SHIPPING, EXCHANGE, AND RETURN POLICY

Shipping Worldwide Except United States:

- Free shipping for purchases over $150 USD
- Standard rate of $60 USD for purchases under $150 USD
Delivery within 20 to 40 business days

Shipping to the United States:

- For purchases under $50 USD, shipping cost is $5 USD
- Free shipping for purchases over $50 USD
Delivery within 3 to 7 business days

IMPORTANT:

Duties, Taxes, and Other Charges

At Dluchi Kaba LLC, we want to provide you with clear information regarding the shipping process for your order. Please note that our responsibility covers orders only until they leave our warehouse. Once the tracking number is generated, any issues related to delivery, such as delays, losses, theft, customs duties, tariffs, or damage during shipping, will be the responsibility of the shipping company or the corresponding customs authority. If your package is marked as delivered but you have not received it, you will need to file a claim directly with the shipping company, as orders are not insured. If you would like to purchase insurance for added peace of mind, please contact us at pqrs@dluchi.com or WhatsApp us at +57(301)250-5036, and we will gladly assist you.

Please note that if delivery times are extended due to external factors such as customs delays, customs holds, or shipping company delays, refunds will not be issued in such cases. Additionally, once the package arrives in the destination country, the customer is responsible for paying any customs duties, taxes, or other fees that may apply. These fees vary depending on the product and the country’s regulations. For more information, we recommend contacting your local customs office, as these charges are non-refundable.

It is also possible that customs authorities may temporarily hold the package as part of their processes. The duration of this process depends on the policies of each country and is unfortunately beyond our control. At Dluchi Kaba LLC, we are committed to making your experience as positive as possible. If you have any questions or need additional assistance, please don’t hesitate to reach out. We are here to help!

RETURNS

LUISA CHIMÁ SAS offers customers the possibility to request a return in the following circumstances:

- Incorrect product.
- Defective product.

Right of Withdrawal: Law 1480 (Consumer Statute) refers to the right of withdrawal in its article 47. We accept it in applicable cases and exceptions.

It does not apply to personal use goods, underwear, and swimwear.
For any type of return, the customer should contact pqrs@dluchi.com indicating their name and surname, ID number, delivery address, email address, phone number, and reason for the return.
Considering the following:
- The product must have 80% or more content to accept the claim.
- It is essential that the customer marks the product with their name and surname using a permanent marker, which will help us ensure that it is indeed the same product.

The Quality department will analyze and compare it with the retention standard or sample; if necessary, they will carry out the respective analyses to determine if the product is indeed defective. If the product meets all standards and is deemed acceptable by the Quality department, it will be returned to the customer with shipping costs (to be paid by the customer). If the product is found to be defective due to reasons exclusively attributable to LUISA CHIMÁ SAS, the company will send a new product at no cost. The Customer Service department will contact the customer to arrange the product exchange (for a new one). Within 5 business days following this communication, the correct product will be dispatched. The return and reordering costs of the new product will be borne by LUISA CHIMÁ SAS, as long as the fault was due to the company.

INCORRECT PRODUCT

When the customer receives a different product than what was ordered, they must request the exchange within 2 calendar days following the receipt of the product by emailing pqrs@dluchi.com including their name and surname, ID number, delivery address, email address, phone number, channel through which they made their order, and attaching images of the incorrect product.

It should be noted that the product must be in its original packaging.

PRODUCT TRANSITION NOTICE

During transition periods, a product may undergo updates in packaging, formula, labeling, or other features. As a result, customers may receive either the previous version or the updated one, depending on inventory rotation and logistics involved in the rollout. Please note that receiving either version is not considered a shipping error and does not qualify for a return, exchange, or claim. By placing an order, the customer acknowledges and agrees to this condition, understanding that they may receive either version during the transition phase.

REFUND

In the case of a refund for defective products or reasons attributable to the company, the customer will send the request to pqrs@dluchi.com attaching their bank certificate, ID, and full name.

The customer will receive the full amount within 15 calendar days following the acceptance of the claim.

If the reason for the refund is due to the customer making a mistake in the payment, LUISA CHIMÁ SAS will process the refund but will deduct the cost of 4x1000, legal withholdings, and banking transaction costs, and the remaining balance will be received within 15 calendar days following the acceptance of the claim.

SHIPPING:

D'Luchi Kaba has up to 7 days to dispatch products from its warehouse to the customer's address after payment.

If the shipping company is unable to deliver the shipment due to reasons attributable to the customer, the case will be treated as indicated in the returns section.

In the event that the purchase is made for a country outside of the United States, please note that the delivery time for most international shipping services is 20 to 30 days after the product is handed over to them. The fees include only the product price and the shipping cost, so if the package incurs taxes, this payment must be made by the buyer to receive the product; also, if in any case a customs agent is required to receive the package or to release it from customs in the destination country, these payments must be made by the customer (buyer). D'Luchi Kaba will NOT be responsible for these additional costs (taxes, customs agents, etc.).

UNDELIVERED PRODUCTS AND LACK OF CUSTOMER CLAIMS

1. Customer Responsibility:

- It is the customer’s responsibility to verify the status of their order and file any claims within the stipulated time frame if the order is not delivered.

2. Timeframe and Management of Unclaimed Orders:

- The customer has up to two months from the purchase date to claim undelivered orders.
- If the customer contacts us within one year and the order is still stored at the D'Luchi - Kaba facilities, they may request a reshipment, assuming all associated costs.
- After one year from the purchase date, unclaimed orders will be destroyed as part of the annual inventory closure, and no refunds or compensation will be provided.

3. Credit and Payment Policies :

- If the order was paid through payment methods such as credit cards, bank transfers, or deposits, and the claim was not made within the stipulated timeframe, no cancellations or refunds will apply.