Returns and Changes
All our products are handmade in Colombia with the best quality materials. Each of our products goes through an inspection process to ensure quality, functionality, and usefulness. However, they are handmade products, so they are not 100% perfect, since they are made by people and not machines, and with that we give employment to many families, especially women heads of household, hence any small detail or error is normal and acceptable.
If any product arrives to you with a defect, please contact us at our email firstname.lastname@example.org and send us photos and videos of the product, our team is willing to assist you with all the love.
Unopened and unused products can only be returned up to 15 days after receiving the order. The value of the products will be returned, but not the value of the shipment. The shipping costs for any return must be assumed by you. Products on sale/promotion or that have been damaged by customs cannot be returned.
When we have received the products we will proceed to refund the money, excluding the cost of shipping. Please remember that this process can take between 2-3 business weeks (Monday to Friday, excluding weekends and holidays) and an additional 2-3 days for the money to be reflected in your account. These times vary depending on the means of payment, your country and bank.
To request a return, please write to our WhatsApp hotline +57 3106628211 or send us an email to email@example.com firstname.lastname@example.org with the reason for the return, photos and the details of your purchase.
If your country charges taxes for the entry of international shipments-products, you should make sure you know the rates, since they vary in each country. If you do not make the respective payment of the taxes that the customs of your country requires, the products will be returned and we can only refund the value of the products, subtracting the shipping costs that may apply after the return of the order to Colombia by the I do not pay customs taxes.
We recommend that you pay the tax on time so that you can receive the order without any inconvenience. Remember, DHL will contact you by email and send you the secure means of payment, since DHL is in charge of all the management and delivery, once you have paid the taxes (if necessary), the order at the door of your house.
If you want to include the payment of customs taxes in the total of your order, you can do it via WhatsApp on our line +57 3106628211 one of our advisers will help you with the steps to follow.
ABUSE OF PRODUCTS IN CUSTOMS
In each country, customs check the merchandise that enters and although our orders are sent with DHL, one of the most recognized carriers worldwide, each customs agent reserves the right to review and inspect the products.
Some customs agents are careful and some are not, this customs and inspection process is totally out of our control since it corresponds to the policies and management of each country, however, it may happen that the customs agent at the time of inspecting the order may break, damage, mistreat the products (intentionally or unintentionally).
Our products are protected and packaged, because we know that they can be mistreated in this inspection process, but in case a customs agent from your country damages the product and you receive it torn, damaged, broken, wet... or in some non-ideal condition please contact us at our WhatsApp hotline +57 3106628211 so that we can assist you. In these cases, we do not refund the money or send you the product again since it was due to mishandling by customs and not by us or by the carrier, even so, our mission is that you have the best shopping experience and that is why our adviser will offer you options to try to remedy what happened.