Refund policy

SHIPPING

At LA HOZ, we send national orders through Coordinadora Mercantil and international orders via DHL EXPRESS. The delivery time within Colombia is approximately 2 to 4 business days, while for international destinations, it is 5 to 7 business days, counted from the confirmation of your order on the payment platform.

If you place your order from Monday to Friday after 2:00 p.m., it will be processed the following business day. If you do so on Saturday after 12:00 p.m., during the weekend, or on holidays, it will be processed the next business day.

During special seasons, such as Christmas, delivery times may increase due to the internal schedules of shipping companies once the package has been handed over.

EXCHANGES AND RETURNS

At LA HOZ, you can exchange all of our products. To do this, the item(s) must be in perfect condition: unworn, unwashed, with the original tag and the corresponding purchase invoice.

You must send an email to servicioalcliente@lahozoficial.com or contact us through our WhatsApp channel at +57 (313) 636-9400, explaining your dissatisfaction with the exchange within the first 5 days after receiving your order. After reviewing your case and authorizing the exchange, you will receive a response via email. To proceed with the exchange, you must send the item to be exchanged within the next 5 business days from the email response, along with the return tracking number. Once received, we will confirm and send you a credit voucher with the value you have to make the exchange for other item(s).

Please note that the customer is responsible for the return shipping cost for both national and international orders. Orders can only be returned via Coordinadora Mercantil or DHL EXPRESS.