RETURNS AND EXCHANGES
Previous recommendations
Please make sure you wear appropriate undergarments when trying on the merchandise.
If you want a store credit, exchanges or refund, please note that the products that don’t have original tags and hygienic liners in place, are damaged, laundered in any way, soiled, worn, damaged, have deodorant stains, smoke damage or a musty odor damaged will not be taken back. (No exceptions will be made). If we receive merchandise in this condition it will be returned to you at your expense, as we can no longer re-sell the merchandise.
General information
If you are not 100% satisfied with your purchase, you can either return your order for a store credit, exchange it for something else, or refund.
Returned or exchanged products must be unworn, unsoiled or laundered, with all ticketing, tags and protective shields attached, in the condition you received them and in the original box and/or packaging.
Any merchandise returned to Turcuá after the allowed time stated in our policy, will be returned to the customer and an additional shipping fee will be charged.
We reserve the right to refuse service to anyone who, in our opinion, makes excessive returns or exchanges.
Returns for store credit, exchanges or refund must be addressed to:
Turcuá Swimwear S.A.S.
Carrera 35 No 19-620, Int 1701
Medellín, Antioquia, Colombia
Zip Code 050016
Ph. +(57) 312-7945435
SHIPPING, RETURNS & EXCHANGES RATES
COLOMBIA
FREE Shipping and Return on orders over COP $100.000*
*In case of exchange, the first return is FREE, the second shipment must be paid by the buyer.
On orders up to COP $100.000
Medellín: COP $5.000 per transit
Rest of Colombia: COP $8.000 per transit
REST OF THE WORLD
FREE Shipping and Returns on orders over USD $100.00*
*In case of exchange, the first return is FREE, the second shipment must be paid by the buyer (USD $20.00 approx).
USD $20.00 approx. on orders up to USD $100.00
For Store Credit and Exchange:
Return are accepted within 30 days from the delivery date.
- Write to info@turcua.co telling us that you want to make an exchange or get a store credit, please let us know the reasons you have for your return. Any feedback will always help us improve.
- As soon as you get an Authorization Number, send the package back to us at the address listed above via collect method. The Return Label will be sent to you with the Authorization Number. You will have 7 days to return authorized products.
- Be sure to include the Authorization Number with your name, address and order number or customer number, indicating the items you are returning and any other pertinent information.
- Store credits will not be made until the returned item is received and approved for the credit.
- Store credits usually take between 2 to 5 business days from the date we receive your item(s). We will email you the Store Credit Code so you can use it in Turcuá Store or our website, and will last 90 days.
- Exchanges will be processed within 3 business days of being received.
- In the event that an item you requested for an exchange is backordered, we will notify you of the possible delay via email. We will also contact you via email if the item requested for an exchange has been discontinued and we are not able to fulfill your request.
For Refund:
Return are accepted within 10 days from the delivery date.
- Write to info@turcua.co telling us you are not satisfy with your products and that you want your money back, please let us know the reasons you have for your return. Any feedback will always help us improve.
- As soon as you get an Authorization Number, send the package back to us at the address listed above via Collect method. The Return Label will be sent to you with the Authorization Number. You will have 7 days to return authorized products.
- Be sure to include the Authorization Number with your name, address and order number or customer number, indicating the items you are returning.
- Refund will not be made until the returned item is received and approved. It usually takes between 5 to 10 business days from the date we receive your item(s).
If you have any other question, feel free to contact us at info@turcua.co