Purchasing Policies
SHIPPING POLICIES
If you request a shipment outside Colombia, your purchase may be subject to customs and import clearance costs. These costs vary depending on the country, so they are assumed by each customer who makes the purchase. Before placing your order, please make sure you are aware of your country's import clearance costs or import policies.
Please note:
Shipments that are refused by the user for non-payment of customs clearance will not receive a refund of shipping costs. After the package is received back in Medellín, Colombia, the user will be informed of the status and amount of the refund.
Transit time can be 15 to 20 calendar days. Each office in each country has the right to extend this time, which may delay delivery by a few more days.
Please note that payment is confirmed on the next business day after the purchase is made, and delivery time is counted from that day. Therefore, if payment is made on Friday, the next business day will be Monday.
If the order is not received at the delivery address indicated after three visits by the carrier, the product will be returned to our facilities in Medellín, your order will be canceled, and the refund process will begin after reviewing the return shipping costs, which are assumed by the customer.
Hours of Operation
Our shipping department is open Monday through Friday, from 9:30 a.m. to 4:00 p.m. New York time. We are closed on Colombian holidays.
Please allow 24 to 48 hours for a response from us.
What if I change my mind after making the purchase and no longer want the product?
You have 12 hours to cancel the order after the purchase. If our team has already created the shipping label with the carrier, a full refund is not possible. The shipping cost will be deducted from the refund.
My order hasn't arrived. What can I do?
1. Deliveries are made within a maximum of 30 days. If during this time you do not have clear information about your order, send an email to info@olivervelezstore.com with the following information::
a. Tracking number
b. Date of purchase
c. Waybill tracking history (optional)
2. We will check what happened with your order and give you an answer within 24 to 48 hours.
The carrier tried to deliver the product 3 times and it was not delivered. What can I do?
1. Deliveries are made within a maximum of 30 days. If during this time you do not have clear information about your order, send an email to info@olivervelezstore.com with the following information
a. Tracking number
b. Date of purchase
c. Waybill tracking history (optional)
2. We will check what happened with your shipment and give you an answer within 24 to 48 hours.
3. If we find that the delay is due to failed delivery attempts, we will wait for the product to return to Medellín. We will then issue a new shipping charge, and once we receive the customer's payment for the new shipment, we will ship the product.
a. If the customer does not make the new payment for the new shipment, the costs incurred in the return of the product by the carrier will be deducted from the payment of the product. The remaining amount will be refunded to the customer within a period of 2 weeks.
b. If the payment of this new shipment is accepted, a payment link is generated for this amount. Once the payment has been made, the product will be shipped again.
The product's packaging arrived dented or damaged. What can I do?
1. At our facilities, we make sure that each product is packed as well as possible. If the box arrives with any damage, you should not accept it and should immediately inform info@olivervelezstore.com that you did not receive the product because the packaging is in bad condition.
2. You must make clear in writing to the carrier the reasons why you are not receiving the box. It is very important to put this in writing so it can be validated with the carrier.
You must take a picture of the damaged product and attach it to the email you send us.
3. If you accept the product, we cannot be held responsible for returns.
I received a different product from the one I ordered. What can I do?
1. You must send an email to info@olivervelezstore.com with a photo of the product, explaining what happened.
2. Within 24 to 48 hours, we will reply to your email with instructions on how to receive the product you ordered.
What if I received the product but changed my mind and no longer want it?
Once the product has arrived in perfect condition, it cannot be returned. You can cancel your purchase within the first 12 hours.
I've been told I have to pay customs duties. What should I do?
Purchases made to be delivered outside Colombia may be subject to customs and import clearance costs. Each country has a different policy for each product. Therefore, these costs must be assumed by the customer making the purchase. Before placing an order you must make sure that you are aware of the import clearance policies and costs.
If you decide not to pay customs duties, the product will be returned to its country of origin. Once the product arrives back at our shipping offices we will proceed to refund the value of the product after applying the extra costs of returning the product.
RETURN AND/OR EXCHANGE POLICIES
In purchases made through Oliver Velez Store, the transaction is considered perfected when the customer has accepted its terms, including the characteristics of the products being sold and their payment. Fulfillment is verified when the customer makes the payment and Oliver Velez Store makes the delivery.
It is the customer's responsibility to open and check the product before accepting it to their full satisfaction and signing the waybill. If the product or box arrives with any physical damage, please refrain from accepting it and return it with the carrier, making the corresponding note on the waybill. Therefore, once the waybill has been signed, the shipped product will be considered accepted. From that moment on, there can be no claims for shortages or alleged nonconformities that were not reported when checking the product received.
Notwithstanding the foregoing, in accordance with the laws in force, for purchases made through the website the Customer has a right of withdrawal, which may be exercised within 5 calendar days of the date on which the product was received. To exercise this legal right, the Customer must return the product, at their own cost and risk, to Oliver Velez Store in its factory packaging and protections, without having altered or tampered with the product, and in the same condition in which it was received. Transportation costs and any other costs involved in returning the goods will be covered by the consumer.
Product returns are not accepted for reasons other than those provided by law in compliance with the warranty obligation. Oliver Velez Store is not obliged to exchange, replace, or refund money for reasons beyond its control and not attributable to Oliver Velez Store, except in cases where the right of withdrawal is exercised, subject to the provisions herein and to the laws in force.
