the Customer Service department by calling 33 2834 1709 in order to verify the status of their order. The consumer will be asked to provide their order number so that the Customer Service department may notify them by email or by telephone of the status of the delivery. Notification regarding the status of the order will be provided within no more than 2 (two) business days, counted from the date the consumer made contact to verify the status of the order.
  7. In the event of a delay attributable to HIGH STREET or to the courier company responsible for delivery, the consumer will have the right to cancel the purchase/order, in which case an email requesting cancellation of the order must be sent to atencionaclientes@highstreet.com.mx, attaching a copy of the payment and any other requirements requested during the process. The refund will be issued through the same method used to make the payment.
  8. HIGH STREET will not be directly liable if the delivery period of 10 (ten) to 14 (fourteen) business days is not met when the failure to meet the delivery period arises from circumstances of act of God or force majeure, or because the consumer could not be located at their address. HIGH STREET will inform the consumer, within 6 (six) business days from the date it becomes aware of the act of God or force majeure that makes such delivery impossible, of the delay or the impossibility of performance. If, as a result of the delay caused by an act of God or force majeure, any of the products in the order is no longer available, the consumer will have the right to choose the compensation or refund described in these terms and conditions.
  9. The merchandise/products will be deemed delivered when: (i) the courier delivers them to the consumer or to a third party at the address designated for delivery; (ii) upon signature of receipt of the order.

Delivery Exceptions

  1. For delivery of the order, HIGH STREET will use the courier company Estafeta; however, HIGH STREET will remain responsible to the consumer at all times during the delivery process, and once the product has been delivered, it will become the consumer's responsibility.
  2. For each failed delivery attempt, the courier company will leave a delivery notice at the consumer's address. Subsequently, after the third unsuccessful delivery attempt, the package will be returned to HIGH STREET's warehouse, and the consumer must therefore contact the Customer Service telephone number.
  3. In cases where the consumer could not be located at the address provided, where the information provided by the consumer was incorrect, where the courier company is not granted access, or in other cases attributable to the consumer, the package will be considered a "Delivery with a Problem," in which case the package will remain at the courier company's branch nearest to the consumer's address — which will be communicated to the consumer by email — for a period of 48 (forty-eight) hours, until the consumer comes to pick up the order. After the aforementioned period, and if the package has not been picked up, it will be returned to HIGH STREET's warehouse; the consumer must therefore contact the Customer Service telephone number, and reshipment will be at the consumer's expense.
  4. In the event that the order must be picked up at a branch of the courier company, in accordance with the preceding paragraph, the conditions and requirements the consumer must meet are the following: (a) present the original of their valid official photo identification (voter ID card issued by the National Electoral Institute, professional license, or passport); (b) provide the dispatch tracking number issued by HIGH STREET, including the prefix; and (c) prove that they are the holder/addressee of the purchase.
  5. If the titleholder addressee does NOT appear to pick up the order, the person who does come to pick it up must meet the requirements imposed by the courier company.
  6. In cases where the consumer needs to change the address at which delivery will be made, this will only be permitted if the new address has the same postal code as the address registered at the time of purchase. The consumer must contact the Customer Service telephone number; if the procedure indicated by Customer Service is not followed, the change of address will not be authorized, or a new shipping charge will be generated, with no possibility of recovering the shipping originally paid.

Products Not Supplied or Supplied Incorrectly

If HIGH STREET determines that the products were not correctly set aside and that, for this reason, it cannot supply all or part of the products ordered through HIGH STREET's online store, and such inability to supply is not attributable to the consumer, the consumer will receive an email at the address they provided informing them of the status of their order. In such case, HIGH STREET will have 5 (five) additional business days from the date on which the consumer received said notice in which to fulfill the supply of the missing product(s). If it has not been possible to supply the product(s), the consumer will receive a second email informing them of this situation, in which case they will have the right to terminate the contract. To do so, they must give notice through HIGH STREET's Customer Service so that a refund of the payment made may be processed in accordance with the provisions of the "Refunds" section.