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FAQs
What is the return policy?
We accept returns within 15 business days from the delivery date.
To be eligible, items must be unused, unworn, unwashed, and unaltered, with tags and original packaging intact.
Before sending any item back, you must contact us to receive instructions and approval for the return. Returns without prior contact will not be accepted.
Please note that ALL SALES ARE FINAL and ORDERS CANNOT BE CANCELED once placed.
We offer international shipping, and return shipping costs are the responsibility of the customer, unless the return is due to a defect or mistake on our part.
Are any purchases final sale?
YES— ALL PURCHASES ARE FINAL SALE.
Please make sure to review sizing and product details carefully before placing your order, as we do not accept cancellations or returns unless the item arrives damaged or incorrect.
When will I get my order?
Each of our dresses is carefully handcrafted, which requires a production time of 3 to 4 business days. Once your order is ready, shipping usually takes an additional 4 to 8 business days. After your order has been shipped, you will receive an email with a tracking number so you can monitor your package in real time.
Please note these dates are estimates and may change due to production, logistics, or unforeseen circumstances. In case of any delays, we will notify you via email.
Rejected or undelivered shipments
If a shipment is rejected by the recipient or cannot be delivered due to incorrect information, the customer will be responsible for any reshipping or return costs.
Lost or damaged packages
If your order is lost or arrives damaged, please contact us immediately at contact@mafegomez.com.co so we can resolve the issue.
Order changes and cancellations
Once an order is confirmed, it cannot be modified or canceled as our warehouse processes orders immediately. However, you may request an exchange or return once you receive your order according to our returns policy.
Customs duties and taxes
Recipients are responsible for any customs duties and taxes associated with their order. These fees are determined by your country’s customs authorities and must be paid upon delivery.
If you are unsure about possible customs fees, we recommend contacting your local customs office before making your purchase.
If you have any questions or concerns, please contact us at contact@mafegomez.com.co
Where are your products manufactured?
Our brand is proudly Colombian, with approximately 80% of our production taking place in Colombia. The remaining 20% of our dresses are produced in Barcelona, Spain.
For our personalized dresses, production is primarily managed from Colombia. However, if you are located in Europe, your personalized dress will be made in Spain to ensure faster delivery and better service.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always see the shipping cost before completing your purchase.
To get an accurate shipping fee, simply add the items to your cart and enter your shipping address at checkout — the total shipping cost will be calculated automatically.
If you have any questions or need assistance, feel free to contact us at contact@mafegomez.com.co
Exchanges
Exchange Conditions
You have 30 calendar days from the date of receipt to request an exchange.
- Exchanges are subject to stock availability.
- Items received through an exchange are not eligible for further exchanges or refunds.
- If the exchange is for a lower-value product, a store credit will be issued. Refunds are not allowed.
- Return shipping costs are the customer’s responsibility unless the product is defective or there was a shipping error.
- Purchases made in stores outside our official sales channels must be handled directly with the corresponding store.
Conditions for Exchange Approval
- The item must be in its original condition, unworn, with tags intact, and in its original packaging.
- Mafe Gómez reserves the right to accept or reject the exchange based on compliance with these conditions.
Exchange Process
- Once we receive the returned items at our warehouse, we will process the exchange within 10 business days.
- To request an exchange, please submit your request through our email contact@mafegomez.com.co
- Once your request is approved, we will provide shipping labels within 48 hours to proceed with the exchange.
Warranty
Timeframe to Request a Warranty
You have 6 months from the date of receipt to request a warranty claim.
Warranty Conditions
- Items will be inspected by the MAFE GÓMEZ team.
- We do not accept returns on garments that show signs of improper handling or misuse by the customer, as this may have contributed to the issue covered under warranty.
- Purchases made in stores outside our official sales channels must be handled directly with the corresponding store.
Evaluation and Response Process
- The review process takes up to 15 business days from the request date.
- The first step is to determine if the product can be repaired. If repair is not possible, a store credit, exchange, or refund will be offered.
- If a refund is approved, it will be issued to the original payment method used at checkout
Warranty Process
- To request a warranty claim, please submit your request through our email contact@mafegomez.com.co
- Once your request is approved, we will provide shipping labels within 48 hours to proceed with the return.