FAQS
If you have any problem, please contact our customer service line via WhatsApp at 3103781924 or via our e-mail servicio@mercedessalazar.com and we will help you solve any inconvenience as soon as possible.
You may also find all the information at www.mercedessalazar.com and in our social media: @Mercedessalazar
Purchase process
How to buy on line?
Buying at www.mercedessalazar.com is really easy, just follow these steps:
1. To look for the product that you would like to buy, you may browse through all the categories in our menu or use your browser.
2. Once you have selected the product you wish to buy, add it to your shopping cart by clicking on the bottom ADD TO CART.
3. Once you have added the product, you may continue browsing and adding to your cart all the products you wish to buy.
4. When you have added all the products you wish to buy, go to the shopping cart on the upper right side of your screen. In the summary you’ll find, verify that the products in the cart are those you chose and click on CHECK OUT.
5. Enter your e-mail to continue the process.
- If this is your first on-line purchase, once you enter your e-mail you will be redirected to the payment link where you must enter your personal data, shipping information and means of payment.
- If this isn’t your first online purchase, once you enter your email you will find all your personal information and the payment link as it will be saved from your first purchase. Confirm your data and then click on Place Your Order. Note: If you had already bought with credit card, you only need to enter your card’s CVV, which varies depending on the franchise (American Express: 4 digits in front of the card, MasterCard and Visa: 3 digits on the back of the card).
6. Fill in your personal and shipping data.
7. Select the type of shipping you need, you may select the following:
- Standard shipping (free for purchases over COP$100.000 COP / US$100.00, and your order will arrive within 3 to 8 business days)
8. If you select standard shipping, you must select the payment method you would like. You may choose between:
- Credit Card: Visa, Mastercard, American Express, Diners Club.
- Debit: debit card, savings account or checking account.
- Efecty: cash payment in Efecty’s offices.
- Baloto: cash payment in Baloto.
- Referenced payment or payment in bank: payable only in Bancolombia,
- Wire transfer: from any bank to our savings account in Bancolombia (you must send payment slip upon placing your order).
9. Verify the confirmation message of your purchase and wait for our confirmation email.
10. Receive your products at your door step or office.
Can I use different payment methods at the same time?
No, however, you may use other payment methods for you purchase (Eg: credit card and debit or credit card and Efecty).
I can’t place and complete my order with my card, why?
Before placing your order, make sure you have entered the correct data of your credit card, including card number, expiration date and CVV. To make payments with credit card or by wire transfer make sure you are authorized to make payments online (to consult authorization contact your bank).
How can I use my discount coupon?
If you have a discount coupon, you must enter the code in the specific field that reads “Add discount coupon” in the shopping cart and click in “Add”, and automatically it will apply the discount to the total value of the purchase considering the discount coupon. Write the code correctly, be mindful of upper caps, Lowe caps and numbers.
What should I do if my coupon does not work?
If upon using your coupon, you encounter problems, please contact our customer service line via WhatsApp at +57 3103781924 or via our email servicio@mercedessalazar.com and we will help you solve your problem ASAP.
What happens with my coupon if I cancel or return my order?
Please contact us at our customer service line via WhatsApp at +57 3103781924 or via our e-mail servicio@mercedessalazar.com and we’ll review your case.
When in the payment process, the page would not load and I don’t know if I have been charged. What should I do?
Don’t worry! Chat with us via our WhatsApp customer service line +57 3103781924 or via our email servicio@mercedessalazar.com and we’ll confirm the status of your order.
Is it safe to buy online?
Of course it is! In Mercedes Salazar we have the best online payment ally with Mercadopago, which has PCI DSS certification for safe management of credit card information. If you need more information, go to our Privacy Policy, click here
Prices and Offers
Do prices include VAT?
Prices in all products of our online store include VAT.
Do prices include shipping costs?
No, in Mercedes Salazar you may see independently shipping costs in your purchase bag. Please consider that shipping costs vary according to order prices and shipping destination.
How can I access special offers?
You only need to subscribe to learn about our events, promotions and news. Subscribe your email here! You can also find more information at www.mercedessalazar.com and in our social media: Facebook and Instagram.
Shipping and Warranties
What warranty does your jewelry have?
We provide a 90 business days warranty as of delivery. All our jewelry is made in compliance with excellent quality standards, therefore they are fully warrantied.
How long is shipping time and what is the cost?
Delivery time is between 2 to 7 business days, depending on destination. When you fill in your shipping data select the city and there you will find the estimated delivery date.
What should I do if I want to change the delivery address or if I made a mistake when placing my order?
Due to security controls the shipping address may never be altered once you’ve made the purchase, however you may chat with our WhatsApp customer service line at +57 3103781924 or contact us via our email at servicio@mercedessalazar.com and we will review your case.
Orders
Can I pick up my product in another address?
No, currently you may only receive your product at the address you stated when placing your purchase order.
What can I do if my order was damaged?
You must report it to our customer service line via WhatsApp at +57 3103781924 or via our email servicio@mercedessalazar.com and we’ll review your case.
How do I care for my product?
Add the content to appear when the accordion is opened
Do you offer extended warranties?
Add the content to appear when the accordion is opened
What should I do if my order is incomplete?
Contact us via our WhatsApp customer service line at + 57 3103781924 or via our email at servicio@mercedessalazar.com and we will help you.
What should I do if the product I receive is not the one I ordered?
If the product you receive is not the one you ordered, contact us via our WhatsApp customer service line at + 57 3103781924 or via our email at servicio@mercedessalazar.com and we’ll see to the return of your product. Remember that returns do not have any additional cost. For more information on our change and return policy click here
If I pre-order, how long will it take to receive my product?
Your order will be ready between 10 to 15 business days.
Returns
Can I change a product?
You may request a reimbursement of your product according to the terms established in our change and return policy, click here
Who should I contact if my ordered is delayed?
Contact us via our WhatsApp customer service line at +57 3103781924 or via our e-mail servicio@mercedessalazar.com and we’ll review your case. Please consider that tracking information may be available within 24 to 48 hours after having received your confirmation email. If more than 48 hours have elapsed and you cannot track your order, please contact us.
How much time do I have to return a product?
To return or to exercise your right to change your mind and receive your money back, you have up to 5 business days after your order has been placed. For more information on our return policy, click here
What should I do to return any product?
If you wish to make a return within 5 days after having received the product, you should contact us via our WhatsApp customer service line at + 57 3103781924 or via our email servicio@mercedessalazar.com.
To return my order, how should the conditions of the product and packaging be?
It is important that you deliver your order to the shipping company under the same conditions you received the product, click here to learn about our change and return policy.
Can I request the reimbursement of my order?
Pursuant to the right to change your mind enshrined in law 1480 of 2011 art. 47, the maximum term to exercise this right is 5 business days as of the delivery of the product. The product must be returned in exactly the same conditions you received it. To return a product contact us via our WhatsApp customer service line at + 57 3103781924 or via our email servicio@mercedessalazar.com
How can I place a question, complaint or claim?
You may send your questions, complaints and claims to our WhatsApp customer service line at + 57 3103781924 or via our email servicio@mercedessalazar.com
Contact Us
How can I contact you?
You may contact us via our WhatsApp customer service line at + 57 3103781924 or via our email servicio@mercedessalazar.com.
What are your business hours?
Our business hours are from Monday to Friday from 8:00 a.m. to 5:00 p.m., and Saturdays from 8:00 a.m. to 12:00 p.m.
