Shipping & delivery

Delivery time:


When will I receive my order?


The delivery time will start counting from the day the transaction is confirmed and may vary as follows:


  • Bogotá: usually, deliveries are carried out within a maximum of three (3) business days.
  • Colombia: our maximum delivery time is eight (8) business days unless an extraordinary situation occurs. Please note that if there are any updates or issues with your purchase, we will notify you via email or text message.
  • International destinations: international orders will be delivered within a maximum of fifteen (15) business days. However, please note that shipping times may vary depending on your destination.

Shipping cost:


How much will my shipping cost?


Bogotá and Colombia: the shipping cost will be covered by us.

International destinations: due to the fluctuation in rates, we cannot be held responsible for shipping costs. These will be calculated based on your location upon completing the order. We also cannot provide estimates for duties or taxes as this information varies from country to country. Therefore, you will be responsible for paying any duties or taxes deemed appropriate by the customs authority. Please contact your local customs office for more information.



Requests


We will take care of delivering your products to the address provided at the time of purchase. Please make sure to review the provided address carefully, as any inaccuracies or errors may cause delays in your order. Once we have delivered the product to the provided address, we cannot be held responsible for any losses or misplacements that may occur. However, we are committed to assisting you to the best of our abilities in resolving any issues that may arise.

If you have any concerns related to your order, please don't hesitate to contact us via email at info@carlocarrizosa.com or through our WhatsApp line: (+57) 320 941 3745 (available from Monday to Friday, 9 a.m. - 6 p.m., or Saturdays from 9 a.m. - 2 p.m. Colombia time). We will be delighted to assist you.



PRODUCT EXCHANGE AND RETURN POLICY: 


Customer satisfaction is of utmost importance to us, and we strive to provide you with the best quality and service. Therefore, please consider the following conditions when requesting an exchange for items purchased on the website or in the showroom:

  • We grant you a period of ten (10) calendar days from the day of product delivery to request an exchange.
  • You can only exchange your clothing pieces ONCE.
  • Exchanges are accepted for the following reasons:
  1. Manufacturing defects.
  2. Delivery of a different color, model, or size than the one selected.

Requirements for products to exercise the right to exchange or warranty:


We appreciate that, in order to exercise the right to an exchange or warranty, your products meet the following requirements:

  • The clothing piece must not have been worn.
  • The  clothing piece must have all its tags attached.
  • The clothing piece must not be dirty.
  • Not applicable to pieces with discount.
  • Not applicable to custom made pieces.
  • The clothing piece must not show traces of deodorants, perfumes, or makeup with chemicals that may discolor or damage the fabrics.
  • The clothing piece must not show traces of chemicals or bleach.
  • The clothing piece must not have any fading.
  • The clothing piece must not have been altered or modified by the consumer.
  • The fit of the clothing piece must be perfect.
  • The pleating, printing, or embroidery must not have inconsistencies due to washing, ironing, or tampering.
  • The clothing piece must be in perfect condition for resale to another customer.
  • The clothing piece must retain the original label.



Procedure to make exchanges:


If you wish to request an exchange for any of your products, please write to us at the following email address: info@carlocarrizosa.com, requesting the exchange of your product and providing the following information:

  • The invoice or order information (date, buyer's name, identification, order number, and a photo of the unused product).
  • The reason why you want to make the exchange.


REFUND POLICY:


The right of refund is the possibility that you, as a consumer, have to cancel your purchase and return the product to us in the same condition as you received it. It is only valid if you made your purchase through our digital channels, such as the website, Instagram, or WhatsApp.


Procedure to exercise the right of refund:

To exercise your right of refund, you have five (5) business days from the delivery of the product to request a refund by writing to the following email info@carlocarrizosa.com and providing us with the following information:

  • The invoice or order information (date, buyer's name, identification, order number, and a photo of the unused product).
  • The reason why you want a refund of your money.

Requirements for products to exercise the right of refund:


  • The clothing piece must be in perfect condition.
  • The clothing piece must not have been used.
  • The clothing piece must be suitable for resale to another customer.

It is important to note that when exercising your right of refund, you will be responsible for the transportation and other costs associated with the return of the product, such as financial costs or transaction fees (in payment gateways).

As a company, we have 15 business days to process the refund of your money. This right does not apply to products manufactured according to customer specifications or clearly personalized.



WARRANTY:


If any of our products have quality, suitability, safety, or functional issues, you can request its warranty.

​​Our products come with a six (6) month warranty from the date of purchase. The warranty period starts from the day we deliver the product to you.


Procedure to exercise the warranty:

To make a warranty claim, you need to send us an email to info@carlocarrizosa.com requesting the warranty for your product and providing the following information:

  • The invoice or order information (date, buyer's name, purchased product).
  • Attach a photo indicating the defect that is present in your product.

Once the request is submitted, we will contact you to provide instructions on how to return the product and continue with the process. In this case, we will cover the shipping costs. Once we receive the product, our specialized staff will inspect it and inform you of the technical reasons for approving or denying the warranty. If the warranty is denied, we will inform you of the reasons and return the product to you.

You should keep in mind that we will be exempt from providing the warranty if the following situations occur:


  • Force majeure or fortuitous events.
  • Acts of third parties.
  • Improper use on your part.

For this reason, we suggest that you carefully read/listen to the information we provide you through our customer service channels regarding suggested sizes, colors, and materials, and that you follow the usage and care instructions for your garments.

In the event that the warranty is fulfilled, we will inform you if the product can be repaired. If it cannot be repaired, you can choose between a refund in the form of store credit to be redeemed through any of our channels, a refund, or a brand new replacement product of the same kind.

If the product you purchased is not available at that time, you can choose between store credit to be redeemed through our sales channels or a refund of your money.



Glossary:


  • Buyer: Any individual or legal entity that, as the final recipient, acquires the products sold by Carlo Carrizosa SAS.
  • Product: Goods that are sold by Carlo Carrizosa SAS. Our products are artisanal, and therefore may present minimal variations between one reference and another.
  • Applicable Regulations: The provisions of Law 1480 of 2011 (Consumer Statute), complementary regulations, and all its modifications and additions, as well as what is established in this policy.
  • Claim: A request made by a buyer in order to exercise their rights that are recognized and outlined in the applicable regulations and within the parameters of this policy.
  • Right of Refund: It is the unilateral right of the buyer to terminate a sales contract at their discretion and without requiring the agreement or permission of the seller. In other words, it is the right of the buyer to change their mind about the purchase.