Shipping & Returns
SHIPPING POLICY
PADOVA makes shipments to all municipalities in Colombian territory through Coordinadora Mercantil, which guarantees security and coverage, so that your purchase arrives at the address you want. For international purchases, PADOVA ships worldwide through FEDEX.
The dispatch time for both national and international shipments will be carried out in a maximum of seven (7) business days for products in stock, from which time the days of transport to the delivery address will begin to count; In the case of orders for products in the Pre-Order category, the delivery time will be a maximum of thirty (30) calendar days, from which time the days of transportation to the delivery address will begin to count; In the case of orders with products in stock and products from the Pre-Order category, they will be shipped as follows:
- Orders within Colombia: your products in stock will be shipped in a maximum of seven (7) business days, while your products in the Pre-Order category will be shipped later, in a second shipment, in a maximum of thirty (30) days calendar. The fact of receiving your order in two different offices will not generate extra costs on your order.
- Orders outside of Colombia: your entire order will be shipped in a maximum of thirty (30) calendar days, once your products from the Pre-Order category are ready to be shipped.
Once your order has been dispatched, you will receive a confirmation via email, confirming the dispatch as well as the tracking number.
Starting on December 1, 2023 and until December 31, 2023, product dispatch times will be a maximum of eight (8) business days for products in stock and 30 calendar days for Pre-Order products; Delivery times counted from the dispatch date may vary and will depend on the availability and commercial volume of our transport partner Coordinadora. During the period mentioned here, Padova SAS does not commit to delivering products before the days mentioned.
Delivery times
For purchases within Colombia, delivery times begin to count from the confirmation of the purchase by the PAY-U payment platform, which must approve the transaction according to the analysis of the data, which may take time. up to one business day. At the time of payment approval, you will receive an email with confirmation of the payment. For international purchases, shipping times begin counting from the confirmation of the purchase by our PayPal payment platform, which must approve the transaction according to the analysis of the data, which may take up to one day. skilled.
Please confirm that all shipping information is correct at the time of making your purchase, since for international shipments we will not be able to make address changes once your order has left our factory. PADOVA will not be responsible for errors in deliveries when the delivery address indicated in the order is not correct or has omitted information necessary for its location.
Deliveries cannot be made on an exact schedule. If you have any concerns with the delivery of the product, you can contact us through our email atencioncliente@padova.com.co, or on our website www.padova.com.co in the 'Contact' form to verify the status. of transportation.
The product may be received and inspected by any person of legal age who lives or is present at the place of delivery, for which the signature of the carrier's guide will be sufficient. If you do not sign the guide at the time of delivery, PADOVA SAS assumes receipt of the package, and is exempt from any damage or loss.
If the product has signs of damage or breaks in its packaging at the time of delivery, you must register it in the carrier's guide as an observation and contact us through our atencioncliente@padova.com.co, or at our website www.padova.com.co in the 'Contact' form.
Cost of delivery
The shipping cost will be determined in each particular case depending on the destination, weight and volume of the package. This value will be calculated in the purchase process and will be informed to you at the time of order settlement, before you make payment. For shipments in Colombian territory, the standard shipping value is $13,000 COP (Thirteen thousand pesos), if you select the pickup option in one of our PADOVA stores, there will be no shipping charge. For international shipping, the standard shipping value is approximately $25 USD (twenty-five US dollars).
Taxes and international orders (outside Colombia)
The shipping costs of the orders will be assumed by the customer. The applicable shipping cost will be shown in the total amount to pay, divided into a different line than the products. For international orders (all those made outside Colombian territory), PADOVA is not responsible for the payment of any tax or customs charges made at the time the package enters the country of final destination. Payment of any taxes and/or customs charges will be the responsibility of the customer, and will be necessary for the release and receipt of your purchase. Usually the courier or in some cases the customs corresponding to your country will notify you of these charges and request payment for them to receive the package.
CHANGE POLICIES
Exchanges or returns
When purchasing in our Padova stores in Cali or Bogotá , you must bring the item with you, presenting your purchase invoice, within a period of thirty (30) days after the date on which the purchase was made.
Purchases on our website , you must notify PADOVA about the return that will be made through our Contact form at www.padova.com.co or by email atencioncliente@padova.com.co. within a period of ten (10) days after delivery of the product (date of delivery of the same to the destination address).
- The garment must be returned to PADOVA with all its original packaging elements with which it was sent, including bags, boxes, labels, or others.
- The costs of this will be assumed as follows: the return of the product to PADOVA and the sending of the exchange will be assumed by the client, and PADOVA will assume the sending of the change in case the product meets all the criteria mentioned above if they correspond to it. reference or quality guarantee.
- When you deliver the product to the carrier, it must already be properly packaged and it is important that the packaging is appropriate according to the nature of the product so that it cannot be affected during the transportation process.
Once your package is received in PADOVA (Calle 19 # 1-30, Cali, 760010, Valle del Cauca, Colombia), PADOVA will have a period of between three (3) and seven (7) business days to check that its status is correct. the ideal one and apply for exchange/return, process your request and respond.
You must take into account the following criteria for your product to apply for exchange or return. If you do not comply with any of the following points, your product will not be eligible for exchange and will be returned to the initial delivery address:
- Promotional or discounted items do not have any change. These garments have one of the following conditions: repaired, remanufactured or discontinued, therefore, the legal guarantee will not be enforceable. Its sale is considered final sale.
- The garments in the Pre-Order section (made through the website) or as Special Order (made in stores) will not be exchanged, since they correspond to garments made at the customer's request.
- The product must not be modified or altered from its original state.
- The garment must be in good condition, clean and with its original tags.
- Exchanges of garments will always be made for the value at which they were purchased.
- Accessories, bathing suits, and cosmetics do not have change.
Once you have requested the return of your product, you can choose between the following options:
- Product change by size or color: the change will be subject to availability in inventory. In the event that the value of the new selected item is less than the item to be exchanged, the remaining balance will be sent in a digital voucher to be used in a new online purchase. If you want to make an exchange for a garment of greater value, you must pay the excess by bank transfer or through a payment link on the Pay-U and Mercado Pago platform (for Colombia) or PayPal (outside of Colombia). , this before shipping the new garment.
- Voucher or credit note to make a new purchase at padova.com.co (this voucher will be valid for 3 months).
- Money back (only applicable for warranty claims).
The times for the change, discriminated for each modality, according to the PADOVA policy are:
Product change due to size or color: it will be shipped within a maximum of seven (7) business days after receiving the product in our warehouse and from this moment the same times apply as for a normal delivery.
Voucher or credit note to make a new purchase at padova.com.co: it will be sent to your email maximum seven (7) business days after receiving the product in our warehouse.
Money back (applies only for reasons of warranty/quality claims):
- Through transfer: thirty (30) calendar days after receiving the product in our warehouse.
- Through payment reversal: thirty (30) calendar days after receiving the product in our warehouse. For purchases made outside of Colombia, only the reversal of the payment will apply and it will be made to the same means used for the initial order.
In the event that your product does not meet the criteria of our exchange and warranty policy:
We will inform you with an email of the reason why the exchange or warranty is not applicable and the product will be returned to the initial shipping address.
Exceptions:
You must keep in mind that: purchases made at Padova points of sale in Cali or Bogotá, or at any multi-brand store with the presence of the Padova brand, cannot be exchanged at www.padova.com.co .
Right of withdrawal