• All applicable duties, taxes, and fees assessed by customs are the customer's responsibility, so all of them are already included in the total amount of the order. AGUA by Agua Bendita guarantees the customer will not be required to pay any additional taxes/duties on delivery.
• Sales taxes, duties, and customs fees are determined based on the destination where the products will be delivered. These fees will be automatically applied at the checkout and will be charged to the customer within the purchase.
• This information applies only to orders shipped from AGUA by Agua Bendita to the customer. AGUA by Agua Bendita does not cover taxes or duties that may be charged due to returns. The customer is the sole responsible for taxes and duties related to returns.
• The shipping fee depends on the destination and can be confirmed at the checkout.
• 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 DHL. 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 5-10 business days after the order is both placed and paid. This time may vary depending on weather conditions, customs processes and requirements, and 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.
• If the carrier delivers the package and it's open or presents any strange or unusual conditions, the customer cannot accept it and immediately report this to AGUA by Agua Bendita. If the customer designates a delivery address where there is a reception (portería) or any third-party or person allowed to receive the package, this person or third party must be informed not to accept the package if it's open or presents any strange or unusual condition. If the package is received and the customer has any claims regarding missing items, AGUA by Agua Bendita cannot be held responsible, since claims cannot be filed to the carrier company.
• 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 assumed 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. Depending on your country's standards and DHL policies, the carrier might require someone to receive the order and provide a signature. We strongly advise you to make sure someone can receive the package at the shipping address. It doesn't have to be the customer itself, but someone at that address.
• The carrier (DHL) makes up to 2 delivery attempts. If the order can't be delivered, it will be returned to AGUA by Agua Bendita warehouse or left as abandonment by the carrier or customs.
• The customer can make claims regarding a non-delivered / lost package up to 30 days after the package was shipped, meaning, since the moment the carrier received it. 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, due to no one being available to receive the package at the address, or customs requesting more information to the customer, AGUA by Agua Bendita will try to reach out to the customer to change the address or establish a solution to deliver the order.
However, if the customer is unreachable, or doesn't reply on time; and either the carrier or the Department of Customs ends up retaining or leaving the package as abandonment, AGUA by Agua Bendita cannot be held responsible for the package's loss and the customer will not be refunded or shipped the order again.
The timing to solve the issues mentioned above is usually about 3 business days. However, this completely depends on the carrier and the Department of Customs. If the customer provides the information after a definitive determination was made by any of the third-parties involved, AGUA by Agua Bendita cannot be held responsible for the package's loss.
• 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 $30 USD 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.
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.
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 PayPal, the refund will be issued to the customer's PayPal 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 $30 USD 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 exactly you are expecting to 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 that our customer care team is available Monday to Friday (except holidays) from 8 A.M. to 6 P.M. (Colombian time). 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 that our customer care team is available Monday to Friday (except holidays) from 8 A.M. to 6 P.M. (Colombian time). 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.