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FAQ

The most common questions

  • Do the prices include VAT?
    The prices of all products in our virtual store already include VAT.
  • Do the prices include shipping costs?
    No, you will see the shipping cost itemized in the shopping bag. Please note that this cost varies based on the order amount and the delivery location.
  • What is the delivery time and cost?
    The delivery time is 2 to 7 business days, depending on the city where you request delivery. When filling out the shipping details, select the delivery city to see the estimated delivery time.
  • What if I want to change the delivery address or made a mistake during the purchase?
    For security reasons, the shipping address cannot be altered once the purchase is made. However, you can contact our customer service hotline via Whatsapp (+57) 310-7937936, and we will review your case.
  • Where can I contact if my order takes longer than usual?
    Contact our customer service hotline via Whatsapp (+57) 310-7937936, and we will review your case. Please note that tracking information for your order may take 24 to 48 hours to be available after you receive the shipping confirmation email. If more than 48 hours have passed and you still cannot track your order, contact us.
  • Can I pick up my product at a different address?
    No, currently you can only receive the product at the address provided during the purchase.
  • What warranty do our products have?
    We offer a warranty of 20 business days from the product delivery date. All our products are crafted to excellent qualitystandards and are fully guaranteed.
  • What should I do if my order arrives damaged, with the wrong product, or incomplete?
    Report the issue through our customer service hotline via Whatsapp (+57) 310-7937936, and we will review your case.
  • How to Repair a Product?
    Products have a legal warranty term for damage or defects of 15 business days from the purchase date, provided the user has followed the care and usage instructions in this document. Color De Esperanza will repair purchased pieces if they break or get damaged, and these repairs will be free if the piece is within its warranty period. Products without warranty or that have expired warranty can be sent to our stores for repair along with the corresponding invoice. Repairs will take place if the necessary pieces are in stock. Depending on each case, charges may apply for repairs and the shipment of the repaired piece. To request a repair, please contact us via Whatsapp (+57) 310-7937936.
  • What is your customer service hours?
    Our customer service hours are Monday to Friday from 9:00 a.m. to 5:30 p.m.
  • Can I exchange a product?
    You can request the return of your product according to the terms outlined in our returns and exchanges policy.
  • What special care do our products require?
    We recommend removing accessories when washing the garment. Avoid impacts and falls. Keep each piece in its original packaging. Clean with a soft, dry cloth. Avoid contact with water, perfumes, soaps, creams, detergents, or any other chemical products.
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