Where can I receive my package?
We can deliver your package to the address you prefer (home, work, school, etc.)

How long will it take for my order to arrive?
Our promise is to dispatch your order within 24 hours from the time of purchase (on business days). For shipments within Colombia, the approximate delivery time of the carriers once the order is dispatched is 2-3 business days for main cities, and 5-7 business days for the rest of the country.

Please note that we do not ship on weekends. Orders placed on Fridays after 12pm, Saturdays and Sundays will be processed on Monday.

**PLEASE NOTE THAT DURING PEAK SEASON DATES (NOV 20TH - DEC 31ST) ORDERS WILL TAKE ADDITIONAL DAYS DUE TO CARRIER BACKUPS DUE TO ORDER VOLUME.** Della Terra will honor its shipping policy but we cannot guarantee usual carrier times during these dates.

There will be no shipping on December 24th, 25th and 31st. Orders placed after noon on December 23rd will be shipped on December 26th. Orders placed after noon on December 30th will be shipped on January 2nd.

For international orders, we ship via DHL within 48 hours from the time of purchase (business days) and delivery times vary by country, and average 7-10 business days. DELLA TERRA is not responsible for any fees, taxes or duties generated by such international shipments and/or by the Customs of each country. These Customs charges are the responsibility of the customer.

How much will shipping cost me?

• FREE for any order within Colombia.
• To United States: $15.00 USD
• To Latin American countries: $17 USD
• To European countries: $22 USD
• Rest of the world: Shipping cost will be calculated at checkout based on your shipping address.
  (Currencies other than USD or COP will be charged in USD)

Will I be able to track my package?
Yes, you will receive an email with the tracking number once your item has been dispatched.

Can I exchange my item for another one?
Yes! We accept exchanges. Accounts must be returned within a maximum period of 90 calendar days after the date on which the purchase was made.

To exchange any of the purchased products, you must present an invoice or provide the ID number under which the transaction was registered in the customer service channels. Our WhatsApp customer service number is: (+57) 310 2378061 or via email to hello@dellaterra.co

*IF IT IS FOR WARRANTY:

If any of our products presents irregularities and all the instructions for use were followed and it complies with the times established in the guarantee (365 days), you can report it through the contact link or via WhatsApp to the number (+57) 310 237 8061 during business hours Monday through Friday from 8:00 a.m. to 4:00 p.m.

If the warranty applies, the Customer Experience Executive will ask you for some photographic evidence and will proceed with the change as soon as possible, without the customer having to incur any costs or efforts.

In turn, the customer will have a 25% discount on their next purchase.

It should be noted that the only changes allowed with use or evidence of washing are for an obvious factory defect, which is covered by the product warranty. For this, there are 365 calendar days, and refunds will not be accepted after the 15th day.

*IF NOT FOR WARRANTY:

•  The customer has 90 calendar days to process their change.
• The product must be in perfect condition, unused and without evidence of washing; otherwise, the exchange will not be processed.
• Labels must not be removed from the product, otherwise the exchange will not be processed.
• The original packaging must be kept.
• Promotional or discounted products are not eligible for exchange after 90 days, only as required by law.
• Exchanges will always be made for the value at which they were purchased. If the new product is of greater value, the customer must pay the difference.

Once the exchange request has been submitted, compliance with the established requirements will be validated and if it is approved, the customer must send the product to the address established by our customer service department and payment for this shipment will be assumed by the customer.

To return the product, you can use the same packaging in which it was delivered or the one of your choice. However, it must be kept in mind that the packaging must be suitable, so that the product is kept in perfect condition during the transport process. Transport is the responsibility of the customer.

Once the product enters our facilities, we will proceed to validate whether it qualifies for exchange and the estimated response time will be one business day.

Once the change is approved you can choose between the following options:

• Exchange for the same product in another size or for products of equal or higher value by paying the excess. The exchange will be subject to availability in the inventory. The cost of transport for the shipment of the merchandise from the warehouse to the customer's destination will be assumed by DELLA TERRA.
• Voucher for making a new purchase at www.dellaterra.co

Can I return my item for a refund?

Yes! We accept returns. According to Law 1480 of 2011, the maximum term to exercise the right of withdrawal is five (5) business days from the delivery of the goods. However, at DELLA TERRA you have 10 additional days to what is stipulated by law. DELLA TERRA will return the money to the consumer within a maximum period of thirty (30) calendar days from the moment the right was exercised.

To exercise your right, it is essential to write an email to hello@dellaterra.co, requesting to exercise the right of withdrawal, taking into account the following considerations:

• In the case of the right of withdrawal, the customer will assume the cost of the return freight, and the process will begin once the product is at the company's facilities and it is verified that the garments are in their original condition.
• The refund will be made once the product is in the warehouse and the administrative process has been completed.
• For electronic payments, the responsibility for returning the money falls on the customer's bank if necessary.

*Clothes purchased at a discount are final sale and do not apply for refunds or exchanges outside the time periods stipulated by law*