Refund policy


Our policy lasts 24 hours after receiving the product, so that the claim process begins; If this time elapses and the respective claim is not initiated, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, the item must be unused and in the same condition that you received it. A photographic record of the status of the order upon receipt will be requested. It must also be in its original packaging. It cannot be open or have cracks or deterioration in case of a refund of money or change.

Non-returnable or non-returnable additional products:

  • * Gift cards.
  • * Products already opened or partially consumed.
  • * Products with discounts or special rates applied.
  • * Products with less than 2 months of expiration date.

To complete your return or exchange, we require a receipt or proof of purchase, as well as all the information about the delivery of the order.

Refunds (where applicable)

In order for us to refund your money, they will only apply returns by bank transfer to Savings Bancolombia accounts or the return to the credit card account depending on the case on how it has been paid. Cash refunds are never made, and our deadline for returns can be extended up to 30 calendar days. Once your return is received and inspected, we will send an email or contact you to notify you that we have received your return. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed and will enter the payment queue.

Late or lost refunds (where applicable)

If you have not received your refund yet, please check your bank account again. Next step, contact your bank. It often takes some time before your refund is posted.

If you have followed all these steps and still have not received your refund, please contact us at

Sale items (where applicable)

Only regular priced items will be refunded, unfortunately sale items cannot be refunded or exchanged.

Changes (where applicable)

We only replace items that arrive damaged and the change is made for the same item, send us an email to, with the proper photographic records and information of what happened, after contacting you, send us the items that should be changed to the address of the store. Remember to attach the necessary information such as the data of the sender, contact number, among others.


To return your product, you must send it to our store.

You will be responsible for paying the shipping costs for the return of the item. Shipping costs are not refundable. If you receive a refund, the cost of shipping the return must be paid in advance, because upon receipt of the return we do not make any payment.

Depending on where you live, the time it takes to receive the exchanged product may vary.

If you are shipping an item over 100,000 COP, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your return and we must receive the entire shipment in perfect condition to proceed with the return of the money.