Customer service

1. During the contingency we are dispatching from a SINGLE POINT in Bogotá through Fedex and Servbinetega.

Since the vast majority of direct and associated personnel are in quarantine and temporarily we have less human resources, we are dispatching from a single point in Bogotá with personnel who have their proper permits endorsed by the national government. Following the WHO protocol, everything is coming out disinfected, the transporters are taking all the biosecurity measures, however, it is advisable to immediately dispose of the protective packaging as soon as the gift is received.

Current delivery time

Bogotá: 1-2 business days (example: if you order on Monday it will be delivered on Tuesday, if you order on Friday it will be delivered until Monday)

Other cities: 2-3 business days via Fedex and Servquilerga. Municipalities can take up to 4 business days since the logistics system throughout the country is saturated. Thank you for your patience.

Thank you for your patience, God bless and protect you. "This too will pass."

Contact us:

Phone:

Bogotá, Colombia: +57 (1) 806-5035

E-mail: gifts@regalosacolombia.com.co

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POLICIES APPLICABLE TO ANY SALE


The client accepts and acknowledges these policies when making the purchase:

It is understood that when purchasing any of our products, the client accepts the specified delivery terms, conditions and policies. At all times, compliance with our agreements will be verified under the understanding that there will be external agents (transport company, airline, courier, etc.) that may prevent us from fulfilling our purpose. However, any unforeseen event will be resolved by the administrative area of ​​REGALOSACOLOMBIA.COM.CO with responsibility and immediacy.

Likewise, we inform our users of our commitment, referring to the following points that will help us offer a better service to achieve the entire satisfaction of our customers.

We would appreciate taking into consideration the following conditions:

The presentation may have small variations depending on the availability of the packaging materials, but always preserving or improving the quality and proportions.

a. DELIVERY SCHEDULES

Our home delivery service undertakes to deliver the gift at the agreed address, on the day requested by the client, as long as it is ordered in the necessary time frames, as specified for each product, since depending on of the same and the destination change delivery times. For logistical reasons it is impossible for us to commit to an exact time. All products are delivered within the day from 7 a.m. at 7 p.m. according to a pre-established route; offices from 8:00 a.m. at 5 p.m. and residences from 7:00 a.m. at 7:00 p.m .; The delivery times suggested by the client are timely and not mandatory, due to the intense traffic in our cities for various reasons, such as marches, demonstrations, accidents, works, excess traffic, blockades, etc., we cannot guarantee you an exact delivery time, however we will do our best to ensure that our service has the quality you expect, since your trust depends largely on the punctuality of our service.

b.PRODUCTS MARKED "AVAILABLE FOR SAME DAY DELIVERY": Products that are marked in the Store as "Available for same day delivery" that are ordered and settled BEFORE 2 pm (Business Days) can be delivered the same business day as requested; gifts cleared after 2pm. They can be delivered the next business day.

c. PRODUCTS MARKED "AVAILABLE FOR NEXT BUSINESS DAY DELIVERY" :

All products that are marked in the Store as "Available for delivery next business day" that are ordered and settled BEFORE 4 pm, can be delivered the next business day; gifts cleared after 4 p.m. they can be delivered in two business days; However, if logistically it is possible to deliver it, we will do it in one day. In any case, the Client will be consulted previously.

d. DELIVERIES ON SUNDAYS

The only Sundays of the year in which we deliver are on Special dates (Mother's Day, Father's Day, Christmas, New Year, etc) : For these days it is recommended to send your orders as far in advance as possible to ensure the availability of the flowers or other types of packages requested, and a timely delivery. In order for the order to be delivered on Mother's Day and / or Father's Day, it must be settled and confirmed no later than the immediately preceding Saturday before 12 noon.

e. DELIVERIES ON SATURDAY Products with availability for delivery the same day, ordered and settled BEFORE 10 am, can be delivered on Saturday, those settled after 10 am can be delivered the next business day , or Sunday in the case of a Party such as MOTHER'S DAY, FATHER'S DAY, CHRISTMAS, NEW YEAR, etc.

f. DELIVERIES IN SEPARATED MUNICIPALITIES WITH DIFFICULT ACCESS: Atlántico, Bolívar, Guajira, Putumayo, Vichada, Casanare, Caquetá, etc. it may take up to 8 business days. (Consult before ordering for more information)

g. DELIVERIES IN SAN ANDRES ISLANDS: It is extremely difficult to get gifts to San Andrés since it is an island and there are restrictions for the entry of flowers, food, plants and non-perishable items; However, we offer you the delivery service of dry products (example: Combos with stuffed animals, baskets of chocolates, gourmet, liquors, balloons, etc.) which are sent from Bogotá. The delivery time can be up to 8 business days and you will have to pay a small extra cost which you will be informed depending on the type of gift you want to send.

h. IMPOSSIBILITY OF DELIVERY ON HOLIDAYS: Please check the calendar before ordering, since unfortunately we cannot provide the gift delivery service on holidays as logistics In Colombia it is practically paralyzed on those days, making the operation extremely difficult, so we definitely prefer not to offer you the service.

2. DELIVERY INFORMATION

The client must provide the necessary information of the recipient, so in the absence of data or error, the company will not be responsible. In the event that the client provides incorrect recipient data including personal data or address, the gift will be returned to our facilities, informing the client of the situation and a second delivery attempt will be made during the day.Due to the fact that our routes have schedules to comply with the scheduled deliveries, when there is no one who can receive it at that address or having tried to deliver it without success for more than 15 minutes in the agreed place, the following will be done: < / p>

Step 1) Call the recipient

Step 2) Deliver it to Reception, if there is

Step 3) If it is not possible to find someone to receive the gift, we try to deliver the next day.

In the remote but probable case that the recipient refuses to receive the gift, it is necessary for the customer to bear the cost of the next shipment.


3. CANCELLATIONS, REPLACEMENTS, REFUNDS, CLAIMS


3.1 CANCELLATIONS and RETURNS

It is possible to cancel the order, as long as the order has not been dispatched.

3.2 CLAIMS

In case of a problem regarding the quality of the flowers or any package, you have 48 hours from the delivery of your order for any complaint or clarification. Complaints should preferably be made in writing by e-mail to our address at gifts@regalosacolombia.com.co in order to provide a quick follow-up and timely solution.

No doubt, that in the event that there is an error on our part, we will offer an immediate solution to you as a customer, which will range from the delivery of another product of the same value completely free, to the refund of your money, depending on the case , since our commitment goes beyond the exchange of products for money. We are here to network, solve, make friends and be at peace with everyone, not to argue.

3.2 RETURNS AND REFUNDS

  • If you are not 100% satisfied with your purchase, it is your right to make a return, and receive another product or a refund of your money. You can make the request within 48 hours of receipt of the product. Products that are returned must be in the same condition in which they were received.

4. PRICES

  • All our prices include home delivery and two delivery attempts.

  • All our prices include gift packaging with a bow and a card.

  • All our prices include the commission of the online payment processor


5. GUARANTEE

  • Flores REGALOSACOLOMBIA.COM.CO guarantees (in the case of flower arrangements) that your arrangement will remain fresh for seven days after delivery (The company, once the flowers are delivered, is not responsible for the care not appropriate of these). In the event that this is not the case, the maximum and sole responsibility of the Company will be the delivery of a similar or equivalent flower arrangement, as soon as it is reasonably feasible (Restrictions apply on some flowers). The shape may vary as it is a handmade product with natural elements.

  • Chocolate Cakes and Strawberries: To guarantee the quality and freshness of the cakes, they are made in the morning and delivered in the afternoon. Due to quality assurance, it is not possible to deliver in the morning hours.

  • All other gifts: The shape and model may vary, always keeping or improving the proportions, quantities, colors, size and quality

Any question or clarification please contact us.
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