- SHIPPING
All shipments are made from the city of Medellín. It takes 4-8 business days to major cities, secondary cities may take 8-12 business days. The transporters we work with are Coordinadora, Deprisa and Interrapidisimo. In the event that these companies do not reach your location, we will adapt to the one you suggest. Shipping is free for purchases from $ 80,000, if it is less than this value, you would pay $ 9,000 for the value of the freight.
The addresses in Medellín are delivered within 1 to 2 business days.
- RETURN AND REFUND POLICY
You can return your purchase made in our online or physical store, within 30 days from the date of receipt of the package and we will refund the full value.
FOR RETURNS OR RETURNS PLEASE COMPLETE THE FOLLOWING FORM: EXCHANGES AND RETURNS
2.1 EXCHANGE AND GUARANTEE POLICY
Size or item changes may be made both in person at our store or through Customer Service by whatsapp, within 30 days from the date of receipt of the package. You can choose any exchange item, if it is of lesser value, the difference is returned, if it is of greater value, the customer gives the surplus of the money.
For exchanges and returns, the customer assumes the value of the shipment up to TRUE, and TRUE assumes the value of the return shipment to the customer's location.
2.2 WE DO NOT ACCEPT EXCHANGES OR RETURNS IN THE FOLLOWING CASES
If the garments have been damaged by misuse or neglect (exposure to chemicals, high heat, sharp objects, etc.) If the garment shows any signs of wear, bad smell, sweating, makeup, etc.
Due to bad washing or a different wash than the one required by the garment. For example, mixing a white garment with a colored garment or soaking a garment that is subjected to a dyeing process etc.
Promotional garments have no change. Stockings have no change.
The shelf life of any TRUE product depends on how you use it. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product will not be replaced.
2.3 PRODUCT RETURN INSTRUCTIONS
To return a product, follow these instructions:
Communicate by wp at 3105458640 and make sure you have the following information at hand:
Name and ID of who made the purchase
Order number
Order date
Pickup address
Phone number
Our team will indicate if your request is authorized according to our previously specified return policy.
If your request is authorized, you must send the package to the following address in Medellín, calle 10 # 36-14, Poblado, 101 floor, TRUE store.
Please make sure all items have the original tags.
- AVAILABILITY OF GARMENTS
Normally our website is updated with the availability of all references and sizes; however, inventory errors may occur and the garment you purchased is no longer available. In this case we will notify you via email, whatsapp or phone call and we will give you the option to choose another product or to receive a refund of your money.
- VERIFICATION OF PAYMENTS
Payments made by credit card must be previously verified. Eventually, the buyer will be asked to send us a photo of the cardholder's identity document to make said verification and in this way avoid fraud, identity theft and future problems with the bank.
- INFORMATION AND PERSONAL DATA PROCESSING POLICY
This website cares for and respects the personal data of users already registered in our database for purchases made through the online store (digital platform).
Personal information that is not relevant to us as a brand and to you as users will not be requested.
We will not share personal information with third parties.
However, and with the purpose of offering a better service, we could send promotional information about the brand.
GET IN TOUCH
If you have concerns with your shipments, or want to ask us a specific question, you can contact us quickly by whatsapp 310 545 86 40. Remember that our hours of operation by this means are from Monday to Saturday from 9 am to 6 pm.
SALES OUTSIDE OF COLOMBIA:
For those customers who are outside Colombia, including the United States and the European Union, the present T&C and our data policy will be applied in everything that does not go against the imperative norms of these countries. Consequently, issues such as right of withdrawal and other mandatory rules will be applied in accordance with the provisions of the Consumer Statute in force in the country of delivery of the goods at the time of the transaction.
STORES SERVICE HOURS:
Medellín Monday to Saturday 10 am - 8 pm, Sundays and holidays 11 am-6pm, wp 3105458640, Dir Calle 10 # 36 - 14 piso 1, Medellín, Antioquia