CENTRO DE AYUDA

• What are the shipping options and estimated delivery times?
  Please refer to the Shipping Policy for detailed information about different shipping methods, estimated delivery times, and associated costs.
  
  
• How can I track my order?
  Follow the link you received from Fedex and enter the tracking number you received via email into this link: Fedex Tracking
  
  
• Do you offer international shipping?
  Yes, we do. We currently offer international shipping to the USA, Mexico, Canada, Chile, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Peru and Uruguay.
  
  
• How long does it typically take for orders to be shipped?
  International delivery times: For orders containing in-stock products, the estimated delivery time is between five (5) and seven (7) business days from the date your payment is confirmed by the Remanence team.
  
  
• What should I do if my order hasn't arrived yet?
  For international orders, please enter the tracking number you received via email into this Link. If you suspect there is an issue with your shipment, contact us at serviciocliente@remanence.com

• What is the return and exchange policy?
  Please refer to the Refund Policy for more details about the return process, timeframes, conditions, and any associated costs.
  
  
• Can I modify or cancel my order after it has been placed?
  You must notify serviciocliente@remanence.com before the products are shipped. If you cancel the order after the products are shipped, you can request a product return, however, the shipping costs or taxes, if applicable (for international shipments), will be deducted from the refund.
  
  
• How do I return an item?
  You must send an email to serviciocliente@remanence.com, providing a detailed explanation of the reason for the return, along with the order number and invoice. Once you have notified us via email, the product must be shipped within five (5) business days.
  
  The following conditions must be met for a return to be validated:
  
  - The product must be returned in optimal condition, with all tags attached and in its original packaging.
  
  - If the product has been altered or improperly handled in a way that prevents the determination of its characteristics, conformity, or proper functioning, Remanence reserves the right to reject the refund or replacement of the product.
  
  - The number of items eligible for return cannot exceed three.
  
  - If the return request is not made within the established time frame, or if the item is in poor condition or shows signs of improper use, the return request will be rejected.
  
  - The shipping cost must be borne by the customer. Remanence will only provide the guidelines for sending the product to its facilities.
  
  Returns or exchanges must be made within thirty (30) calendar days from the date of delivery of the purchased product.
  
  
  
• Can I exchange an item for a different size or color?
  You can return the product by sending an email to serviciocliente@remanence.com  providing a detailed explanation of the reason for the return, along with the order number and invoice. Once you have notified us via email, the product must be shipped within five (5) business days. Returns or exchanges must be made within thirty (30) calendar days from the date of delivery of the purchased product. Exchanges will only be accepted for products that are unused and in perfect physical and packaging condition. For promotional and/or discounted items, exchanges will only be applicable to products purchased in the online store in Colombia.
  
  Accessories and undergarments are excluded from these terms and conditions. Exchanges that are authorized under the described conditions will be processed through any of the sales channels provided by Remanence and will be subject to inventory availability.
  
  
  
• How long does it take to process a return?
  In case the return is for an exchange, Remanence will ship the correct products within a maximum of seven (7) days after receiving the returned product at their store.
  
  In case the return requires a refund, any consumer may, at their sole discretion, exercise the right of withdrawal within five (5) business days following the receipt or delivery of the goods. The consumer will be responsible for the shipping costs. Remanence will have a maximum of thirty (30) calendar days to refund the money to the consumer after receiving the returned product at their store.
  

• How can I find out my size?
  Detailed size guide, including specific measurements and tips for choosing the correct size.
  
  
• Do you have a size guide?
  Find the best-fitting size for you by using the size guide available for each product. You can find it on each product page.
  
  
• What should I do if the product doesn't fit well or the size isn't right?
  It’s okay, you can return the product by sending an email to: serviciocliente@remanence.com. Provide a detailed explanation of the reason for the return, along with the order number and invoice. Once you have notified us via email, the product must be shipped within five (5) business days. Returns or exchanges must be made within thirty (30) calendar days from the date of delivery of the purchased product. We allow up to 3 products per order for returns.
  

• What payment methods do you accept?
  We accept online payments via Visa, Mastercard, American Express, Discover, and Paypal. You’ll see this list when you visit our checkout page.

• Is it safe to use my credit card on your site?
  Yes, it is. We partner with several well-known payment processors to ensure secure transactions.
  
  For Mexico & USA: Paypal

• How can I contact customer service?
  Please visit this page: Contact Us.
  
  
• What are your customer service hours?
  8:00 am – 17:00pm COT (GMT -5)

• How can I create and manage my account on the store?
  You can create an account by clicking here.