Purchasing Policies
SHIPPING POLICIES
People who request shipments outside Colombia, your purchase may be subject to customs and nationalization costs. These costs vary depending on the country, therefore they are assumed by each customer who makes the purchase. Please before ordering make sure you are aware of your country's nationalization costs or import policies, before placing your order.
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 Medellin Colombia, the user will be informed of the status and amount of the refund.
The shipping time in transit can be from 15 to 20 calendar days, each office in each country has the right to extend these days, which may delay delivery a few more days.
It should be noted that the payment is confirmed the next business day after the purchase is made and from that day begins to count the days of delivery. 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 the facilities in Medellin, your order will be canceled and the process of return of money will begin after reviewing the costs of return of the shipment that are assumed by the customer.
Hours of Operation
Our shipping department is open Monday through Friday, from 9:30 am to 4:00 PM New York Time. We are closed on Colombian holidays.
To receive a response please allow approximately 2 calendar days for a response from us.
What if after making the purchase, I regret it and no longer want the product?
You have 12 hours to cancel the order after the purchase. If in the shipping process our team made the shipping guidelines with the shipping provider, it is not possible to make a full refund. We must proceed to deduct the shipping to refund the money.
My order did not arrive, what can I do?
1. Deliveries are made in a maximum period of 30 days, if in 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. Tracking of the waybill (Optional)
2. We will proceed to check what happened with your order and we will give you an answer within 2 business days.
The carrier tried to deliver the product 3 times and it was not delivered. What can I do?
1. Deliveries are made in a maximum period of 30 days, if in 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. Tracking of the waybill (Optional)
2. We will proceed to check what happened with your shipment and we will give you an answer within 2 business days.
3. If we find that the reasons for the delay are due to failed delivery attempts, we will proceed to wait for the product to return to Medellin. We proceed to generate a new shipping charge and once we receive the payment for the new shipment from the customer, we proceed to dispatch 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 packaging of the product arrived damaged or mistreated, what can I do?
1. Within our facilities we make sure that each product is packaged in the best way. If the box arrives with any damage you should not receive it and you 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. This is very important to leave it in writing to validate it with the carrier.
You must take a picture of the damaged product and attach it to the email you send us.
3. If you receive the product, we cannot be responsible for returns.
I received another product. Not the one I ordered. What can I do?
1. You must send an email to info@olivervelezstore.com. With a photo of the product informing what happened.
2. In response to this email within 2 working days, you will be given the instructions on how to proceed to receive the product you ordered.
What can I do if I received the product but I regretted it and I don't want it anymore?
Once the product arrives to you in perfect conditions it is not possible to return it. You can retract in the first 12 hours of the purchase.
I am being informed that I have to pay customs duties, what should I do?
Purchases made to be delivered outside Colombia may be subject to customs and nationalization 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 policies and costs of nationalization.
If you decide not to pay customs duties, the product will be returned to its country of origin. Once the product arrives back to the dispatch 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 the purchase through Oliver Velez Store, the operation is considered as perfected when the customer has accepted the conditions of the same, including the characteristics of the products to be sold and the payment of the same. The fulfillment of the same will be verified in the realization of the payment by the customer, and the delivery by Oliver Velez Store.
It is the customer's responsibility to make sure to open and check the product before receiving to full satisfaction and sign the delivery guide. If the product or box arrives with any physical damage, please refrain from receiving it and return it with the carrier, making the corresponding notation on the waybill. Therefore, once the delivery note 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 had not been announced when verifying the product received.
Notwithstanding the foregoing, it is clear that, in accordance with the laws in force, in the case of purchases made through the website, the Customer has a right of withdrawal, which may be effective within 5 calendar days from the date on which the product has been received. To make use of this legal right, the Customer must return the product to Oliver Velez Store in its factory packaging and protections, without having altered or manipulated the product, and in the same condition in which it was received. Transportation costs and 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 of exercise of the right of withdrawal, subject to the provisions herein and the provisions of the laws in force.