Returns, Exchanges and Cancellations
We offer free cancelations and returns including shipping, transport, and handling costs/fees.
Returns
To request a return, please log in to your account on johannaortiz.com. Please note that items purchased in-store need to be returned in-store as well.
The following conditions should be taken into consideration:
We kindly request that you initiate the return within 15 days. Regrettably, if the deadline passes, we will be unable to proceed with your return request.
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All items must be unworn, with all internal tags intact, and not personalized by the customer. We conduct a thorough Quality Control inspection and items that do not pass will be returned at our discretion.
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Unless a Product is faulty or has a flaw, all returned products must be in their original packaging.
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Markdowns and Sale: Products purchased while on Seasonal Sale or Final Sale are not eligible for returns or a refund.
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Products that are received damaged or become damaged by a manufacturing fault within six (6) months of purchase are considered faulty. Products that become damaged as a result of normal wear and tear are not considered to be faulty. The Company will determine, in its sole judgment and discretion, whether the damage is a result of normal wear and tear or not.
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Damaged or faulty items will be replaced or repaired, where possible, and subject to availability. Where possible we will offer to repair the faulty item. If a Product cannot be replaced or repaired, you are entitled to a full refund within the six (6) month period. At our discretion, any Product returned outside of the return period may not be accepted or only accepted for site credit.
Please keep in mind that the product may take approximately 10-15 business days to reach our facilities in Colombia.
Exchanges
To request an exchange, please log in to your account on johannaortiz.com. The following conditions should be taken into consideration:
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Currently, exchanges are only possible for different sizes. Please contact our customer care team if you would like to exchange the item for another one.
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Markdowns and Sale: Products purchased while on Seasonal Sale or Final Sale are not eligible for returns or a refund.
We kindly request that you initiate the return within 15 days. Regrettably, if the deadline passes, we will be unable to proceed with your return request.
Cancellations
Cancellations are only applicable when the order has not been fulfilled. To request a cancellation please contact our customer care team.
Refund Policy
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Cancellations: Once a cancellation has been reported, the Company will send a refund receipt for the corresponding amount within 7 days. The refund will take place through the same method of payment originally used.
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Returns: The Company will send proof of refund of the corresponding amount (Except for taxes and shipping fees) within 15 days from the date the products are received. Returns that fail to meet the conditions listed above will be canceled and shipped back. The refund will take place through the same method of payment originally used.