Frequently Asked Questions
ORDERS
What size should I order?
Our products are designed with a roomy fit. To choose the correct size, please refer to the size guide on each product page, which also includes the model's height and the size they are wearing.
If you still have questions, our customer service team is available to advise you and recommend the best option based on your measurements. You can contact us directly here.
Do clothes shrink when washed?
No. All our garments are made with high-quality materials and controlled processes that minimize the risk of shrinkage.
What payment methods are accepted?
To make your shopping experience convenient and secure, we offer several payment methods:
- Mercado Pago : With credit and debit cards such as Visa, MasterCard and Diners Club.
- Bank transfer : A reliable and direct option.
- Digital payments : Through Yape and Plin, fast and secure.
All payments are processed through secure platforms, ensuring the security of your information in every transaction.
Is it safe to pay in your online store?
Our online store uses encrypted payment systems and recognized platforms that guarantee the protection of your personal and financial data. Your security when purchasing is one of our priorities.
Can I use a discount code on my purchase?
If you have a valid discount code, you can enter it at checkout before completing your purchase. The discount will be automatically applied to your order total.
Remember to check the conditions of each code, as some may be limited to specific products or dates.
Do you offer gift cards?
We have digital gift cards , ideal for giving as gifts.
You can choose the amount, and the recipient will receive an email with instructions for using it in our online store.
What happens if I receive the wrong product?
Although it's rare, if you receive an item different from the one you ordered, our team will work to resolve it immediately.
Simply contact us here , and we'll coordinate the exchange at no additional cost to you. We'll make sure to send you the correct product as quickly as possible.
Can I modify or cancel my order after I've paid for it?
Yes, as long as the order has not yet been processed. In that case, please contact us here as soon as possible, and our team will check to see if the change or cancellation is possible.
If the order has already been shipped, unfortunately it will not be possible to make changes.
SHIPPING
How long does it take to process and ship my order?
All orders are processed within 1 to 2 business days after purchase confirmation. Once shipped, delivery time will depend on the destination:
- Metropolitan Lima: Delivery usually takes between 1 and 2 business days .
- Provinces : Shipping may take 2-3 business days depending on exact location.
When your order ships, you'll receive an email with the tracking number so you can check the delivery status at any time.
How can I track my package?
Once your order is shipped, you'll receive an email with the tracking number and a direct link to the shipping company. From there, you can check the status and location of your package at any time.
If you have any issues with tracking or haven't received information, you can contact us directly here and we'll help you immediately.
Can I change the delivery address after placing my order?
Yes, you can update your address as long as the order hasn't shipped yet. In that case, contact us here as soon as possible and we'll make the change.
If the order has already been shipped, unfortunately it will not be possible to make the change.
Do you ship internationally?
We ship internationally through DHL , a reliable and secure service that guarantees delivery of your order in the shortest possible time.
Shipping costs and times vary depending on the destination country , and you'll be able to see them when you complete your purchase.
What happens if I'm not home when my order arrives?
If you are not at the indicated address at the time of delivery, the shipping company will make a second attempt or contact you to arrange a new delivery.
In some cases, your package may be sent to a nearby pickup location for you to pick up at a time that's most convenient for you.
EXCHANGES AND RETURNS
Can I return or exchange an item I purchased?
You can return or exchange any eligible item within 14 days of delivery , provided it is in its original condition, unused, and with all tags and packaging intact.
To start the process, contact our customer service team through our website, email, or phone, and we'll guide you through each step to make your return or exchange as seamless as possible.
For more details on conditions and exceptions, please see our Returns and Exchanges Policy.
Does it cost anything to make a return?
Return shipping costs are the customer's responsibility. However, if the item is defective or the error was ours, we will cover those costs.
For full terms and conditions, please review our Returns and Exchanges Policy or contact our customer service team, who will be happy to assist you.
What do I do if my size doesn't fit me well?
If the size you ordered doesn't fit as expected, you can request a size exchange within 14 days of delivery , as long as the item is in its original condition.
Our team will assist you with exchanges to help you find the right size. You can contact us directly here.
Which items cannot be returned or exchanged?
For hygiene reasons or special conditions, certain items may be excluded from exchanges and returns, such as sale items, clearance items, or personalized items.
These exceptions will always be indicated in the product description at the time of purchase.
How long does it take to process a refund?
Once your return is received and approved, your refund will be processed within approximately 3 to 5 business days , depending on the payment method used.
You will receive a confirmation email once the refund has been issued.
CUSTOMER EXPERIENCE
How can I contact the customer service team?
You can contact our customer service team through our website, email, or phone number.
Our team will be happy to help you with any questions.
Do you offer a warranty on your products?
All of our garments undergo rigorous quality control. In the event of a manufacturing defect, we offer a replacement or refund guarantee.
How should I care for my clothes to make them last longer?
To keep them in perfect condition, we recommend following the care instructions included on the label and on each product page. This way, you'll maintain their original shape, color, and texture for longer.