Refund policy
Returns & Exchanges
To make a change of garment, the product must have been purchased at www.encantadore.com, be unused, without dirt or washing, with all labels and protective labels in the state in which you received them. In no case will returns be accepted if the integrity of the product has been altered.
The return must be made within less than 10 calendar days after receiving the product.
The user will assume the shipping values related to the change.
Any product purchased at a discount is considered a final sale and cannot be exchanged. Any merchandise returned to Encantadore after the allowed time outlined in these Terms will be returned to the customer and an additional shipping fee will be charged.
To start the returns process, please contact our customer service team by sending an email: info@encantadore.com indicating your full contact details, your order number, and the reason for the return.
Exchange items will be shipped after the returned item is received and approved for exchange. Changes will be processed within 5 business days of receipt. Changes will be subject to product availability. If the item requested for an exchange has been discontinued and we are unable to fulfill your request, we will notify you via email.
If an item you requested for an exchange is delayed, we will notify you by email.
We reserve the right to refuse service to anyone who, in our opinion, makes excessive returns or exchanges. In the event of a return of order outside of Colombian territory, the customer must return the product assuming the customs, taxes, and shipping costs. If you have any questions, feel free to contact us at info@encantadore.com
About the Right of Withdrawal
According to Law 1480 of 2011, the Right of Withdrawal is only applicable for sales through financing systems or our website. However, this right does not apply when you are in the presence of products made for personal use, such as underwear and bathing suits.
For products other than those for personal use, the Right of Withdrawal must be exercised within no more than five (5) business days following the delivery of the product.
To exercise this right, you must inform yourself by submitting a formal request, in writing, sent to our email info@encantadore.com indicating that it will be exercised and likewise our support team will indicate the step to follow to exercise your right. The refund of the money will be made within a maximum period of 30 calendar days from the receipt of the garment.
To exercise the right of withdrawal, the product must have been purchased at www.encantadore.com, be unused, without dirt or washing, with all labels and protective labels in the state in which they were received. The return of the garment must be made within less than 5 calendar days after receiving the instructions by email from our support team. The customer will assume the shipping values related to the return.