Questions

Frequently Asked Questions

1. How long will it take to receive my order?
   Once your order has been processed, you will receive it within 2 to 4 business days for domestic destinations (Colombia) and 5 to 7 business days for international destinations (US, EU, Africa, Asia, North America, Central America, and South America). Delivery times may vary depending on the destination. We offer deliveries from Monday to Saturday through Coordinadora Mercantil and DHL EXPRESS. Orders placed from Saturday to Sunday will be shipped on Monday, except on holidays.
2. Can I change or return my order?
   You can exchange all our products as long as you have not bought them on sale. To do so, the item(s) must be in perfect condition: unwashed, unworn, with the original label and with the corresponding purchase invoice. You must send an email to servicioalcliente@lahozoficial.com explaining your dissatisfaction within the first 5 days after receiving your order. After reviewing your case and authorizing the exchange, we will respond by email. To make the exchange, you must send the item to be exchanged within the next 5 business days from the email response, along with the tracking number for the return. Once received, we will confirm the value in your favor that you have to make your exchange for another item(s).
3. Do you accept exchanges for discounted merchandise?
   We do not accept exchanges on discounted merchandise, except when items are marked as "final sale." In this case, we do not allow exchanges unless an item is received in poor condition.
4. How is PRE-ORDER payment?
   For PRE-ORDER orders, we charge 100% of the order value at checkout.
5. Do you offer price adjustments?
   We do not offer price adjustments. For any questions, please contact customer service@lahozoficial.com.
6. Do you accept orders by phone?
   Yes, we accept orders over the phone. Please contact our customer service team through our WhatsApp channel at +57 (313) 636-9400.
7. How can I check the status of my order?
   After placing an order, you will receive a confirmation with your order number. If you have a customer account with us, you can track the status of all your orders in your account. When your orders are shipped, you will receive a tracking number.
8. How do I redeem a promotional code?
   Discount codes are applied at checkout.
9. Do you offer a discount code for first time buyers?
   No, we do not offer a discount code for first time buyers.
10. Do I need to set up an account to place an order?
    We accept orders as a guest or as a registered customer. If you have an account, you can check the status of your order by visiting your order history under "My Account".
11. I have not received my order, what should I do?
    Orders usually take between 2-4 business days to be delivered. If you have not received your order, please contact our customer service team at customerservice@lahozoficial.com.
12. When will my order be processed?
    Orders are processed within 48 hours of being placed.
13. Do you offer international sizes?
    Our standard sizing is from size 6 to 12 and from XS to L. We have international size charts on each product page to guide you.
14. What is "PRE-ORDER"?
    It refers to placing orders for products before they are available. If you have questions or need help with a pre-order, please contact our customer service at servicioalcliente@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400.
15. What do I do if I receive damaged merchandise?
    If you were sent damaged merchandise, please contact customer service at servicioalcliente@lahozoficial.com. Please attach a photo of the damage to your email to speed up the exchange process. All shipping costs for this type of return are the responsibility of our company, DLHM SAS.
16. Can I change my shipping address?
    Depending on the status of your order, our customer service team can help you change your shipping address. Please contact us at servicioalcliente@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400.
17. Can an order be cancelled?
    If you wish to cancel an order, please contact our customer service team by email at servicioalcliente@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400. Depending on the status of the order, we may or may not be able to change or cancel orders.
18. What forms of payment do you accept?
    We currently accept major credit cards (MasterCard, Visa, American Express, Diners Club), PSE and PAYU.
19. Do you ship internationally?
    We offer international shipping via DHL EXPRESS. Customs duties and taxes must be paid upon receipt of the shipment and are assumed by the customer.
20. Do you ship to a PO Box?
    We do ship to a PO Box, however this may cause delays. Please contact the customer service team at customerservice@lahozoficial.com if you have any issues with a PO Box order.
21. Do you offer delivery on Saturdays?
    We offer delivery on Saturdays until 12:00 PM. Orders placed on this day after hours or during the weekend will be shipped on Monday. In case of a public holiday on Monday, orders will be shipped the following business day.
22. My package is lost, what should I do?
    Please contact our customer service team at servicioalcliente@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400 if you believe your package has been lost or stolen. We will file a claim with the shipping company on your behalf. Please note that these claims may take up to 20 days to process.
23. How can I request a refund?
    To return an item, please visit our Returns & Exchanges page in the footer of the website. You will be prompted to initiate a return or exchange process. If you are an international customer attempting to process a return, please contact us directly at customerservice@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400.
24. How long do I have to return an item?
    Returns for exchanges must be requested within 5 business days of the shipment delivery date. Any returns for exchanges requested after 14 days will be denied.
25. Are returns free?
    Customers are responsible for paying a national and international shipping fee. DLHM SAS only assumes the shipping cost for those returns that are made due to the quality of the garments.
26. Can returns be processed in-store?
    We accept returns for exchange for online orders at our main showroom in Montería, CRA 3 # 65-71 LC1.
27. What is your return policy?
    Returns for exchange must be requested within 5 days of the date of receipt of the order. Any returns for exchange requested after 21 days will be denied. All returned merchandise must be in its original condition, unworn, unwashed and with tags intact. We reserve the right to deny credit if returned merchandise does not meet the requirements of our return policy.
28. Can I return an item that is on final sale?
    No returns or exchanges will be accepted for final sale merchandise. Items that qualify for final sale are listed on their product page. Price adjustments are not offered on past purchases.
29. Can I return or exchange an item even if it is outside the return period?
    Contact our customer service team at servicioalcliente@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400.
30. How do I return an international order?
    To return an international order, please contact customer service@lahozoficial.com or through our WhatsApp channel at +57 (313) 636-9400. Please note that the customer is responsible for the return shipping cost. This amount will be deducted from the refund amount. Orders can only be returned via DHL.

How can I reset my password?
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