Shipping policy

We currently ship to all countries except the following: 

Afghanistan, Aland Islands, Ascension Island, Belarus, British Indian Ocean Territory, Central African Republic, Christmas Island, Cocos (Keeling) Islands, Congo - Brazzaville, Congo - Kinshasa, Côte d'Ivoire, Eritrea, French Southern Territories, Iraq, Isle of Man, Kosovo, Lebanon, Liberia, Libya, Mali, Myanmar (Burma), Niger, Norfolk Island, Palestinian Territories, Pitcairn Islands, Russia, Saint Martin, Somalia, South Georgia & South Sandwich Islands, South Sudan, St. Pierre & Miquelon, Sudan, Svalbard & Jan Mayen, Tajikistan, Tokelau, Tristan da Cunha, Turkmenistan, U.S. Outlying Islands, Ukraine, Vatican City, Venezuela, Wallis & Futuna, Western Sahara, Yemen, Zimbabwe. 

We reserve the right to modify the foregoing list of countries to which we ship without notice. The location to which you request shipment will impact the duties and taxes applicable to your order, and may also impact arrival time due to carrier restrictions in certain regions. The shipping options that we provide, along with the corresponding shipping fees, are provided at checkout. Preorders ship according to the shipping details listed on the applicable product page. 

Our shipping services will be suspended due to warehouse closures on certain Colombian holidays. Please plan accordingly as Orders placed on these days will not be processed until the following business day. Once processed, Orders will be shipped via Courier. All risk of loss for and title to products purchased on the Sites passes to you upon our delivery of the Order to Courier.  

You will receive a shipping confirmation email containing your tracking number once your Order has been shipped. You can visit your account on the Sites to check the most up-to-date status of your Order. 

Shipping charges are non-refundable. If the delivery of an Order is refused or otherwise undeliverable, or if you return your order, you will be held responsible for the original shipping charges.

WHEN WILL MY ORDER BE PROCESSED?

All orders are processed and shipped from our warehouse in Cali-Colombia. We process orders Monday through Friday. Orders will be processed within 2-5 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends nor holydays.

To help ensure that your Order is properly delivered, please take care to enter your address fully and correctly, with correct abbreviations and spaces inserted properly. You will receive a notification when your Order is out for delivery. If delivery cannot be completed, the carrier will leave a note and will attempt to contact you by phone. After two failed attempts, you must contact the carrier in order to continue with the delivery. If the delivery of an Order is refused or otherwise undeliverable, you will be held responsible for the original shipping charges and the cost of returning the package to us. While you will obtain a refund for the purchase price of the product(s), all applicable shipping costs will be deducted from your refund.  

We take no responsibility, and you hereby acknowledge and agree that we shall not be liable to you in any way for, any delays or complications resulting from (1) your provision of incorrect information when placing an Order, (2) the carrier’s inability to complete delivery, or (3) any other matters relating to the shipment, transport, handling, or delivery of your Order after we have provided the Order to the carrier. 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Once you place your order, please allow 2-5 business days for it to be processed. After that, shipments in Colombia take 2-3 business days, and 5-15 business days for international shipments (depending on location).

WILL I BE CHARGED FOR TAXES AND CUSTOMS?

The prices shown on our site include VAT (For orders within Colombia).

For International Orders: Import taxes, duties, and related customs fees may be levied once your order reaches its final destination, and are determined by your country's customs office. Payment of these fees and taxes is your responsibility and will NOT be covered by us. We are not responsible for delays caused by your country's customs department. For more details on fees, please contact your local customs office.

Refund policy

HOW TO RETURN AN ITEM?

If you are not satisfied with your purchase and wish to return an item, please contact us within 15 days of receiving your order.

Include your order number and the reason for the return. Our Customer Service team will review your return request and, if approved, will send you further instructions.

Important: Returns are only accepted for full-price items purchased directly from ANDRES OTALORA SAS. We do not accept returns on promotional products or items purchased through authorized retailers.

Returned items must be in their original packaging, including all accessories and accompanying documentation.

Returned items must be unused, in the same condition in which they were sent to you, and in their original packaging. Items with stains, bent tags, broken seals, or torn plastic coverings will not be accepted. If the condition of the returned product is deemed unacceptable, we reserve the right to deny a refund or exchange.

Non-returnable items include products purchased through third-party retailers, incorrect items, and products damaged due to customer mishandling. Returns made without a receipt may be rejected.
ANDRES OTALORA SAS reserves the right to refuse any return.

RETURN SHIPPING COSTS

All shipping costs associated with returns or exchanges will be the responsibility of the customer. The shipping fee will be calculated and communicated by our Customer Service team once the process is initiated.

WHAT IF THE ITEMS YOU RECEIVED ARE DEFECTIVE, INCORRECT, OR DAMAGED? ARE YOU SIMPLY NOT SATISFIED WITH YOUR ORDER?

Please contact our Customer Service team to initiate the return or exchange process. You can reach us via WhatsApp at +57 318 046 8254 or by email at customerservice@andresotalora.com.
Include the following information:

• Order number
  
  
• Proof of purchase
  
  
• Video or photo of the damaged product (if applicable)
  
  
• Full shipping address
  
  
• Contact phone number
  
  

DISCOUNTS

Returns and refunds are not accepted for promotional or discounted products.
As an alternative, you may request an exchange for another available item, provided it meets the established conditions for exchanges.

EXCHANGES

We accept exchanges within 15 days of receiving the order. Only full-price items are eligible for exchange. Items must be unused, in perfect condition, and in their original packaging with original tags.
All exchanges are subject to inventory availability.

Important: Customers are responsible for all shipping costs associated with the exchange process. Our Customer Service team will calculate and confirm the shipping fee once the process is initiated.
To coordinate your exchange, contact us at customerservice@andresotalora.com.

HOW LONG DOES THE RETURN PROCESS TAKE?

The return process may take up to 30 business days from the moment we receive the item. Once processed, you will receive a confirmation email.

For defective items: A full refund, store credit, or exchange for another product may be granted, at the customer’s choice.

For non-defective items:

• If the item is full-price (not discounted), you may request a full refund, store credit, or exchange by stating the reason for the return.
• If the item was purchased on promotion or at a discounted price, only store credit or an exchange will apply—shipping costs not included.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original method of payment. If you paid by credit or debit card, the refund will be sent to your card-issuing bank within 30 business days of receiving the returned item. If you have questions about when the refund will be credited to your account, please contact your card issuer.

If you have not yet received your refund, please follow these steps:

• Contact your bank or credit card company. It may take some time before the refund is officially posted to your account.
  
  

HOW CAN I MODIFY OR CANCEL MY ORDER?

Please contact us as soon as possible at customerservice@andresotalora.com if you need to modify or cancel your order. Be sure to include your order number and the requested modification; we will confirm the change once it has been made.
Please note: Orders that have already been packed or shipped cannot be modified or canceled.