Jamps
Damaged and Duty Fees
I’m really disappointed with my most recent order. The Catrina doll arrived damaged, and despite following the instructions on their website and emailing about the issue, I still haven’t received any response. I was also charged unexpected duty fees that I wasn’t made aware of when placing the order. I’ve ordered from this company twice before without any issues or extra fees, so this experience has been very frustrating
Response from The Catrina ShopMar 10, 2026
Dear Gianpiero, Thank you for your feedback. We’re truly sorry to hear that your recent experience did not meet expectations. After reviewing our records, we can confirm that our customer service team responded to your email promptly upon receipt and remained in communication regarding the issue. As soon as we were notified that the Catrina arrived damaged, we issued a full refund for the product. Regarding the duty fees charged by UPS, these are import tariffs collected by the U.S. government and assessed by customs authorities. Customs agents determine these charges when a shipment enters the country, and they can vary by shipment, which is why they may not appear on every order. Unfortunately, these fees are not paid to or retained by our company, and therefore, we are unable to refund them. We sincerely regret that your item arrived damaged and understand how frustrating that can be. While shipping damage is rare, we always do our best to resolve these situations as quickly as possible, and we’re glad we were able to process a refund promptly. We appreciate your past support of The Catrina Shop and hope to have the opportunity to serve you again in the future.