ONLINE PURCHASE TERMS AND CONDITIONS – ELLIPSE

DELIVERY TIMES: We process shipments through our partnered carrier, Coordinadora.

Our deliveries typically take 5 to 10 business days. We apologize if these times are exceeded due to the national emergency in the country, which is causing delays. We appreciate your understanding and patience.

RETURNS AND WARRANTY POLICY:

1. To initiate a return, it is essential to provide the original receipt or product label along with the buyer's identification number. (Applies to physical store purchases)
2. The maximum time frame for making returns is 30 days from the delivery date. Returns will not be accepted after 30 days under any circumstances.
3. The product must not be altered from its original state (cuts, embroidery, accessory application, or personalization done by the customer).
4. Applicable only for items purchased from www.ellipselingerie.com.
5. The garment must be clean and in good presentation condition.
6. Items on promotion, discounted items, outlet sales, as well as panties, bodies, accessories, personal use items, masks, and stockings are not eligible for returns.
7. Product warranty covers quality defects; it does not cover mishandling, misuse, or improper laundering of the garments.
8. According to consumer protection law 1480 of 2011, the right to retract a purchase applies within five (5) business days after receiving the product. The right of retraction applies if you request it within the stipulated timeframe.
9. DUE TO HYGIENE REASONS, OUR PANTIES AND BODIES CANNOT BE EXCHANGED OR RETURNED.

What is a quality issue?

1. Non-functional clasps or fasteners.
2. Unstitched seams.
3. Wires poking out.
4. Fasteners or hardware coming loose or falling off.
5. Fabrics with running threads.
6. Stains on fabrics or faded colors.
7. Shrinking.
8. Straps breaking.
9. Cups arriving from the factory with creases - not applicable to items washed improperly by the customer.
10. Incomplete garments

Washing and Care Recommendations for Garments:

1. Wash them gently by hand. Use cold water and liquid soap for delicate garments, without bleach or corrosive agents.
2. Do not soak or twist.
3. Dry in the shade. Avoid using hooks or clips that might damage lace and cups.
4. Take special care with cups and lace: Do not fold, iron, or twist them. Lay them flat to aid in drying.
5. Never use a dryer or washing machine, and avoid using hot water. Do not use a brush. When storing them in your closet, lay the cups flat and place one bra behind the other. Do not fold one cup over the other.

Returns and Exchanges

EXCHANGE PROCEDURE

1. The maximum period for making exchanges is 30 days from the delivery date of your order. After 30 days, no exchanges will be accepted under any circumstances.
2. To initiate an exchange, reach out to us via WhatsApp or leave your details in the 'Send us a message' button along with your order number and the reason for the exchange. Our dedicated representative will contact you to assist with your request.
3. Your first exchange is complimentary. We will guide you through the process when you submit your request. If you're still not satisfied with the new product and wish to make another exchange, the customer will bear the shipping cost. You should send the item back to our facility using a trackable and secured method to ensure a safe and documented delivery. Please use the original packaging or a suitable one to ensure the garment's protection. Label the package with the following information: RECEIVER DETAILS Legal Name: PRICAP S.A.S Address: Carrera 48 No. 98 A sur 500, Variante Caldas City: La Estrella, Antioquia SENDER DETAILS - Full Name - Phone Number - Complete Address - Ellipse Lingerie Order Number Ellipse Lingerie is not responsible for any lost return items. For a second exchange or any inquiries, feel free to contact us via WhatsApp or our online store chat.
4. Items for exchange will be dispatched once they are received, inspected, and approved by our quality assurance team.
5. The response time for exchanges is 30 days from the date of request.
6. The product must be in its original condition and unmodified (no cuts, embroidery, added accessories, or customer personalization).
7. The garment should be clean and in good presentation condition.
8. Items on promotion, with discounts, sold in outlets, as well as panties, bodies, accessories, face masks, stockings, or any personal use items are not eligible for exchange.
9. Our product warranty covers quality defects, but does not extend to misuse, improper handling, or incorrect washing of the garments. Approvals are subject to our quality assurance team. If a product warranty is not possible, you'll have the option of a refund or electronic voucher. The response time for warranty claims is 30 days.
10. If you have any further questions, feel free to reach out to us on our social media platforms, via WhatsApp, or in our online chat.
11. Electronic Voucher: Electronic vouchers are valid for 3 months from the date of issuance.
12. Our warranty period is 90 days from the moment you receive the product.

REFUND PROCEDURE

1. Refunds generated due to returns are accepted within 5 business days from the delivery date.
2. To request a refund, contact us via WhatsApp or the 'Chat' button on our ecommerce platform, mentioning 'refund due to purchase retraction.' Provide your order number, ID number, and the reason for requesting the refund.
3. Returned products must be unused, free from stains or washing, have all labels intact, and still have protective plastics attached. In other words, they must be in the condition received and in their original packaging.
4. Send the package back to the address: Carrera 48 No. 98 A sur 500, Variante Caldas, La Estrella (Ant), under the name of PRICAP S.A.S. Include your full name, phone number, complete address, and order number. We recommend using a traceable method to ensure safe and documented delivery to our facilities. Ellipse Lingerie is not responsible for any lost return items. The transportation cost for purchase retractions is borne by the customer.
5. Refunds will only be processed once the returned items are received, inspected, and approved by our quality assurance team.
6. The refund processing time is 30 days from the retraction request date, considering the date of receiving the product.
7. If the product does not meet the conditions for return or exchange, you will be informed via email of the reasons for not proceeding with the change or refund, and the product will be returned to the initial shipping address.
8. Note that products with applied discounts are considered final sale and are not eligible for refunds or exchanges. According to the Consumer Protection Law 1480 of 2011, the right to retract a purchase applies within five (5) business days after receiving the product.
9. Upon receiving the order at your location, it is essential that you or an authorized person be present to receive and thoroughly inspect the product. The recipient should verify the number of units received against the information on the carrier's guide before signing and confirm the package's good condition.
10. https://www.ellipselingerie.com delivers orders to your desired address within 5 to 10 business days, covering all municipalities in Colombia (subject to geographical restrictions), through our partner courier. For dispatch, the first day starts on the next business day after the purchase.
11. Deliveries cannot be scheduled at an exact time. If there is no one at the delivery address, the courier will make up to 3 additional delivery attempts. If delivery is not possible, the product will be returned to our warehouse, and we will contact you to arrange a new shipment. Please remember that purchases made on ellipselingerie.com.co cannot be picked up at our physical stores.

10% OFF FIRST PURCHASE DISCOUNT

Our valued customers will enjoy a 10% discount on their first purchase, which cannot be combined with other promotions. This offer is only applicable to full-priced products.

GIFT CARD Our GIFT CARDS are electronic vouchers created based on the requested amount, where both the sender and recipient are notified of the discount code to be used exclusively on our online store. Usage Mode: Enter the code in the 'Gift Card' box located in the payment section. The value of the GIFT CARD will be deducted only upon completing the purchase. If you wish to cover any remaining amount, we recommend using cash and debit cards. Please avoid using credit cards if possible.