Preguntas Frecuentes
Online Shopping
What payment methods can I use in the online store?
Credit cards (Visa, MasterCard, American Express)
Debit cards
Bank transfers
ADDI
Sistecredito
Credishop
Cash on delivery
How do I use a coupon or discount code?
1. Select your products: Browse the store and add the items you wish to purchase to your cart.
2. Access the cart: Once you have added all the products, go to your shopping cart. You can usually find a cart icon in the top right corner of the page.
3. Review your order: On the cart page, verify that the products and quantities are correct.
4. Enter the discount code: Look for a field that says "Discount code" or "Promo code." Type the code into that field.
5. Apply the discount: Click the button that says "Apply," "Review," or similar. This should update your purchase total to reflect the discount.
Complete your purchase: Continue with the checkout process by entering your shipping and payment information.
Is it possible to pay for my order on delivery?
In our store, we offer the option of payment on delivery for the convenience of our customers. This means that you can place your order and pay for it upon receiving it at the address you provide us.
Conditions:
- This option may be available only in certain areas or for minimum order amounts.
- An additional charge of 3% will be applied to the total of your purchase when selecting this payment method.
- Make sure you have the exact amount at the time of delivery, as the courier service may not have change.
For more details on the availability of this option in your area, we recommend that you contact our customer service.
Dispatch and Delivery
What is the shipping time and cost?
At PERFUM BY ALEJA, the cost and shipping time varies depending on your location in Colombia:
Medellin and Metropolitan Area:
Delivery time is approximately 2 to 4 business days, with a cost between $13,000 and $15,000.
Other major cities:
Shipping can take up to 6 business days and costs between $15,000 and $20,000.
Other areas of the country:
Delivery time may extend up to 10 business days, and the cost will depend on the exact location.
Additionally, if your purchase exceeds $600,000, shipping is free. It is important to mention that deliveries are made only on business days.
What do I do if I want to change the delivery address and/or I made a mistake in it when making the purchase?
If you made a mistake in the delivery address when making your purchase at PERFUM BY ALEJA, you should keep the following in mind:
- Address correction: If you detect the error before the order has been sent, contact the customer service team as soon as possible, either by email at info@perfumbyaleja.com or through the PQRS form (Questions, Complaints, Claims and Suggestions) or through our WhatsApp contact line.
- Reprocessing the shipment: If the order has already been sent and the address was incorrect, the shipment must be reprocessed. In this case, the costs of a new shipment are the responsibility of the customer, since the error was in the information provided.
What do I do if I wasn't there at the time of delivery?
If you were not present at the time of delivery of your PERFUM BY ALEJA order, the courier company will likely attempt a second delivery attempt. However, it is important that you follow these steps:
1. Contact the courier company: If you know that the delivery attempt was unsuccessful, contact the courier used (for example, Coordinadora or Interrapidísimo) directly. They will be able to schedule a new delivery or inform you where and when you can pick up your package.
2. PERFUM BY ALEJA Customer Service: If you are unable to resolve the situation with the courier, please contact PERFUM BY ALEJA customer service via WhatsApp 3108302201, email info@perfumbyaleja.com or through their PQRS form on the website. They will be able to offer you assistance in coordinating a new delivery.
What do I do if my product is not what I ordered?
If you received an incorrect product in your PERFUM BY ALEJA order, you must follow these steps:
1. Contact customer service:
Please report the error as soon as possible by sending a message to our WhatsApp or an email to info@perfumbyaleja.com or through the PQRS form available on their website. Make sure to include details such as your order number and photos of the product received.
2. Check the exchange policies: According to the store's policies, exchanges are only accepted if the product has not been opened and the packaging is in perfect condition. The team will evaluate your request and will indicate the steps to follow.
3. Sending the correct product: If the error is confirmed by the company, they will send you the correct product at no additional cost.
Who can I contact if my order takes longer than usual?
If your PERFUM BY ALEJA order takes longer than expected, you can contact the customer service team for assistance. Here are the available channels:
1. Email: Send them a message at info@perfumbyaleja.com explaining your situation. Be sure to include your order number and any relevant information so they can track your shipment.
2. PQRS form: You can also use the Questions, Complaints, Claims and Suggestions (PQRS) form that you will find on the official website to report any inconvenience with the shipment.
3. WhatsApp or telephone contact: If you prefer a faster response, you can contact us via WhatsApp or by phone at +57 3108302201
Changes and/or Returns
Can I exchange or return a product?
Yes, at PERFUM BY ALEJA you can exchange or return a product under certain conditions:
- Exchanges: You can only exchange a product if its packaging is damaged or if it has a defect that affects its use. In these cases, the exchange will be accepted if the product has not been opened and the brand seal is in perfect condition. In addition, you have up to 8 business days from receipt of the order to request the exchange.
- Returns: If the product does not have defects or damage, but you wish to return it, you can request a voucher for the value of the product to purchase other items from the store, as long as the perfume has not been opened and is in its original condition.
To manage changes or returns, you must contact the customer service team through info@perfumbyaleja.com or use the PQRS form available on the website.
How long do I have to return or exchange a product?
At PERFUM BY ALEJA, you have up to 8 business days to request an exchange or return of the product, from the moment you receive it. This period applies only if the perfume has not been opened, is in perfect condition and the original brand seal is not damaged.
What should I do to exchange or return a product?
To exchange or return a product at PERFUM BY ALEJA, follow these steps:
1. Check the condition: The product must be in perfect condition, unopened, and with the brand seal intact. Exchanges are accepted if the product has defects or damage to the packaging.
2. Request the exchange or return within 8 business days: You have up to 8 business days from when you received the product to start the process.
Contact customer service:
- Email: Send a message to info@perfumbyaleja.com with the details of your order, indicating whether you want an exchange or return.
- PQRS form: You can also use the Questions, Complaints, Claims and Suggestions (PQRS) form on the official website to manage your request.
3. Wait for instructions: The team will tell you how to proceed with the shipment of the product and, in case of an exchange, they will explain how to receive a new product or a voucher.
Can I request a refund for my order?
At PERFUM BY ALEJA, money is not refunded for orders, but you can request a voucher for the value of the product if you decide to return it. This voucher can be used for future purchases in the store.
If I want to exchange my product for another one and the one I want costs less, will I get my money back?
At PERFUM BY ALEJA, if you wish to exchange a product for one of lesser value, the difference will not be returned to you in cash. Instead, you will receive a voucher for the value of the product you are returning, which you can use to purchase other products in the store.
This means that if you exchange an item for one that costs less, the bonus you will receive will be for the full price of the product you are returning, and you will not be able to receive the remaining amount in cash.
To manage the change, it is important that you contact customer service through info@perfumbyaleja.com or the PQRS form available on their website.
How do product warranties work?
The guarantees of the products in PERFUM BY ALEJA work as follows:
1. Defective products: If the product you received has a defect or damage to the packaging, you can request an exchange. The warranty covers these cases as long as the product has not been opened and is in its original condition.
- Deadline to request warranty: You have a period of 8 business days from receipt of the product to report any problems and request a change.
- Exchange process: To manage the warranty, you must contact customer service via info@perfumbyaleja.com or through the PQRS form on the website. They will provide you with the necessary instructions to return the defective product and receive a new one.
It is important to note that the warranty does not cover products that have been opened or used. For more information on warranty policies, you can visit the official PERFUM BY ALEJA website.
