Frequently Asked Questions
📦 About returns (or when something doesn't go as expected)
We know that sometimes things don't go as we imagine. And that's okay.
You have 15 days from the time you receive your order to return it. We only ask that the item be returned in the same condition as it arrived: unworn, with tags, and in its original packaging. As if it had never left.
Keep your receipt or proof of purchase; it will be the thread that helps us follow the story.
To start the process, write to us at contactomilotorres@gmail.com .
Returns should be sent to:
CR 14E #32A-05, Soacha — Colombia. In the name of Camilo Torres.
If we accept your request, we will send you a shipping label and instructions to make the return trip easy.
(Important: We do not accept returns that arrive without having been requested beforehand, because consent matters in logistics as well).
💔 If something went wrong
Check it as soon as you receive it. If you notice any damage, defect, or confusion, write to us. We want to help you solve it, not argue about it.
🚫 Things that can't come back
Some products are not returnable: perishable items (food, flowers, plants), personalized items, personal care items, or those containing hazardous or flammable materials.
This also excludes items on sale or gift cards.
(Yes, it also hurts us to say "no," but sometimes it's necessary.)
🔁 If you prefer to change
The quickest way is to return the item and, once the return is accepted, make a new purchase.
Like starting from scratch, but with the lesson learned.
🇪🇺 If you are in the European Union
You have 14 days to cancel or return your order, no explanation needed. Just make sure the item is in the same condition as when you received it.
💸 About refunds
We will notify you when we receive your return. If everything is in order, we will process your refund within the following 10 business days , using the same payment method.
Banks sometimes move slower, so if it's been more than 15 business days , write to us. We won't leave your story unresolved.
💳 About how you pay (and how we take care of that moment)
We accept Visa, Mastercard, American Express, Mercado Pago (in Colombia) and PayPal (in the rest of the world).
We like to think of each payment as a form of trust, a small promise between you and us.
That's why we use secure, encrypted methods, with invisible layers of protection — so the only thing you have to worry about is waiting for what you ordered, not how you paid for it.
If you want to know all the technical details, we have those too, but we'd rather tell you this first:
Your purchase is safe, and so are you.
You know all the policies here.
💫 About changing your mind (because it happens, and that's okay)
We know that sometimes you click with your heart and then doubt sets in. If you need to modify or cancel your order, write to us within the first 12 hours .
We promise to read your message carefully and do everything we can to help you.
If you contact us within the first 4 hours , there's a better chance we can stop the shipment before the package begins its journey.
After that, it might be too late, but we'll still try, because we understand that sometimes changing your mind is also part of the process.
🌍 About our shipping (and other ways to reach you)
Yes, we ship worldwide. To almost every place where someone is waiting for a package with a little bit of excitement inside.
The costs and delivery times are calculated at the end, just before the click that sets everything in motion towards you.
If a product appears as out of stock , it's not goodbye, it's just that we can't ship it from your country (for now). The system knows this before we do, and that's why it won't let you add it to your cart.
But if he lets you do it, breathe easy: it will come.
No rain, disaster, or surprise wedding will stop us from knocking on your door.
Promised.
✨ How long does shipping take?
✨ Can I track my order?
Of course! 🌍💌
As soon as your order begins its journey, we will send you a tracking number by email. With it, you can follow its progress from this corner of the world to your door, right here: 🔗 Track your order .
Sometimes the carriers take their time updating the information, it hurts us, we know, but it's not your fault or ours... it's just the system of the world doing its thing.
Even so, don't worry: if we notice any delay or new development, we'll let you know before you have to write to us. We're always keeping an eye on things, gently nudging the universe to get your package to you soon. 🌫️📦
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