Della Terra

Where can I receive my package?

We can deliver your package to any address that you want (house, work, school & others).

How long will it take for my order to arrive?

We ship your order within 24 hours from the moment of purchase. For shipments within Colombia, the approximate delivery time is 2-3 business days for major cities and 5-7 business days for the rest of the country.

For international orders, we ship via DHL within 24 hours from the moment of purchase, and delivery times vary from country to country, with an average of 7-10 business days. Please note that we do not fulfill orders on weekends. Orders placed on Fridays after 2 pm, Saturdays, and Sundays will be processed on Monday.

DELLA TERRA is not responsible for charges of duties, taxes, or fees that may arise due to international shipments and/or customs in each country. These customs charges are the responsibility of the customer.

How much will the shipping cost me?

• FREE for orders over COP $150,000 in Colombia.
• For delivery within Colombia, it will cost COP $10,000 for orders below $100,000 COP.
• To the United States: $15.00 USD
• To Latin American countries: $17 USD
• To European countries: $22 USD
• Rest of the world: Shipping costs will be calculated at the end of the purchase based on your shipping address.
  (orders placed in a currency other than USD will be charged in USD)

Can I track my package?
Yes, you will receive an email with the tracking number once your item has been shipped.

Can I exchange my item for another?

Yes! We accept exchanges. You have a maximum period of 90 calendar days from the date of purchase to request an exchange.

To exchange any of the purchased products, you must present the invoice or order number through our customer service channels. Our customer service WhatsApp number is: (+57) 310 2378061, or you can contact us via email at hello@dellaterra.co.

*IF IT'S UNDER WARRANTY:

If any of our products show irregularities and all usage instructions were followed, and it meets the warranty period (90 days), you can report it through the contact link or via WhatsApp at the number (+57) 310 237 8061 during the hours of Monday to Friday from 8:00 a.m. to 4:00 p.m.

If the warranty applies, the customer experience executive will request some photographic evidence and proceed with the exchange as soon as possible, without the customer incurring in any costs or efforts.

Additionally, the customer will receive a 25% discount on their next purchase.

It's worth noting that the only exchanges allowed after usage or evidence of washing are for manufacturing defects, which are covered by the product warranty. This is applicable within 90 calendar days.

*IF IT'S NOT UNDER WARRANTY:

• The customer has 90 calendar days to process their exchange.
• The product must be in perfect condition, unused, and without any evidence of washing; otherwise, the exchange will not be processed.
• Product labels must not be removed; otherwise, the exchange will not be processed.
• Products on promotion or with a discount are not eligible for exchange, only as stipulated by the law.
• Exchanges will always be made for the value at which they were purchased. If the new product is of higher value, the customer will need to pay the difference.
• The customer must return the product to our facilities and will assume the cost of the return shipping.
• The address to return your items is: Cl. 24 #3 - 46, Comuna 3, Cali, Valle del Cauca

Once the exchange request is submitted, we will proceed to validate compliance of the established requirements. If the request is deemed appropriate, the customer will need to send the product to the address specified by our customer service executive, and the cost of this shipment will be borne by the customer.

To return the product, you can use the same packaging in which it was delivered or one of your preference. However, it's important to ensure that the packaging is suitable and preserves the product in perfect condition during the transportation process.

Once the product enters our facilities, we will proceed to validate if it qualifies for the exchange. The estimated response time is one business day.

Once the exchange is approved, you can choose between the following options:

1. Product exchange for products of equal value or higher. in case of exchange for a higher value item, the customer must pay the difference. The exchange is subject to availability in inventory. The transportation cost of shipping the merchandise from the warehouse to the customer's destination will be covered by DELLA TERRA.

2. Voucher for a new purchase at www.dellaterra.co

Can I return my item for a refund?

Yes! We accept returns. You have a maximum period of 15 calendar days from the date of purchase. According to the provisions of Colombian Law 1480 of 2011, the maximum period to exercise the right of withdrawal is five (5) business days from the delivery of the goods. DELLA TERRA will refund 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 send an email to hello@dellaterra.co, requesting the right of withdrawal, taking into account the following considerations:

1. In the case of the right of withdrawal, the customer will assume the cost of the return shipping, and the process will begin once the product is in our facilities.

2. The refund will be made once the product is in the warehouse and has completed its administrative process.

3. For electronic payments, the responsibility for refunding the money lies with the customer's bank if necessary.