Everything you need to know
Frequently Asked
The questions we hear most often — answered honestly.
Orders & Shipping
European orders arrive within 3–5 business days. International orders typically take 7–14 business days depending on destination and customs processing.
Every order is shipped with tracking. You'll receive a confirmation email with tracking details once your bag is on its way.
Yes. We offer free worldwide shipping on all orders, with no minimum purchase.
For EU orders, no additional duties apply. For orders outside the EU (including UK, US, Switzerland, and other non-EU destinations), customs and import duties may apply and are the responsibility of the recipient.
We declare the actual value of each shipment — we cannot mark items as gifts or reduce declared values.
Yes. Once your order ships, you'll receive an email with a tracking number and a link to follow your bag's journey.
Returns & Exchanges
We offer a 14-day return window from the day your order arrives. If the bag doesn't meet your expectations, send it back for a full refund — no questions asked.
The bag must be in unused, original condition with all tags and packaging intact. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Email us at info@hilolatino.com with your order number and the reason for the return. We'll respond within one business day with return instructions.
Because our bags are limited-edition and stock is constantly changing, we handle exchanges as a return followed by a new purchase. This ensures you can secure the piece you want before it sells out.
Once we receive and inspect the returned bag, refunds are processed within 3–5 business days to your original payment method. Depending on your bank, it may take an additional 3–7 days to appear in your account.
The Bags
No. We deliberately use high-quality faux-leather (cuerina) for all leather-look elements. This is a conscious choice: it reduces environmental impact and avoids contributing to the animal leather industry, while maintaining the durability and feel our designs require.
The woven panels are made from natural palm fibre, hand-dyed and woven by women artisans in Colombia.
Limited editions are a reflection of our values. Each bag is hand-woven — scaling to thousands of units would mean industrialising a process that shouldn't be industrialised.
It also means each piece stays exclusive. You won't see your bag on everyone.
Store your bag in the dust bag it arrives in when not in use, away from direct sunlight. Avoid prolonged exposure to moisture — palm fibre is natural and can absorb humidity.
For light cleaning, use a soft dry brush or cloth. For the faux-leather trims, a slightly damp cloth is sufficient. Avoid harsh chemicals and detergents.
Because every bag is hand-woven, small variations in colour, pattern alignment, and texture are natural and expected. These are not flaws — they are signatures of handcraft.
No two bags are ever identical. That is the point.
At this stage, we don't offer custom commissions. Our production runs are planned in advance with our artisan partners to ensure fair work pacing and quality.
If there's a design you'd love to see, write to us. Your feedback shapes future collections.
Our Work
Every bag is hand-woven by women artisans in small workshops across Colombia — in Boyacá, the Caribbean coast, the Pacific, and the Amazon basin. These are the women who inherited weaving knowledge from their mothers and grandmothers.
Hilo Latino partners directly with these workshops, ensuring fair wages and long-term relationships rather than one-off transactions.
Design happens in Europe. Each bag begins as a hand-drawn sketch with detailed annotations, which is then brought to life in collaboration with our Colombian workshops. The result is a dialogue between contemporary design and ancestral technique.
Yes, in some of it. Parts of our storytelling, such as certain scenes of weaving and the landscapes behind each collection, are made with AI to convey the feeling of the craft. These are evocations, not documentation. We never present them as photographs of a specific artisan or as a record of a particular workshop, and any person shown is never given a false identity as one of our makers.
Our bags are always photographed as they truly are. What you see on the product pages is what arrives at your door.
We try to be honest rather than aspirational. Our choices: natural palm fibre, faux-leather instead of animal leather, small-batch production, limited editions, direct partnerships with artisan cooperatives, and no synthetic overproduction.
We don't claim perfection. We claim intention.
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