WHEN WILL MY ORDER BE PROCESSED?
All orders are handled and shipped out from our warehouse in Cali-Colombia. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 2-5 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Once you place your order, please allow 2-5 business days to process your orders. After that, it will take 2 – 3 business days for delivery in Colombia, and 15-30 business days for international orders (depending on location).
WILL I BE CHARGED WITH CUSTOMS AND TAXES?
The prices displayed on our site include IVA. For international orders: Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
Only items purchased directly from ANDRES OTALORA SAS will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, and documentation.
Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized or made exclusively cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling. Returns made without receipt may be refused. ANDRES OTALORA SAS reserves the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE, INCORRECT, DAMAGED?
Did you receive a damaged item, or the wrong product? Simply not satisfied with your order?
Please contact our Customer Support team at firstname.lastname@example.org to start the return process. Please include the following information:
– Order number
– Proof of purchase
– Video or photo of the damaged product (if applicable)
– Complete delivery address
– Contact telephone number
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
For returned items, a full refund, store credit or exchange will be credited for defective products. For non-defective items, only exchange or store credit is applicable, this does not include shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do:
Contact the bank/credit card company. It may take some time before the refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY ORDER?
Please contact us as soon as possible (email@example.com) if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.