Delivery & Returns Policy

Due to the atypical situation we find ourselves in as a result of COVID-19, please check our policies to stay informed about the latest developments in our services.

1.- Shipping and delivery. "Standard to all of Mexico."

The User acknowledges and accepts that his/her order will be processed immediately after clicking on “Finalize Order” in the “Billing and Payment” section, and will be delivered via express courier service, and takes between 3 to 5 business days to reach the indicated address. In some cases, it may take longer than this time depending on the area where the products are delivered, or, where applicable, incidents in the shipping process that may cause a delay in delivery.

Charlas Café provides users with the carriers' contact information at all times for any delay that may arise with the shipment:

Contact information:

Post Office: 55 52708300 or 800 (3782338)

FedEx: 55 5228 9904

RedPack: 55 36824040

  • The user must track their shipment at all times through the tracking number provided in the order shipping notification email, paying special attention to the scheduled delivery date of their shipment and notifications or updates that the carrier may provide regarding the delivery of the order.  In some cases, the order cannot be delivered to the user's address indicated due to the distance from the address, which the carriers cannot cover to these areas. If this is the case, the shipment will be stored in the carrier's office closest to the user's address and the carrier will notify the user about the availability of their package so that it can be collected by the user at said office.
  • The user will have up to 5 business days to collect his/her order, counting from the time it arrives at the carrier's office. To collect it, the user must present his/her official identification at the carrier's office when collecting his/her order. If the user does NOT collect his/her order at the indicated office within the aforementioned period or according to the estimated delivery time of the carrier's policies, by default the order will be returned to the Charlas Café offices/warehouses. in:  Chemuyil Avenue and Agua Street, 181 Santa Fe, 77723 Playa del Carmen, QR México and Charlas Café will contact the user to arrange a new shipment.

Charlas Café makes this information clear, precise and accessible to users and provides notifications of the status of their shipment at all times through the tracking number portal located at the top of the menu on the official website of charlascafe.mx , as well as the updates of your shipment which are visible to the user at all times. The user can also consult them through the official tracking sites of the carriers with their tracking number provided by Charlas Café.

Charlas Café provides and facilitates the user with tracking links also from the carriers' website and they are:

Carriers/Contact Information:

Post office: 55 52708300 or 800 (3782338) / Tracking from the Estafeta website

FedEx: 55 5228 9904 / Tracking from the FedEx website

RedPack: 55 36824040 / Tracking from RedPack website

Local delivery

If the user selects the "Local Delivery" shipping method

The User acknowledges and accepts that his/her order will be processed immediately after clicking on “Finalize Order” in the "Billing and Payment" section, and will be delivered via express courier service receiving the same day ordering before 5:00 pm local time (GMT-5) Cancun time, QR Mexico, on business days from MONDAY to FRIDAY AND ON SATURDAY for orders processed before 2:00 pm (GMT-5) Cancun time, QR Mexico, upon arrival at the address indicated by the user.

Local delivery times:

* Monday to Friday: The user receives the same day within the Playa del Carmen QR, Mexico area on orders processed before 5:00 pm (GMT-5) Cancun time, QR Mexico.

* Saturdays: The user receives the same day in Playa del Carmen on orders processed before 2:00 pm (GMT-5) Cancun time, QR Mexico.

      • Sundays are recognized as non-business days and local deliveries are not managed in Playa del Carmen, QR. Mexico.
      • If the user places their order on a non-business day, outside of delivery hours or on a Sunday, by default their order will be delivered on the next business day during the current delivery hours, which are: 10:00 AM to 5:00 PM (Local time (GMT-5) Time in Cancun, QR Mexico. Saturdays from 10:00 AM to 2:00 PM (Local time (GMT-5) Time in Cancun, QR Mexico.
      • Delivery will be made to the address indicated by the User at the time of Check Out, and will be delivered to any responsible person of legal age who is at the address at the time of delivery, including for residential units or buildings with concierge service, the reception and signature of the concierge.
      • It is the user's responsibility to duly inform and make known the delivery of their products at the security booth of the residential unit of their home for access by the person carrying the products upon delivery.
      • The person carrying your products may call you or send you text messages to the number provided by the user at the time of Check Out (payment screen), to inform you of the details of your delivery.
      • Deliveries cannot be made at a specific time and if there is no one at home, the courier will make up to two additional delivery attempts. If delivery cannot be made, the product will be returned to our offices/warehouse at: Avenida Chemuyil y Calle Agua, 181 Santa Fe, 77723 Playa del Carmen, QR Mexico. (Collection Point) and we will contact you to arrange a new shipment.
      • Cash on delivery / Selecting local delivery.
      • If the user selects the payment method option: (pay in cash upon delivery), the user acknowledges and accepts that his/her order will be paid in cash upon delivery of his/her products at the address indicated by the user at Check Out (Payment Screen ) to the person carrying his/her products who in turn may call him/her or send text messages to the number provided by the user at the time of Check Out (payment screen) , to inform him/her of details of his/her delivery and make the respective payment for his/her order.

Standard shipping to all of Mexico

During peak seasons such as Buen Fin, Hot Sale, Christmas season, etc., our delivery times may be affected, so the delivery time of your shipment could be extended to 7 to 10 days (or more) during these dates. In some cases, it may take longer than these times depending on the area where the products are delivered, or, where appropriate, incidents in the shipping process in which a delay in delivery may occur.

Delivery will be made to the address indicated by the User at the time of Check out (payment screen) and will be delivered to any responsible person of legal age who is at the address at the time of delivery, for which the signature of the carrier's guide will be sufficient. For residential units or buildings with a concierge service, this includes the reception and signature of the concierge.

Deliveries cannot be made at a specific time and if there is no one at home, the courier will make up to two additional delivery attempts. If delivery cannot be made, the product will be returned to our warehouse and we will contact you to arrange a new delivery.

2.- Returns due to roasting or warranty defects.

The User may return to Charlas Café at no cost any product purchased on the Site charlascafe.mx that presents any defect that: (i) makes it unsuitable for its normal use, (ii) reduces its quality or the possibility of its use, or (iii) does not offer the security that, given its nature, is normally expected of it and its reasonable use, and that is within the warranty period.

Taking into account the origin of the products purchased, the User will have a period of 5 days, from the date on which he/she receives the products, to inform Charlas Café of his/her dissatisfaction with them. Charlas Café will not be held liable if this period is exceeded.

The return of products that present roasting defects will not incur any additional cost for the User.

To formalize the return, the User must contact Coffee Talks within the period granted 5 days, through the following form https://charlascafe.mx/pages/contact , identifying the product or products subject to return, attaching a photograph or video showing the defects and a detailed report of the defects found in them.

Once Charlas Café receives the User's documentation and evidence, it will inform the User within 3 to 5 business days whether or not it will proceed with the return of the product.

In the event that the return is made, Charlas Café will inform the User of the method of delivery or shipment of the defective product to its offices/warehouses.

Each product returned must be unused, with all its labels, packaging and, if applicable, documentation, original parts and accessories that came with it. If the User does not proceed in this manner, Charlas Café reserves the right to reject the return.

Once the product has been received and the defects assessed, Charlas Café will give the User the option of exchanging the product for another with the same characteristics, unless this option is objectively impossible or disproportionate for Charlas Café.

In the event that due to lack of inventory it is not possible to proceed with the shipment of another product with the same characteristics, the User may choose between terminating the contract (i.e., the return of the amounts paid) or requesting the shipment of another type of product that he chooses voluntarily.

The delivery of the product with the same characteristics or of the new model chosen by the User, as appropriate, will be made within 3 to 5 business days, from the date on which Charlas Café confirms with the User the exchange of the defective product or the shipment of the new product.

The exchange, the sending of a new product or the termination of the contract will not imply additional costs for the User.

If the User cancels the contract, Charlas Café will refund the full amount paid to the User for the purchase of the defective product (including shipping costs). The refund will be made using the same payment method as your order.

Charlas Café informs Users that the period for the refund of amounts paid will depend on the payment method used by the User at the time of purchasing the product:

- If the User made the payment by credit/debit card, Charlas Café will refund the amount paid within 14 business days, from the moment the User has contacted Charlas Café and both parties agree to the termination. (Subject to availability of the bank responsible for making the refund)

- If the User made the payment through PayPal, Charlas Café will refund the amount paid within 24 to 48 business hours, from the moment the User has contacted Charlas Café and both parties agree to the termination of the contract. (Subject to PayPal availability)

3.- Right of Withdrawal (cancellation or return).

Your order begins to be processed immediately after clicking on “Finalize Order” in the “Billing and Payment” section, so if you wish to cancel or return your order, you must contact us through the following form https://charlascafe.mx/pages/contact

In the event that the User is not satisfied with the products received in his order, the User will have a period of (5) business days to return the entire order or, if he prefers, he may return any of the products that were part of the total order. This process is carried out without charging any type of discount and without the need to indicate the reasons.

However, the User must directly bear the cost of return to Charlas Café , whether he/she returns the entire order, or decides to return only some of the products in the order.

To formalize the return, you must contact Coffee Talks at the address https://charlascafe.mx/pages/contact . Once the return request has been received, Coffee Talks will indicate how to send the order to its offices and/or warehouses.

The User may send the product to the following Charlas Café offices/warehouse: Chemuyil Avenue and Agua Street, 181 Santa Fe, 77723 Playa del Carmen, QR Mexico. (Collection Point).

Charlas Café is not responsible for the courier company hired by the User to return the order. For this reason, Charlas Café recommends that the User request proof of delivery from the courier company when the courier has deposited the product at the Charlas Café offices, so that the User has proof that the product has been correctly delivered to Charlas Café .

Charlas Café is not responsible for the address to which the User sends the order for return.

The costs of returning the order (such as, for example, shipping costs through courier companies) will be borne directly by the User. If the User does not proceed in this manner or if the product is damaged, the User accepts that the product may suffer a depreciation or that Charlas Café may reject the return.

Once Charlas Café verifies that the order is in good condition, Charlas Café will proceed to refund the total amount paid by the User.

If the User decides to return the order in full, Charlas Café will refund to the User the full amount paid (including Charlas' shipping costs to the User).

If the User only wishes to return one or some of the products that were part of the order, Charlas Café will not be able to reimburse the shipping costs paid by the User for the entire order.

Charlas Café informs Users that the period for the return of amounts paid will depend on the payment method used by the User when purchasing the product:

- If the User made the payment by credit/debit card, Charlas Café will refund the amount paid within 14 business days, from the moment the User has contacted Charlas Café and both parties agree to the termination. (Subject to availability of the bank responsible for making the refund)

- If the User made the payment through PayPal, Charlas Café will refund the amount paid within 24 to 48 business hours, from the moment the User has contacted Charlas Café and both parties agree to the termination of the contract. (Subject to PayPal availability)

- Charlas Café - charlascafe.mx reserves the right to follow up on any case and/or request if the basic information is not available or provided and it is essential that the Charlas Café technical support team can request the user to provide evidence of an order such as:

  • Order number from the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the order number and/or order placed from the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the mobile IP address or the order web page in the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the Order Date of the official Charlas Café store.

Or any other information that the Charlas Café support team may request from the user.

4.- Change of products.

Charlas Café does not allow the exchange of a product purchased by the User for another product offered on the Site. If the User wishes to exchange a product, he or she must exercise his or her right of withdrawal and subsequently purchase the new product of his or her choice.

5.- Cancellation of orders.

Coffee Talks makes every effort to keep the inventory shown to the User updated in real time, however, there may be a delay and a product may be displayed that is not in stock, so Coffee Talks reserves the right to cancel the order placed by the User in whole or in part, giving notice of such situation within two business days following the User's purchase.

Charlas Café - charlascafe.mx reserves the right to follow up on any case and/or order if the basic and essential information that the Charlas Café technical support team may request from the user to provide evidence of an order such as:

  • Order number from the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the order number and/or order placed from the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the mobile IP address or the order web page in the official Charlas Café store.
  • Evidence such as screenshots of the payment gateway showing the Order Date of the official Charlas Café store.

Or any other information that the Charlas Café support team may request from the user.