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Domestic orders (Colombia)

Our orders are shipped through the logistics company Melonn, which is responsible for the safe delivery of all our orders in Colombian territory through various carriers: Envía, Coordinadora, Servientrega, Deprisa, TCC, Domina.

NOTE: We do not ship to logistics centers, mailboxes, or freight forwarding offices. Purchase orders placed for these destinations will be automatically canceled by the system, and refunds will be issued within 30 calendar days. Refund processing times depend on the payment gateway used for the purchase.

The estimated standard delivery time nationwide is 3 to 5 business days. For same-day delivery, the logistics company Melonn dispatches with couriers. This delivery applies to certain products in the portfolio and is valid for Medellín, Cali, Bogotá, and Barranquilla.

These times may vary depending on promotions or special events.

PARCHITA PACIFLORA SAS reserves the right to cancel any order for which there is no inventory available on the date of shipment, and will inform the customer about said cancellation.

Internationally, our orders are shipped by the company FedEx carrier through the logistics operator Melonn , which is responsible for the safe delivery of the order.

Our delivery time is 7-10 business days, which may vary due to customs delays or hold-ups by local authorities and the shipping destination. These times do not apply to promotions or special events.

FedEx will attempt delivery up to two times . If delivery is unsuccessful, the shipment will be returned to Colombia and the customer will be responsible for the associated costs. Any reshipment request will incur an additional shipping charge.

Taxes and duties: The customer is responsible for any import taxes levied by their country, which are calculated by their country's customs authority. These taxes may vary, and FedEx will send the tax charge via email after your purchase. Tax-free allowances are set by each country's customs authorities. Please consult your local customs website for more information.

Important: At the moment, we do not ship to P.O. boxes.
We recommend using a direct delivery address

ORDER PROCESSING

Delivery times start counting from the shipping date, business days.

Once the customer completes the order on the website, they will receive an order confirmation email.

It is important to keep in mind that:
All shipments will be subject to payment verification and validation

of the merchandise in stock.

PACHITA PACIFLORA SA It will take between 1 and 2 business days for your order to be processed before it is shipped.

Once we ship your order, you will receive an email with a shipping notification containing your tracking number. This will be sent by the logistics company Melonn.

Deliveries cannot be made at an exact time as it depends on internal logistics and delivery route times for the transport companies.

If you have any concerns regarding the delivery of the product, you can contact:

PARCHITA PACIFLORA 's customer service line is via WhatsApp; you can write to us at +57 311 3796332 (during business hours).
Monday to Friday from 8:00 am to 7:00 pm) or through our email: info@parchita.com.co

On our website parchita.com.co in the 'Contact Us' form

For deliveries within Colombia, the product may be received and inspected by any adult residing at or present at the delivery address; their signature on the carrier's delivery slip will suffice. For units or buildings with a doorman, the doorman's signature will also be required.

If the product shows signs of damage or breakage to its packaging at the time of delivery, you must record this on the carrier's delivery slip as an observation, take a photo showing the damage, and contact:

You can contact PARCHITA PACIFLORA's Customer Service line at +57 311 3796332 (Monday to Friday, 8:00 am to 7:00 pm) or via email at info@parchita.com.co. You can also send us a PQR ( Petition, Complaint, or Claim) explaining what happened with your order.

1. Exchanges and returns for domestic purchases (Colombia)

If you made a purchase in Colombia, you can request an exchange of your item(s) within the next 30 calendar days after delivery of the order, as reported by the carrier's guide.

You can make the change in the following ways:

● By visiting any of our physical stores in the country.

● Contact us via our WhatsApp line (+57 311 3796332) to manage the change directly from your home.

2. Warranty returns

If your product has manufacturing defects or faults, you can make use of the legal guarantee within the following timeframes:

● 6 months for products such as handbags, wallets and shoulder bags.

● 3 months for footwear.

In these cases, we will evaluate the product to verify the cause of the defect. If confirmed, we may choose to replace the item, repair it free of charge, or issue a refund, depending on the circumstances. Warranty coverage will be provided in accordance with the regulations set forth in Law 1480 of 2011 and Decree 735 of 2013.

Please note that the product warranty is void in the following cases:

a. The detailed instructions on the packaging, manual, label and/or tag or those communicated by PARCHITA have not been followed.
b. If the garment has come into contact with deodorants, bleaches, detergents or chemicals that cause deterioration to fabrics.
c. If the product shows signs of alteration, modification, or evidence of misuse
d. The defect is solely due to natural wear and tear from product use.

3. Conditions for accepting an exchange or return

To be admitted, the article must meet the following conditions:

● Be in perfect condition: unused, unwashed, undamaged.

● Have all your original labels.

● Keep the original packaging and box.

● Please bring the exchange or return form, which you can request in advance by emailing info@parchita.com.co .

Important: If the package is returned without this form, it will be returned to the customer's address, who will assume the costs of the new shipment.

We are not responsible for items lost or damaged in transit, so we recommend keeping the carrier's waybill and properly securing the package.

In any case, PARCHITA reserves the right to approve or deny a return.

4. Exclusions

● No exchanges or returns are accepted on international purchases.

● Products purchased at a discount are considered "final sale" and are not eligible for return or exchange.

5. Timeframe and procedure

Once the customer submits their request and compliance with the conditions is verified, the support team will have up to 5 business days to confirm receipt of the request and coordinate the logistics of the exchange or return.

If the product is returned after 30 calendar days from its delivery, the package will be returned to the sender and the sender will have to assume the return shipping costs.

6. Right of Withdrawal

In accordance with the right of withdrawal established by Law 1480 of 2011, Article 47, the maximum period to exercise this right is five (5) business days from the date of delivery of the product. The product must be returned in the same condition in which you received it.

The following cases are excepted from the right of withdrawal:

1. In contracts for the supply of goods made to the consumer's specifications or clearly personalized;
2. In contracts for the supply of goods which, by their nature, cannot be returned or may deteriorate or expire rapidly;
3. In contracts for the acquisition of perishable goods;
4. In contracts for the acquisition of goods for personal use.

In this case, PARCHITA will proceed to refund the money and must return to the consumer all sums paid without any discounts or withholdings. In any case, the refund to the consumer may not exceed thirty (30) calendar days from the moment the right was exercised.

7. Payment Reversal.

A payment reversal may be requested if: the Consumer was the victim of fraud; the payment corresponds to a transaction not requested by the Consumer; the purchased product was not received or does not correspond to the one ordered, does not meet its inherent characteristics, or the delivered product is defective. To request a payment reversal, the Consumer must file a complaint with PARCHITA within five (5) business days following the date on which they became aware of the fraud, the unauthorized transaction, or the problem with the purchased product. The complaint to the supplier of the good or service must contain at least the following:

1. Express statement of the reasons that justify the request for reversal of payment.
2. Indication of the grounds that support the request, which must correspond to one of those regulated in Decree 587 of 2016.
3. Value for which the reversal is requested.
4. Identification of the bank account, credit card or payment instrument to which the transaction was charged.

Likewise, the Consumer must notify the issuer of the electronic payment instrument within the same five (5) business day period that the consumer has to file the complaint with the Company, indicating that they have fulfilled their obligation to return the item when applicable and providing proof of filing the complaint with the supplier. The notification must contain at least the following:
1. Express statement of the reasons that justify the request for reversal of payment.
2. Indication of the grounds that support the request, which must correspond to one or more of those indicated in Decree 578 of 2016.
3. Value for which the reversal is requested.
4. Identification of the transaction carried out with the indication of number, date and time if applicable.
5. Identification of the bank account, credit card or payment instrument to which the transaction was charged.
6. Proof of the complaint filed with the Company.

Within the same period of five (05) business days, the Consumer must inform PARCHITA that the item subject to reversion will be available for collection in the same condition and in the same place where it was received. PARCHITA will generate the necessary logistics for the Consumer to return the product subject to reversion in the same condition in which the Consumer received it.

PARCHITA must issue proof of submission of said complaint, indicating the date and grounds that support it.
In the event that the Consumer has requested a reversal of the payment and bad faith on the part of the Consumer is determined, the transaction claimed will be definitively charged to the Consumer and the Superintendency of Industry and Commerce may impose sanctions of up to fifty (50) current legal monthly minimum wages.

If the Consumer who wishes to reverse the payment is not the same holder of the payment instrument, the request to the issuer must be submitted by the holder of the financial product.

When the payment corresponds to several products, the Consumer may request a partial reversal of the payment for those products for which the request is made. In this case, the Consumer must clearly state which product and value is being requested for which reversal.

Once the complaint has been filed with PARCHITA and the reversal request has been submitted to the issuer of the payment instrument, the issuer of the payment instrument will have a period of fifteen (15) business days to make the reversal effective, in accordance with Decree 587 of 2016.

8. Events Beyond Our Control

We will not be liable for any failure or delay in the performance of any of the obligations assumed, when it is due to events that are outside our reasonable control ("Force Majeure Event").
Force Majeure Events will include any act, event, omission, or accident that is beyond our reasonable control, including but not limited to the following:
a. Strikes, lockouts or other protest actions.
b. Civil commotion, riot, invasion, terrorist threat or attack, war (declared or undeclared) or threat or preparations for war.
c. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or any other natural disaster.
d. Inability to use trains, ships, airplanes, motor transport or other means of transport, public or private.
e. Inability to use public or private telecommunications systems.
f. Acts, decrees, legislation, regulations or restrictions of any government or public authority.

Our obligations will be suspended for the duration of the Force Majeure Event, and we will be granted an extension of time to perform those obligations for a period equal to the duration of the Force Majeure Event. We will use all reasonable endeavors to bring the Force Majeure Event to an end or to find a solution that allows us to perform our obligations despite the Force Majeure Event.

9c South Street #50ff-71
Medellín, Antioquia

PBX: (+57) 4754470
Cell: +57 311 3796332

Date of modification: 19/06/2025