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FAQs

FAQs

PAYMENT

WHAT ARE THE AVAILABLE PAYMENT METHODS?

We offer you different payment methods so you are able to choose which is more convenient. Please, find them available in the PAYMENT METHODS section located on the home page.

Domestic payment methods: Efecty, Baloto and bank referenced (code through the following banks: Banco de Bogotá, Davivienda and Bancolombia), PSE payments, Codensa Easy Credit Card and Debit Cards.

International payment methods: Visa, MasterCard, Diners Club and American Express.

CAN I USE A CARD ISSUED ABROAD?

Our website allows you to make transactions with international credit cards, however, please note that the approval of your transaction will depend on the rights assigned to you by your bank.

CAN I RESERVE A PRODUCT?

For you who want to look dazzling and always fashionable, we have created our layaway system in which you have up to 60 days to purchase the product you want.

Please, contact us directly through our WhatsApp number 57 3105101404, or email us at info@andrearuizbags.com or leave us a message in our website with your request.

DELIVERIES

WHEN WILL I RECEIVE MY ORDER?   

At the end of the purchase process, we will send you an email confirming the start of the shipping process and delivery time of your order.

All our products are handmade by our artisans in very small batches for ANDREA RUIZ’s customers. This is how we can ensure the sustainability of production, avoiding any waste, and the uniqueness of each item, which is crafted just for you.  

Please note that if you would like a customized piece (e.g. different color, different leather) the production time varies by item. We suggest you contact us at info@andrearuizbags.com if you would like a feedback from the artisan on exact production time. ANDREA RUIZ’s collection includes some highly unique pieces (e.g. hand-painted, hand-woven or limited edition products) which require up to 2 months to be produced.

Please note that delivery period varies depending on your location and can be longer than expected due to an invalid address, customs clearance procedures, or other unexpected causes.

Once your order is ready to be shipped, we will send an email with specific tracking information of your parcel(s).

In the event that the product is available, our promise of delivery begins once the payment is made and the purchase is activated as approved. The shipping time will run once the payment is made and may vary depending on the destination. For national shipments the delivery time may vary from 2 to 4 days.

For international shipments, delivery time will be subject to customs procedures and logistic processes. 

For those cases in which the product requires to be manufactured and / or customized, the times will be previously agreed with the customer according to the features and complexity of the product.

Please keep in mind that credit card transactions are subject to bank approval, i.e., the bank must verify the veracity of the purchase and make sure that the payment is authorized by the card holder.

Please note that shipments are made on business days.  Saturdays, Sundays and holidays are not considered business days.

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?

Upon receiving the confirmation of your order and its corresponding payment, you will receive a confirmation of the maximum delivery date via phone call, WhatsApp or email.

DO YOU SHIP ABROAD?

Our logistics operators allow us to ship to different countries. Please be aware that the cost and time of shipment are subject to customs clearance, regulations and taxes in the destination country.

CUSTOMIZING OUR PRODUCTS:

HOW DOES CUSTOMIZATION WORK?

Are you looking for even more uniqueness and differentiation than our usual standards? No problem! We offer you all our experience and creativity so you can get what you want through an appointment in which we can know all your desires and translate them into a truly personalized design.

For corporate sales, we offer a digital design service in which you will be able to preview the product before it is made. Depending on the complexity of the rendering it may have an extra cost.

WHAT DESIGNS ARE AVAILABLE?

We offer you pieces made directly by our artisans and guided by our criteria and advice. You can also find items with a variety of fabrics, embroidery, prints, carving, pointelle, puffed, hand-painted or laser engraved pieces.

RETURN POLICY:

CAN A CUSTOMIZED ITEM BE EXCHANGED OR RETURNED?

All our products come with a warranty to make your purchase worry free; however, due to the nature of such order -a unique product designed especially for you- your customized items are not eligible for return or exchange.

CAN I RETURN AN ITEM?  

Yes, as long as the item has not been custom altered or built to your specifications. To process a return or exchange, please remember to submit the invoice and make sure that the item is in its original condition, unused, has the original packaging, bearing the original labels and accessories as well. Please note that this procedure must be completed no later than 14 days after delivery of the product and that all steps of the exchange procedure must be followed.

BEFORE MAKING ANY COMPLAINT, WE ENCOURAGE YOU TO DO THE FOLLOWING:

  • The item should not show any signs of wear or deterioration due to improper use.
  • Please, write to info@andrearuizbags.com with the reason for exchange or return.
  • Once received with a valid proof of purchase, our Customer Service team will contact you to process your case.
  • Our maximum response time will be up to 15 business days.
  • After analyzing your case, we will email you back with a suitable solution and the time required to implement it.
  • Failure by the applicant to submit documents, screen shots, pictures, etc. after two (2) months will be understood as a withdrawal of the complaint.
  • In cases where refunds are approved, the commissions or retentions made by the bank and/or payment platforms will be previously reviewed and taken into account.
  • Once the refund has been accepted, we will proceed to refund you fully, which may be reflected in your card statement within 15 to 20 business days.

CAN I EXCHANGE MY ITEM FOR ANOTHER?

Yes, as long as the product is in perfect condition, is not a promotional product, has been customized or has been previously exchanged. In the event that there is a higher difference in price from the original cost, it will be borne by the customer, as well as any additional costs that may be incurred. If the difference is less, a credit note will be given to the customer. Please, remember to contact us to make your request effective!

HOW LONG DO I HAVE TO EXCHANGE MY PRODUCT?                                                   

You have 14 days from receiving your product to make an exchange or return.

CAN I EXCHANGE A DISCOUNTED ITEM?   

Discounted products are guaranteed, but not exchangeable.

To submit an inquiry or complaint, please see below:      

COMPLAINTS AND CONCERNS:

  • All complaints and concerns should be submitted in writing to our email address info@andrearuizbags.com or to our WhatsApp number 3105101404 attaching the information of the buyer, a description of the nonconformity, a copy of the applicable invoice to support the purchase and an email address or additional means by which we can contact you.
  • Please submit all the required supporting documents to process each request.
  • The maximum processing time for your request is fifteen (15) business days.
  • In the event that the applicant does not submit the support within two (2) months, it will be understood as a withdrawal of the complaint.

All information contained in our database will be kept during the development of our corporate purpose in accordance with compliance with legal, accounting and labor obligations required by Colombian law.

Any change that affects the content of the authorization will be informed to the holder.