Shipping & returns

"Handling time" (or "dispatch window") means the period between our acceptance of your order and the hand-over of the package to the carrier. It is measured in business days: Monday to Friday, excluding Colombian public holidays. "Transit time" means the period the carrier takes to deliver after hand-over. We commit to handling time; transit time is outside our control and is not warranted.

We offer free shipping worldwide. This is economically possible for a small company only through order consolidation: rather than dispatching each order individually upon readiness, we group orders over a number of days and tender them to the carrier together, which allows us to negotiate volume rates. By selecting Free Shipping you accept this consolidation and the longer dispatch window it entails. If you prefer not to wait for a consolidated dispatch, select Standard or Express at checkout.

We make no representation, warranty, or guarantee as to the date your order will arrive. Delivery estimates displayed anywhere on the Site or by carriers are indicative only. Transit times vary with destination, carrier performance, customs processing, and season, and are not within our control.

What we commit to is our own performance: the handling time for the shipping method you select — the time from order acceptance to hand-over to the shipping company. When hand-over occurs, we provide you the tracking reference so you can follow the carrier's progress directly.

If you require the fastest possible dispatch, select Express Shipping: your order is tendered to the carrier within 24 hours of acceptance, weekends and public holidays excluded. Orders placed on a non-business day are treated as accepted on the next business day for the purpose of all dispatch windows.

We reserve the right to select the carrier for each shipment from among all available providers, based on destination, cost, and service quality. The carrier may differ between orders and from any carrier used for your previous orders, and carrier selection is not a term of the sale. A tracking reference is provided for every shipment at hand-over.

You are responsible for the accuracy and completeness of the delivery address and contact details you provide. Where delivery fails, or a shipment is returned, forfeited, or destroyed because of an incorrect or incomplete address, a failure to collect, or a refusal to accept delivery or pay applicable import charges, we may deduct the resulting carrier and re-shipping costs from any refund, and re-dispatch is at your cost. Risk in the goods passes to you upon delivery to the address provided.

International shipments may be subject to import duties, taxes, customs and brokerage fees levied by the destination country. As set out in section 8 of our terms & conditions, you act as the importer of record: those charges are your sole responsibility, are not included in our prices or shipping fees, and are not collected or refunded by us. Customs processing may add transit time; such delays are not a breach of this policy.

If your tracking shows no movement for an extended period, or a package arrives damaged, notify us at [email protected] within 7 days of the actual or last-estimated delivery date, including photographs of any damage and packaging. We will pursue the claim with the carrier on your behalf and, where loss or transit damage is established, replace the goods where stock allows or refund the order. Failure to notify us within a reasonable period may limit what the carrier — and therefore we — can recover, but does not affect rights that applicable consumer law grants you.

Dispatch windows may be extended by events beyond our reasonable control (force majeure — see section 17 of the terms & conditions), including carrier disruptions, customs actions, extreme weather, and public emergencies. Where such an event materially delays dispatch, we will inform you, and either party may cancel the affected order for a full refund of undelivered goods.

Returns are governed by section 10 of our terms & conditions: in summary, a 14-calendar-day change-of-mind window from delivery (unworn, unwashed, tags attached; return shipping at your cost), and repair, replacement, or refund at our cost for defective or non-conforming items. Contact [email protected] with your order number to initiate any return.

Questions about a shipment — [email protected], including your order number and tracking reference where available.