FORGOT YOUR DETAILS?

Customer Care

FAQ

90% of the process involved is accomplished by hand, so creating each piece is a slow and meticulous one. The lengthy process includes long periods of ageing the woods, acquisition of materials, absorption of oils, plus many hours of manual labor to mold, polish and assemble each piece, amounting to a ritual of about 85 hours to make a watch and 60 hours to make a pair of glasses, and you fall in love in only a second.

We are committed to protecting the environment, which is why we use sustainably sourced materials that generate a positive impact on Earth. We use sustainably sourced fine woods, mostly from South America. The most frequently used woods are Pui, Ebony, Teak, Wenge and Ash. Each of these fine woods requires a particular and specific technique for preservation and cutting. Our woods are aged for a period of six months to improve resilience and beauty. The straps are made of genuine leather, wood or stainless steel. Depending on the collection, we use other unconventional materials such as recycled denim, fabrics, and Corian.

Our watches and sunglasses are water resistant, but not waterproof due to the characteristics of natural materials such as wood and leather. Our products can withstand perspiration and normal splashes of rain and water when washing hands. Swimming with your watch or sunglasses is not recommended.

We like to consider all our pieces as unisex. We do not believe in stereotypes or prejudices. We want you to find the perfect product that suits you personally and that you will fall in love with, regardless of its color or shape.

Our commitment is to make each piece a work of art and as unique as a fingerprint. Any product will never be exactly the same as another since 90% of the product is made with natural or unconventional materials (fine woods, stone, leather or fabric) and can react differently to temperature, humidity, and sunlight resulting in variation in color and shape. The appearance of our watches can also change over time. Some of our selections of wood and leather tend to darken over time. Since these reactions are unpredictable, we recommend taking good care of them to ensure maximum lifespan under natural circumstances.

The warranty only applies when the straps become unstitched. Normal wear (i.e., color, texture) is not covered under warranty as it is dependent on its treatment and care. You always have the option of ordering an extra one through our website. Click Here

Yes, our Mistura watches come with a standard SR626SW battery. Our warranty includes free battery changes for the life of the watch; however, this only applies if you can take it directly to one of our stores. Due to limited locations, it is often easier, more practical, and more efficient to take the watch to any jewelry store to replace your battery.

You can replace either the clasp or the strap any time by yourself in most of our designs
If you want to purchase a new strap please Click Here

If you want to order a new clasp please follow the warranty steps described in the tab below and we will send you a new clasp
There could be a small charge for this service.

more...

Most orders are ready to ship within 2 to 3 business days.

We use Canadapost - Expedited Service that delivers within:

1 to 6 business days in Canada depending of the province (Click here for delivery time)
4 to 6 business days all to US
6 to 10 business days all to International

of the shipping date. However, you can send us an email to info@misturacanada.com to arrange a faster delivery.

Yes, you will receive in your email a Canadapost notification with your tracking information.

You have the right to return any article ordered online and that has not been worn within 15 days from the date of delivery for full refund. Please check our return-exchange policy in this link: https://misturacanada.com/returns-policy/

Send us an email to info@misturacanada.com ASAP so we can correct this before your order ships out. Please include [WRONG ADDRESS] in the subject line so we notice your high priority issue

Just like if you were to enter the wrong address for your order please send an email ASAP to info@misturacanada.com so we can cancel your order for you. Please make the subject of the email “CANCEL” so that we can spot the inquiry and prioritize it

Just send an email ASAP to info@misturacanada.com so we can change your order for you. Please make the subject of the email [CHANGE] so that we can spot the enquiry and prioritize it.

No, all sale are final

Repairing your product

For repairing your Mistura Watch or Fento Sunglasses please follow the next steps:

1. Please submit this form online to get your PO Number before you send the product: Click Here Our customer service will be contacting you soon.
2. Providing us pictures by email of the broken part would help us to analyse the issue to approve the warranty or repair before you ship the product to our service center. Submit pictures to: info@misturacanada.com
3. Please print out the following form to be sent along with the product at the moment of shipping. All the shipping information is described in this form: (Products sent without this form will not be processed) Click Here
4. All shipping costs are paid by the customer. All repair costs are enclosed in the form. Please make sure you provide payment options in the form to avoid delays with your warranty.
5. Please allow us 20-30 business days to send your product back.

If you have any questions about this process please contact: info@misturacanada.com


TORONTO DROP-OFF LOCATION
Note: If your are in Toronto you can DROP-OFF your product in our downtown location at:

Please make sure you follow all the steps required before the drop-off.

Mistura Canada - Arts Market

1114 Queen Street East
Toronto, ON
M4M 1K8
Open Hours:
Mon to Tues 12pm to 5pm
Wed to Fri 12pm to 6pm
Sat and Sun 11am to 6pm

Apply for your warranty


SUNGLASSES

  • Fento® sunglasses are guaranteed for a period of 2 years from the date of original purchase.
  • Fento® warranty will be invalid if the product is misused: physical blows, breaks, lenses scratched, water damage and exposure to extreme temperatures.

    WATCHES
  • Mistura® Watches are guaranteed for a period of 5 years from the date of original purchase.
  • Mistura® warranty conditions are subject to material and workmanship defects. All products are 90% natural and made by hand which means that any improper or abnormal use may cause damages to your product and that will void your warranty automatically.
  • Mistura® watches damages caused by natural reactions would be covered for a period of 6 months from the date of original purchase. These will be repaired, or the product will be replaced, at the discretion of Mistura Canada Repairs Center, free of charges.

    If your product meet the warranty conditions, please follow the next steps: (if not please go to REPAIRS tab)

    1. Please submit this form online to get your PO Number before you send the product: Click Here
  • Our customer service will be contacting you soon.
    2. Providing us pictures by email of the broken part would help us to analyse the issue to approve the warranty or repair before you ship the product to our service center. Submit pictures to: info@misturacanada.com
    3. Please print out the following form to be sent along with the product at the moment of shipping. All shipping information is described in this form: (Products sent without this form will not be processed) Click Here
    4. All shipping costs are paid by the customer, please make sure you provide payment options in the form to avoid delays with your warranty.
    5. Please allow us 20-30 business days to work in your request and send your product back.

    If you have any questions about this process please contact: info@misturacanada.com


    TORONTO DROP-OFF LOCATION
    Note: If your are in Toronto you can DROP-OFF your product in our downtown location at:

    Please make sure you follow all the steps required before the drop-off.

    Mistura Canada - Arts Market

    1114 Queen Street East
    Toronto, ON
    M4M 1K8
    Open Hours:
    Mon to Tues 12pm to 5pm
    Wed to Fri 12pm to 6pm
    Sat and Sun 11am to 6pm

    TOP