EXCHANGES AND RETURNS POLICY

PURCHASE INSTRUCTIONS

Buying in Delaquila is very easy! By following these simple steps you will be able to access the best and most detailed information on products and exclusive benefits of our store.

​Step 1. Choose the product you want by clicking on any of our categories or product icons that appear at the bottom of the website.

Step 2. When you find your product you can “add it to cart” if you want to buy it. Remember to select the specific characteristics of your order (color, quantity, etc.) before moving on to the next step.

Step 3. Finally, continue the purchase process as indicated on the page, step by step, until it is finished.

At that moment you will find a list with all your purchases and at the bottom you can already define the method of payment, shipping, view the final cost and place your order, click on “Pay”. You can also choose to use your national or international Debit or Credit card. Once Delaquila receives confirmation of payment, your order will be dispatched.

RETURNS & EXCHANGES

You can return an item for a refund within 10 days of delivery.

​RETURN ELIGIBILITY

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Items must be in new condition and original packaging in order to receive a refund (do not assemble or modify the product in any way). The few exceptions that cannot be returned include:

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• Clearance Items

•  Custom Items

• Items marked “Non-returnable” (clearly indicated on the sales page before placing your order)

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Please note that you will be responsible for return shipping costs. If you receive an item that has a problem, please report the problem through your Account.

If your item arrived damaged or faulty, we are happy to arrange a prompt replacement. With this option, returns are completely free, which means that we will cover the cost of return shipping.

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RETURN METHODS:

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1.  You can receive a full refund in the form of store credit. If necessary, we will pick up the item at a scheduled time. With this option, returns are completely free, which means that we will cover the cost of return shipping.

   2. You can also receive a full merchandise refund to your original payment method: all you need to do is return the item within 10 days of receiving the product. Return credits are issued within 48 hours once the item is received and inspected. Please note that with this option, you will be responsible for paying the carrier directly for return shipping costs.

SHIPPING INFORMATION

Shipment Tracking

​Enter the tracking number and we will validate the status of your order, we will send it to your email.

​Shipping to multiple addresses

We want to save you time, so we offer you the possibility to send products to more than one address within an order.

It’s easy to ship your order to multiple addresses. For each item you add to your shopping cart, you can select a recipient. You can also change a recipient during checkout. Simply enter an address for each recipient.

You can even change the shipping address for an item after your order has been placed by logging into My Account. To learn how to change a shipping address for an item or order, see “Change Shipping Address” in the “Managing Orders” section of the “Help & Information” page of the site. (Please note that unfortunately we will not be able to change the address on any item that has already been shipped out of the warehouse.)

Free Shipping?

To keep your costs low and our pricing simple, we provide free shipping or, in some cases, charge shipping per item. This charge, if applicable, is indicated on your quote

covers ground shipping within Colombia. We won’t surprise you with any hidden charges or handling fees.

Please refer to the chart below to understand the specific shipping rates for items that are included in our Shipping Policy:

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100$ USD = FREE SHIPPING!

​These amounts do not apply to bulk orders, applicable shipping charges, international fees, or sales taxes. Some items have specific shipping charges and are not eligible for the amount that qualifies for reduced shipping rates or free shipping.

We keep it simple: our prices are simple and all-inclusive, saving you time and energy.

 
WARRANTY

If the item you purchased has any quality or suitability issues, and you have complied with all care and washing recommendations, and the term of the warranty that has been offered to you has not expired, you can process your warranty request:

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WARRANTY REQUEST

Make the warranty request through www.delaquila.com, you must contact (+57) 310 7727432 or chat (from Monday to Friday from 8:00 am – 5:00 pm or Saturdays from 9:00 am – 12:00 pm), through our email contacto@aquilottostore.com, or through our website www.delaquila.com in the ‘Contact us’ option. You will be sent to fill out the Guarantee Request Form. In order to meet your request for effectiveness of the guarantee, we will proceed in the terms and according to the rules established in Title III, Chapter I in Law 1480 of 2011 – Consumer Protection Statute and Decree 735 of 2013.

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GUARANTEE TIMES OF OUR PRODUCTS

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PRODUCTS

• Vinyl = 15 days
• Mobile = 30 days
• Sheets = No change
• Duvets = No change
• Cushions = 10 days
• Amigurumi = 15 days
• Teethers = 10 days
• Blankets = No change
• Teppes = 30 days
• Poufs = 15 days
• Garlands = 10 days
• Sleeping bags = 30 days
• Bumpers = 15 days
• Storage Baskets = 15 days
• Playmat&go = 15 days
• Baby Playmat = 30 days
• Mats = 15 days
• Patterns = 15 days
• Pictures = 15 days
• Wall decorations = No change
• Shelves = 15 days
• Montesori bed house = 30 days

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PROCESS THAT WILL BE GIVEN TO YOUR GUARANTEE REQUEST

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1) Once the client has filled out the Guarantee Request Form, his request will be received and analyzed. The articles of the requests made will be picked up by the carrier at the agreed place and later delivered to the company in Bogotá. The cost of transportation will be assumed by DELAQUILA.

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2) The articles will be reviewed by our Quality Auditor, who will make the corresponding decision in accordance with the provisions of the regulations that regulate the matter.

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3) We will respond to the guarantee request in writing within 15 working days of its presentation (This period does not include the time necessary in the event that the repair of the item is viable). The effectiveness of the guarantee will be advanced in accordance with the rules contained in Law 1480 of 2011 and Decree 735 of 2013.

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4) Once an arrangement, change is authorized or the Quality Auditor determines that your request has been denied, the item will be dispatched to your address or registered address in the databases and the change will become effective within the following 2 months. .

Cordially

Delaquila Team.