Frequent questions

Frequently Asked Questions

1. What are the return and exchange policies?
At Vera & Estopa, we are committed to offering high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we are here to help.

We accept returns and exchanges within 30 days of purchase. Products must be in their original condition, unused, and with all tags intact. To initiate a return or exchange, visit our returns page and follow the instructions.

2. How can I track my order?

Once your order has shipped, you will receive an email with a tracking number. You can use this number on the tracking page of our website to check the current status of your shipment.

3. How can I make sure the size is correct?

We recommend consulting our size guide available on each product page. If you have any questions, you can also contact our customer service team for personalized advice on choosing the right size.

4. Do you offer gift cards?

Yes, we offer gift cards in various denominations. You can purchase them directly on our gift card page and receive a digital code that can be used with any purchase on our website.

5. What payment methods are accepted?

 We accept a variety of payment methods, including credit and debit cards (Visa, MasterCard, American Express). See our payments page for more details.

Our store uses Mercado Pago as a payment gateway. Mercado Pago is a secure and reliable platform that guarantees the protection of your financial information during transactions. Vera & Estopa does not access or store any customer banking or credit card information. All transactions are processed directly through Mercado Pago, complying with the highest security and encryption standards to protect your data.

6. How can I contact customer service?

You can contact us through our contact form on our website, or by email at info@verayestopa.com . We are available Monday through Friday, 10:00 am to 6:00 pm.

7. What should I do if I receive a defective or incorrect item?

We apologize for any inconvenience. If you receive a defective or incorrect item, please contact us immediately with your order number and a description of the problem. We will work quickly to resolve the issue and send you a replacement.

8. How can I subscribe to the Vera & Estopa newsletter?

You can subscribe to our newsletter by entering your email address in the subscription form at the bottom of our website. You'll receive updates on new products, exclusive offers, and special events.

9. Where are your physical points of sale located?

We are currently located in Bogotá at Carrera 13 # 90 - 36, open Monday through Friday from 10:00 am to 6:00 pm. We look forward to seeing you!

10. How can I care for my Vera & Estopa garments?

We recommend that our customers wash delicate garments made from fabrics such as natural linen, cotton chiffon, crepe, shambray, and silk by hand and not iron at high temperatures, as this can weaken the fibers and cause damage.