• The shipping fee is $15.000 COP per order. Free shipping is automatically applied at the checkout on orders starting at $950.000 COP.
• Once an order has been placed, it's not possible to combine it with other orders and ship in the same package. Each order will be charged, invoiced, and shipped separately.
• All orders are shipped through the carrier Coordinadora. Once the order is ready, the customer will receive an email with the tracking number to follow the shipment. Please take into account that it might take up to 1 business day to show updates from the carrier.
• Our estimated delivery time is 3-10 business days after the order is both placed and paid. This time may vary depending on weather conditions or any geopolitical issues that may come up beyond our control or the carrier's control.
• The estimated delivery time does not apply to promotions or special events in the industry when the delivery times may be extended. When applicable, it will be informed on the website.
• The delivery address provided by the customer should not be temporary addresses (like hotels). Please keep in mind that the Estimated Delivery Time might be compromised by external factors, so we strongly advise against using temporary addresses for shipping.
• It may be necessary to ship orders in two or more shipments. In that case, no extra shipping fees will be charged. Therefore, those will be assume by AGUA by Agua bendita.
• Due to commercial strategies, shipping may be free on specific occasions or under specific conditions. This will be announced within the website in current promotions.
• The customer is the sole responsible for the delivery address. AGUA by Agua Bendita is not responsible if an order can't be delivered or if it is delivered to the wrong address due to incorrect information provided by the customer.
• The customer must guarantee availability to receive the order at the delivery address provided in the purchase. The carrier is not allowed to leave the package at the front door. Someone must be able to receive the order and provide a signature.
• The carrier (Coordinadora) makes up to 3 delivery attempts. If the order can't be delivered, it will be returned to AGUA by Agua Bendita warehouse. The delivery attemps are up to the carrier company and cannot be controlled by AGUA by Agua Bendita.
• The customer can make claims regarding a non-delivered / lost package up to 5 business days after the delivery date stated by the carrier. Thereafter, claims will not be accepted and AGUA by Agua Bendita cannot be held responsible after that period.
• For orders stated as "delivered" by the carrier in the correct delivery address, AGUA by Agua Bendita will not be held responsible if the carrier provides delivery proof (photo or signature). If the carrier fails to provide delivery proof, AGUA by Agua Bendita will assume it and reach an agreement with the customer on whether to refund or ship the order again.
INCONVENIENCES TO DELIVER THE ORDER
A) If the order cannot be delivered due to the customer's reasons:
Wrong or incomplete shipping information, or due to no one being available to receive the package at the address, AGUA by Agua Bendita will try to reach out to the customer to change the address or establish a solution to deliver the order.
• Changes or corrections of addresses within the same city don't have an additional cost if the package has not reached all the delivery attempts by the carrier company.
• Address changes to different cities have an extra fee of $15.000 COP that the customer must pay to receive the order. Otherwise, the package will be left as abandonment by the carrier, and AGUA by Agua Bendita cannot be held responsible nor will refund the customer.
• Address changes to different countries are not available due to customs and carrier policies. The customer must provide an address within the same original country. Otherwise, the package will be left as abandonment by the carrier, and AGUA by Agua Bendita cannot be held responsible nor will refund the customer.
However, if the customer is unreachable, or doesn't reply on time (usually 2 business days); and the carrier ends up returning the order to the warehouse, AGUA by Agua Bendita will offer the following options to the customer:
1) The customer must provide accurate shipping information/guarantee availability to receive the order and pay $15.000 COP for the new shipment (or 4th delivery attempt if applicable) via a payment link provided by the Customer Care team.
2) The customer will be refunded for the order except for a shipping fee of $15.000 COP.
The customer has 7 calendar days to choose an option, otherwise, AGUA by Agua Bendita will automatically proceed to refund the order discounting the shipping fee (option #2).
B) If the order is not delivered due to reasons unrelated to the customer,
Within a period of thirty (30) calendar days, the customer can request a cancellation and a full refund (shipping fee included) at customercare@aguabendita.com . Once this request has been submitted, AGUA by Agua Bendita will issue the refund in no longer than 15 days.
In both cases, all refunds will be issued directly to the credit card used by the customer to place the order. Please keep in mind that, since the refund is executed, it may take up to 30 days for the bank to process the balance on your card.
If the payment method was PSE, the refund will be issued to the customer's Mercado Pago account, and the balance will be available within 1 business day after the refund is issued.
CHANGES OR CORRECTIONS TO THE SHIPPING ADDRESS
Must be requested from the same email address that issued the purchase. Please provide as soon as possible the order number, and complete information (address, indications, city, department, phone number) at customercare@aguabendita.com . Our Customer Care team will do everything possible to re-route or correct the delivery address and keep you posted about it. However, this will always depend on the order status, and AGUA by Agua Bendita cannot guarantee the change will be successfully applied.
• Changes or corrections of addresses within the same city don't have an additional cost if the package has not reached all the delivery attempts by the carrier company.
• Address changes to different cities have an extra fee of $15.000 COP that the customer must pay to receive the order. Otherwise, the package will be left as abandonment by the carrier and AGUA by Agua Bendita cannot be held responsible nor will refund the customer.
• Address changes to different countries are not available due to customs and carrier policies. The customer must provide an address within the same original country. Otherwise, the package will be left as abandonment by the carrier, and AGUA by Agua Bendita cannot be held responsible nor will refund the customer.
CHANGES OR CORRECTIONS REGARDING THE PURCHASED ITEMS
Such as quantity, size, or reference, must be requested from the same email address that issued the purchase. Please provide as soon as possible the order number, and complete information: which item is wrong, and what is exactly you are expectingto receive at customercare@aguabendita.com . Our Customer Care team will do everything possible to modify your order and keep you posted about it. This will always depend on the order status, and AGUA by Agua Bendita cannot guarantee the change will be successfully applied. In case it can't be modified on time, please refer to our 'returns and exchanges policy' here.
Please take into account our customer care team is available Monday to Friday (except holidays) from 8 A.M. to 6 P.M. Your request might take up to 1 business day to be attended.
Must be requested from the same email address that issued the purchase. Please place the cancellation request as soon as possible at customercare@aguabendita.com detailing the order number. Our Customer Care team will do everything possible to cancel the order. However, this will always depend on the order status. Since AGUA by Agua Bendita does its best to process and ship orders as soon as possible, is not guaranteed that the request will be successfully completed.
If the package was already shipped, the cancellation cannot be made. AGUA by Agua Bendita’s customer care team will contact the User via email in 1-2 business days to notify if it was possible or not to cancel the order the order.
If an order cancellation request cannot be successfully completed, the User can always request a return once the order is delivered. Please take into account shipping fees are not refunded in this type of situation. The return and refund policy can be checked here.
Please take into account our customer care team is available Monday to Friday (except holidays) from 8 A.M. to 6 P.M. . Your request might take up to 1 business day to be attended.
From the moment the payment is approved, the customer will receive several emails indicating the order status:
• Order Confirmation email: once the payment is approved.
• Electronic Invoice email: when the warehouse processes the order.
• Shipping Confirmation email: when the order is ready to be picked up by the carrier.
This last email contains the carrier and tracking number to follow the shipment.
In case there is more information required, delay, or any issues related to the order or shipment, our Customer Care team will reach out via email to inform the customer.
Also, the customer can create an account on the website (with the same email address used to purchase), and log in to access the details of the orders through the section "My Orders". On this page, the customer can see the details of previous orders, open/pending orders, and those that are still being shipped.