Refund policy

CANCELATION POLICY

Purchase transactions on our website or social media can only be canceled within the first 12 hours of receiving the payment. Once we receive the order we begin working with it as soon as possible to assure a good turnaround time.  Therefore if you contact us past the first 12 hours is most probably that we already packed your order. With the exception of swimwear since it is handmade in Venezuela and it takes longer to process.

If within the period from when you make the order until we process the order for shipping, you understand that you do not want it, you can request a cancellation by sending an email to natasha@delmaryelsol.boutique or by text to 7879834223.

The email or text should include the following information:

1. Name of the person who made the order.

2. Mailing address, email, and phone number of the person who made the order.

3. Order number.

4. Date when the order was made.

5. Description of the product.

6. Reason for cancellation. 

Cancellations will only proceed if the order has not been packed or shipped. Once the order is shipped, we do not make cancellations.

If cancellation is approved, you get store credit for the same amount of the transaction, which you can use within the following 30 days.

For swimwear orders made on social media or by whatsapp app assistance that are not paid completely, once we receive the order and notify the client by text to the number they offer us, customers have 1 month to pay the balance due. If payment is not completed by that time, the order would be automatically canceled and customer will loose their deposit or payments they already did by that time. 

 

RETURNS & EXCHANGE POLICY

If you received a product that is damaged, you think is not what you order or is not your size, you can make a return request by email to natasha@delmaryelsol.boutique or by text to 7879834223, within a period of 3 days from the date you receive the product.

The email or text should include the following information:

  1. Name of the person who made the order.
  2. Mailing address, email, and phone number of the person who made the order.
  3. Order number.
  4. Order date.
  5. Date when the order was received.
  6. Description of the product.
  7. Reason for return. 
  8. Photos of the reason for the return, if applicable.

Once the request is received, the company will attend to it and evaluate it in a period of up to 5 days by its administrative staff. When the company authorizes it, the client may send the part for physical inspection, without this guaranteeing that the return will proceed. The shipment of the product must be made within 24 hours after the company responds by email or text.

The following rules will apply in all cases:

  • Request for returns will proceed, within 3 days, starting from the date the order was received. When the Company authorizes it, the client should send the product 24 hours, after the company responds by email or text. Shipping and handling costs will be covered by the client. 
  • The Company is not obligated to review exchange orders 3 days after the client has received the order. 
  • The products that may be exchanged must be in the same conditions as they were when shipped by the Company. The product cannot be used.  The price and/or brand label, decals, safety or hygiene stickers cannot have been removed, nor show the use of any kind, the product must be intact, without use, without odors, secretions, alterations, scratches, dents, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration.
  • In cases where the company authorizes the exchange or return, the customer will receive a credit to use it within 30 days from when it was granted and will pay for the shipment.
  • The Company reserves the right to launch special offers in which it explicitly states that it will not be subject to exchange. The foregoing means that it will not be subject to the aforementioned process.
  • In all cases, the client will cover shipping and handling costs.
THIS POLICY DOES NOT APPLY TO PRODUCTS THAT FOR HEALTH AND SAFETY REASONS WILL NOT BE RETURNED.
  1. Discounted or Seasonal Items in Sale CANNOT be returned or exchanged.
  2. Swimwear and Accessories such as earrings and toe rings CANNOT be returned or exchanged.