Frequent questions

1. What are the forms of payment allowed?

A. Credit, Debit, PayPal, Deferral and Kueski Pay cards.

2. To which destinations do you send and which parcel do you use?

A. We have international shipments and we handle different shipments depending on the final destination. All orders receive the tracking number by mail.

3. How long does it take for the shipment to reach me?

A. Orders are processed the same business day. Shipping cutoff is made at 4 pm. Once collected by the parcel delivery times vary. Domestic shipments vary between 1-2 business days (shipments to extended/rural areas may take up to 5 business days). International shipments are delivered in 5-7 business days. All communication is via email, so it is important to be aware. If you do not receive email, please check your spam/junk folder.

4. What currency are the prices in?

A. All our prices are and are processed in Mexican Pesos (MXN).

5. Do you have exchanges and returns?

A. Yes! The process is very easy. For any questions, check our Return Policies or write to us by mail/social networks.

6. Can I request a size or model change in my order?

A. As long as the order has not been assigned a tracking guide, any change or modification can be requested by sending an email to, subject to availability and waiting time.

7. How long does it take for shipments to arrive?


  • National shipments*: from 1 to 3 business days.
  • International shipments: 5 to 7 business days.

*Extended areas: Certain communities, towns or cities are considered as extended areas by couriers, so shipping costs are higher and delivery times may be longer and Shop Cindel has no control over it.

*See clarifications at the end*

8. They are asking me for additional information via email after receiving the purchase confirmation email. What should I do?

A. It is possible that the security system detects some unusual activity in the entered cards and to avoid cloning or identity theft of Internet accounts and to avoid fraud in purchases, a copy of an Official Identification of the cardholder will also be requested by mail. electronic. In case of not providing such information, we reserve the right to cancel the order and refund the money.

We reserve the right to disable the account of any user classified as suspicious or fraudulent.

9. I entered my address wrong and the package has already been sent. Can I correct it?

A. Once the order has been picked up by the courier, any change or clarification is made directly with them since Shop Cindel enters exactly the data provided by the client and has no way to provide additional information. If the package is returned to Shop Cindel, the customer must pay for the cost of forwarding.

10. Can I cancel my order?

A. Yes you can, as long as it has not been paid or sent. For cancellations, an email should be sent as soon as possible to, as subject "Cancel Order No.".

11. Are exchanges and returns included in my order?

A. Yes! we have ONE return* free of charge for each order. Take into account that the return is made exclusively as store credit through an electronic coupon. For more information, please consult our Return Policy.

* Does not apply changes or returns for products on sale, offers or free.

12. When does my store credit expire?

A. At the moment the return coupons and gift certificates do not have any validity. Any clarification please send an email to

13. Can I save some dresses?

A. At the moment we do not have a section system, unless the model is part of the pre-sale section and it takes 4 to 5 weeks to be sent

14. How do you handle sizes?

A. All of our products come in numerical (00-18) or alphabetical (XXS-XXXL) sizes. In the same way, a table of equivalences is included as a guide and recommendations for each product.

15. Do you handle wholesale prices?

A. Yes we handle wholesale prices from 15 dresses* (subject to Terms and Conditions) for more information send Whatsapp to the number +52 833 487 383976


*Clarifications about shipments*

  • Preparation and shipping times may be delayed due to a high volume of orders or an extraordinary event such as a new collection launch, holidays, and vacations.
  • In case of obtaining free shipping, the guide is sent Standard by any parcel.
  • We cannot take responsibility in case there is no one who can receive the package. If the package is returned to Shop Cindel, the customer must pay for the cost of forwarding.
  • In the event that the package does not match the address and the package is returned to Shop Cindel, the customer must pay for the cost of forwarding.
  • In case of bad weather the delivery times have to be delayed.
  • We are not financially responsible for lost or misdirected packages if the error was on the customer's part.
  • Orders placed after 4 pm will be processed until the next business day.
  • Orders placed on Saturday or Sunday will be processed until Monday or the next business day.


Any other questions send an email to: