FAQ

Please note that most of our items are made-toorder and require 7-14 business days for item to be made before shipment. Once your order is dispatched at the post office, you will receive a confirmation email with tracking. If you have not received this email, please feel free to contact us at info@santosbymonica.com.

All made-to-order items take 7-14 business days to be made before shipment.

Ready made items are made in small batches and are available to ship immediately. Please allow 1-3 business days for item to be shipped.

If your order is a rush, please contact us at info@santosbymonica.com and we will do our best to accommodate your request.

Items that are listed for pre-order or back-order require more time to be completed. Please note that you will be charged upon check-out and item will be shipped within the time frame listed on the product page.

The cactus used to create our material is grown and harvested in the Mexican state of Zacatecas, where the cactus is native to. It feels and looks like real leather, except it is much more ecological and uses 1/5 of the amount of water used to produce animal leather. Additionally, cactus naturally regenerates soil, has great CO2 sequestering capacity and grows solely on rainwater.

Only the mature leaves of the plant are cut and used in the process, without damaging the plant itself.

The remaining organic cactus material is directed to other industries, such as the food and beer industries, that can all co-exist with a single crop.

Apart from cactus fibers, our cactus-based biomaterial is partially composed of a bio-based PU, which is toxic-free, uses water-based finishes and Complies with REACH European Union and California Proposition 65.

Our cactus-based biomaterial is partially bio-degradable and the remaining components are highly recyclable. There is also much less impact when recycling it, as it uses non-toxic elements.

If purchasing an item made from our cactus biomaterial we recommend wiping regularly with a soft, dry cloth. Avoid contact with grease, dirt and rough surfaces. While our handbags are designed to be durable, try not to overload your bag’s capacity. ​ Please note that our cactus-based biomaterial is water resistant, but not waterproof. It is also heat resistant, but as with any natural fiber, it should not be subjected to temperatures above 248°F (120°C) over long periods of time. ​ Extra care should be taken to protect light colored handbags. Avoid exposure to extreme sunlight and humidity.

Due to the made-to-order nature of our brand, we do not offer returns or exchanges on handbags. Please contact info@santosbymonica.com with any questions about specific items and we will be happy to send more pictures or videos of said item.

If you would like to exchange your clothing item for a different size please email us at info@santosbymonica.com within 14 days of receipt and we'll be happy to accommodate. Please note that the returned item should be sent back in original condition with original labels and packaging. We cannot exchange any products that have been used, altered, or washed. Santos by Monica reserves the right to refuse exchanges that do not comply with our exchange policy requirement. ​ Due to the made-to-order nature of our brand, we do not offer returns on clothing.

Please note that all items marked down from their original price are final sale.

If your item appears to be damaged, please email us right away at info@santosbymonica.com with your order number in the subject line of the email and an image of your damaged item to discuss possible options. We are happy to repair most manufacturing faults!

Our Agave Triangular Tote has a magnetic interior slip pocket, but no top closure, as it functions similar to a tote. The bag was designed deep enough so that it doesn’t really need one.

Yes, our Dolores Square Tote is sized to fit any 13” or 16” laptop.

Our hangtags are made out of a biodegradable paper that is embeded with wildflowers. When you plant the paper in a pot of soil, the seeds in the paper germinate and grow into plants.

Our hangtags are hung using organic hemp cording. Hemp requires very little water to be produced, small amount of land to cultivate and no pesticides or herbicides are used in the process.

Made from 2 layers of secure and commercially compostable bubble padding on the inside, and recycled paper on the outside.

Our tissue paper is printed with soy-based inks on FSC-certified paper, is acid, sulphur, and lignin-free, and 100% compostable.

The stickers used in our packaging are made from FSC-certified paper, printed with soy-based inks and are 100% Compostable.

Our mailer boxes are made in the US from corrugated cardboard.

Our packaging tape water-activated and printed with soy-based inks on FSC-certified paper.