FREQUENT QUESTIONS

  1. Where can I buy MERCEDES CAMPUZANO products?

Through our website www.mercedescampuzano.us

 

  1. Warranty for our MERCEDES CAMPUZANO products?

Collectible products are guaranteed for 60 days from the date the product is received. Promotional products are guaranteed for 30 days from the product’s receipt date.

 

The reasons in which guarantees will be valid are: Sole detachment, spontaneous deterioration of the upper, detachment of the handle, closures, internal lining of the product and damaged springs or buckles.

 

The following are not grounds for guarantee: Natural leather or any material streaks, improper cleaning of the product, stains caused by agents used in the tanning process or handling of the product by shoe repair shops, wear or damage to the materials of the upper due to improper use, frequent friction in a specific area or tripping over external agents or third parties.

 

When it comes to the jewelry and accessories line, theirs no possibilities of changing a purchased item and are guaranteed for 30 days from the date of purchase, with a previous check-up validation that the use recommendations have been followed.

 

  1. How to buy at www.mercedescampuzano.us ?

Buying at www.mercedescampuzano.us  is very easy, you just have to follow the following steps: In order to find the product you are looking for you can start by navigate through the categories displayed at the menu or use the search bar directly. Once you have chosen the product you would like to purchase, select it’s color and size and add it to your shopping bag by clicking on the ADD TO CART button.

 

Once you have added the product you can continue browsing the web and adding the products you want to the same cart bag. When you have added all the products you want to buy, go to your shopping bag in the upper right side. There, you will find the summary of the items you’ve decided to buy. Verify that the products that are in your bag are the ones you want to buy (product, color and size) and click on FINISH PURCHASE.

 

 

 

Enter your email address to continue with the process or register your data if you do not have a current account with us. Next step, fill in your personal data and delivery data, select the payment method you want. Check the confirmation message of your payment and wait for the confirmation email of your purchase. Receive your order at the door of your home or office.

 

If you have any questions, you can also communicate through our MERCEDES CAMPUZANO customer service line via our chat page, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

  1. Which are the available payment methods in the online store?

At www.mercedescampuzano.us you can pay using your credit card.

 

  1. I can't finish the purchase with my card in the online store. Why?

Before finalizing the purchase make sure you have entered your credit card details correctly including cardholder name, card number, validity date, and security code.

 

If you cannot proceed with your payment you can also communicate through our MERCEDES CAMPUZANO customer service  via our chat page, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

We will help you solve the problem as soon as possible.

 

  1. How can I use a discount coupon at the online store?

If you have a discount coupon, you must enter the code having in mind its uppercases, lowercases and numbers in the "Coupon" field located at the shopping bag section and the discount percentage will be directly discounted off the total value amount of your purchase.

 

  1. Can I use diverse payment means at the same time in the online store?

No, you can only use one payment method per purchase or use a voucher and pay the excess by credit card.

 

  1. Do the prices include VAT and / or taxes?

No, each costumer is responsible for the taxes payment that apply, depending in the country where you’re located, including import or export taxes that depend on the legislation of each country.

 

  1. What are the browser recommendations for buying at www.mercedescampuzano.us ?

For optimal site performance, we recommend using the latest version of any browser including explorer, Firefox and chrome.

 

  1. How to buy at www.mercedescampuzano.us with my Smartphone?

Enter www.mercedescampuzano.us in the browser of your Smartphone and you will be directed to our mobile website version where you will find and be able to buy from the entire product portfolio available.

 

  1. How can I receive special offers from www.mercedescampuzano.us ?

To be part of our amazing offers, discounts and other special events, you can subscribe on our page www.mercedescampuzano.us at the News Subscription section.

 

 

 

 

 

 

  1. Where else can I find brand information?

You can also find all the information on our social networks: Facebook, Instagram and Twitter.

 

  1. Data update

When you want to update your data including your correspondence address or your already selected payment mean, go to the My Account section at our online site and there you will have the following 4 entry options.

 

  • Receive an access code via email through which you will receive a 4-digit password which you must enter to confirm your identity (Remember to verify your spam email folder)
  • Login with Facebook by entering your Facebook username and password you have already used.
  • Login with Google by entering your Gmail or Google email and password
  • Enter with your mail and password, in case you already have a site password, enter the information.

 

  1. Is it safe to buy at www.mercedescampuzano.us ?

Buying at mercedescampuzano.com is completely safe.

 Additionally, in our privacy policy you can consult the handling of your personal data.

 

  1. What is the shipping time and cost?

The delivery time of our products is approximately of 3 to 10 business days. If you bought during one of our brand events you will receive the product subsequent to 3 to 15 business days after the event, in case there are no external causes beyond our own brand control.

The shipping costs always depend on the rates established by each diverse destination displayed on www.mercedescampuzano.us and this will be specified in each and every purchase process.

 

  1. How can I track my order?

To follow up on your order, you can enter your purchase number at our online store at "My account - Orders" section or communicate through the different Customer Service MERCEDES CAMPUZANO channels.

 

  1. What can I do if I want to change the delivery address or I made a mistake in it when making the purchase?

You can communicate through our MERCEDES CAMPUZANO customer service line via our chat web, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

  1. What can I do if I was not present the time the delivery arrived?

If you are not present to receive your order at the time the delivery arrives, the carrier can leave your product with any person that has the legal age present at the address registered on the invoice at the time of purchase.

If there is no one to receive the order, a new delivery attempt will be made on the following business day. The carrier will make up to 3 delivery attempts and if it cannot deliver the order, it will be returned to our warehouses.

 

  1. What should I do if the product I received is not the one I ordered?

If you do not receive the product you ordered, contact our MERCEDES CAMPUZANO customer service line  via our chat web, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

If needed, we will manage the return of your product and we will exchange it for the correct item, with no additional cost.

 

  1. Does MERCEDES CAMPUZANO makes international shipments?

Yes, we currently ship to the USA, Mexico, Peru, Costa Rica, Guatemala and Ecuador

 

  1. Where can I contact if my order takes longer than the days established?

You can communicate through our MERCEDES CAMPUZANO customer service line via our chat web, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

  1. Can I change a product?

You can request the exchange of your product according to the terms established in our exchange policy.

 

  1. How long do I have in order to ask for a product return or exchange?

When a product exchange is asked for via our site, www.mercedescampuzano.us you have up to 30 days after receiving the order, to complete the withdrawal or receive your money back you have up to 5 business days after the delivery of your product. To see more information about our exchange and return policy, click here.

 

  1. Can I request an order refund?

In accordance with the Colombian right of withdrawal enshrined by Law 1480 of 2011 art. 47, the maximum term to execute this right is 5 business days since the delivery of the product. The product must be returned in the same conditions in which you received it; the customer will assume transportation and other costs, incurred in the return.

 

To execute the return of a product you can communicate through our MERCEDES CAMPUZANO customer service line  via our chat web, available from Monday to Friday from 8:00 a.m. till 5: 30 pm, or through our mail customerservice@mercedescampuzano.com

 

  1. If I want to change my product for another and the one I want has a lower cost, will I get my money back?

Following our terms, we do not return the monetary difference; you will receive a voucher in possession of the amount so that you can use it in your next purchase which you can only use via our online store.

 

  1. How long is the voucher valid for?

The voucher will be valid for 12 months after issuance.