Terms and Conditions

Terms and Conditions

Welcome and thanks for visiting us, we appreciate your interest in ITANA HANDMADE SAS and our website www.itana.com.co , together with our related websites, social networks, mobile site and other services provided by us. These Terms of Service are a legally binding contract between you and ITANA HANDMADE SAS, regarding the use of our website constituted under the current laws of the Republic of Colombia, whose main activity is to allow the exhibition and commercialization of products for acquisition in online for consumers.

By visiting www.itana.com.co , you are accepting and consenting to our terms and conditions, as well as our personal data processing policy, which correspond to the general conditions that will govern the transactions carried out on our website. It is possible that these are modified from time to time without prior notice, and will be applicable from the moment of their publication on this web page, for this reason you should read our data processing policy, as well as these general conditions each time you visit our site and/or carry out a transaction with us by this means. Users who enter the site www.itana.com.co from countries other than Colombia, may make purchases subject to current regulations in Colombia.

In particular, we draw your attention to our policies related to the terms of purchase and our personal data processing policy. If you are under 18 years of age, you must inform your parents or guardians about the personal data processing policy of www.itana.com.co and the registration and use of this site or any of its services must be carried out by Your representative who, in accordance with the legal regime, is obliged to take into account your opinion prior to granting your authorization and in general before any treatment that is given to your data.

Please read the following terms of service, if you do not agree with any of the sections presented here you must stop using the site immediately.

Acceptance of Terms and Conditions

By accessing, browsing and purchasing the itana.com.co website , you are accepting and are bound by these Conditions, and all applicable laws will govern and be interpreted in accordance with Colombian law.

ORDERS:

We have 2 order options:

Option # 1: On Demand (Pre-Order) :

Production on demand means that we do not produce more or less than what is requested. This means that every time we launch a new collection, we wait for new orders to come in before we start producing. This is the most sustainable way to buy because it creates 0% excess material.

Overproduction in fashion is one of the biggest environmental threats in the world. Our advance ordering system allows us to accurately visualize the demand levels required before production, so we only produce the number of garments that we are actually going to sell. For you, this means being able to order next season's must-haves in advance, while also taking part in the movement towards a more sustainable fashion industry.

After the launch, it is evaluated if the product continues as an exclusive order or if it is categorized as a product in stock (depending on availability).

The garments that are ordered in Pre Order / On Demand Mode have an estimated delivery time between 12-20 business days. At Itana we work with love to deliver your pieces as soon as possible, but at the same time in an ethical and responsible way with the environment.

Option # 2: Purchase of Product in Stock

For some of our products we maintain availability, their availability will be indicated in each product through the possibility of selecting the reference, color and size and its inclusion in the shopping cart, however, if after exhausting all our resources to meet your order, if between the purchase and the processing of the order the product is no longer available, you will be informed immediately, and you can cancel the purchase and obtain a refund of the money.

The purchase can be made at any time and day of the week as our website is active 24 hours a day and 7 days a week, however, if the order is made after 6:00 p.m. or on Saturdays, Sundays and holidays, it will be processed the business day following its completion.

COLORS : We have made every effort to display the colors of our products as accurately as possible. However, these may vary depending on the device and screen from which you browse, for this reason we cannot guarantee that the display you have from your device is accurate and identical to the actual color.

PRICES: The prices shown on our site itana.com.co change depending on the country where you are, so they can be shown in Colombian pesos (COP - $), US dollars (USD - $ ) or euros (EUR - € ), these prices include taxes. In no case are the prices in USD and EUR calculated based on the COP exchange rate, these are differentiated for products sold outside of Colombia. If you are a customer whose credit/debit card is not denominated in the currency you are making the purchase, the final price will be calculated according to the exchange rate applicable on the day the card issuer processes the transaction.

ITANA HANDMADE SAS, reserves the right to determine the price of the products and make changes to them without prior notice, but the price applicable to your order will be the price that is published at the time you carry out the transaction and it is accepted. your order and your payment. We do not offer a price adjustment on items purchased whose price has been temporarily reduced after your transaction, once an item has been purchased at a sale price with or without a discount, there will be no change in price or refund of the difference between the price paid and the new one that would have been published, after its payment.

ITANA HANDMADE SAS will make reasonable efforts to keep the price information published on the website updated. We recommend that you check our website periodically for current pricing information. ITANA HANDMADE SAS can make promotional offers with different characteristics, dynamics and prices without these being applicable to all buyers, in any case in the publication of such offers the conditions of time, manner and place to be able to access them will be published.

Privacy Policy

As an integral part of the Terms of Use and Browsing Conditions of the Portal www.itana.com.co, this section, called Privacy Policy, whose purpose is to establish the rules on obtaining, using and storing data and information collected from Internet users, in addition to recording their activities on the Portal.

Throughout the purchase process at www.itana.com.co we will request personal data from our customers. In compliance with Law 1581 of 2012 "Personal Data Protection Law" and Decree 1377 of 2013, ITANA HANDMADE SAS, informs that it is responsible for the administration of said data. According to our personal data processing policies, the mechanisms through which we make use of these are safe and confidential, since we have the appropriate technological means to ensure that they are stored to avoid unwanted access by third parties, and in that same order we ensure their confidentiality.

We will use the information provided by our customers to perform order processing and delivery, send order status notifications, and to send information that our customers may find useful or have specifically requested, including information about our products, services, and offers, unless you tell us that you object to being contacted for these purposes or do not authorize the processing of your personal data for these purposes.

Subject to obtaining your knowledge, we may contact you by text message/SMS, MMS, email, direct mail or by telephone. If you do not wish to receive communications through any or all of these channels, you can communicate it at any time by email to itanacustomerservice@gmail.com , by phone +57-3154119868 or by direct mail to Calle 24 Sur # 38- 81- Envigado, Antioquia and will stop receiving such communications. You can access the details of your order through the "My Orders" page. On this page you will be able to see the details of your previous orders, those that are open and those that are still in the process of being shipped.

1. THIRD PARTIES: We may share your data with third parties to help us with any of the functions mentioned in our Privacy Policy. For example, we may use third parties to assist us with delivering product promotions, collecting payments, shipping products, or managing customer service systems. We may share information with third parties for fraud protection and risk reduction purposes. Third parties must commit to maintaining the privacy policies of this document for the handling of their data.
2. PAYMENT INFORMATION: Payments made through the Site will be processed by our online payment agent Mercado Pago. Your information should only be provided on our site. Said information must be accurate and truthful and must be kept up to date. If any change occurs in your data, you must update it through the "My Account" page on our website.

Our Shopify e-commerce technology platform and our payment partner Mercado Pago are PCI DSS certified for the secure handling of credit card information. While we cannot guarantee 100% security, these systems have proven to be effective in handling sensitive information and will make it difficult for a hacker to crack

your data.

ITANA HANDMADE SAS will not be responsible for errors or wrong charges made by the payment platform, as it is a platform that provides an independent service to the sales made by our company.

Data Treatment, Use and Collection Policy

This personal data processing policy is prepared in accordance with the provisions of Law 1581 of 2012 regulated by Decree 1377 of 2013, and other complementary provisions, which will be applied by ITANA HANDMADE SAS in relation to the processing of personal data.

1. AIM

In this policy, ITANA HANDMADE SAS establishes the necessary guidelines to protect the Personal Data of the Holders, as well as the purpose of collecting the information, establishes the criteria for the collection, storage, use and deletion of the data of the holders, your rights, the obligations of ITANA HANDMADE SAS as the person in charge, the channels for handling queries and claims, the procedures for handling these, and the validity of the databases.

1. DEFINITIONS:

Authorization: prior, express and informed consent of the owner to carry out the processing of personal data.

Database (DB): organized set of personal data that is subject to treatment.

Personal data: any information linked or that can be associated with one or several determined or determinable natural persons.

Owner : natural person whose personal data is processed.

Data processor: natural or legal person, public or private, that by itself or in association with others, performs the processing of personal data, on behalf of the data controller.

Responsible for the treatment: natural or legal person, public or private, that by itself or in association with others, decides on the database and/or the treatment of the data.

1. PRINCIPLES :

Security principle : the information subject to Treatment by the Treatment Manager or Treatment Manager referred to in Law 1581 of 2012, must be handled with the technical, human and administrative measures that are necessary to grant security to the records, avoiding their tampering, loss, consultation, use or unauthorized or fraudulent access.

Principle of purpose: the Treatment of personal data obeys a legitimate purpose in accordance with the Constitution and Law 1581 of 2012, which must be informed to the Holder.

Principle of freedom: Treatment may only be exercised with the prior, express and informed consent of the Owner. Personal data may not be obtained or disclosed without prior authorization, or in the absence of a legal or judicial mandate that relieves consent.

Principle of veracity or quality: the information subject to treatment must be truthful, complete, exact, verifiable and understandable. The Processing of partial, incomplete, fractional or misleading data is prohibited.

Principle of transparency: in the Treatment, the right of the Holder to obtain from the Treatment Manager or the Treatment Manager, at any time and without restrictions, information about the existence of data that concerns him must be guaranteed.

Principle of restricted access and circulation: Treatment is subject to the limits derived from the nature of personal data, the provisions of this law and the Constitution. In this sense, the Treatment can only be done by persons authorized by the Owner and/or by the persons provided for in Law 1581 of 2012.

Principle of confidentiality: all persons involved in the Processing of personal data that are not of a public nature are obliged to guarantee the confidentiality of the information, even after the end of their relationship with any of the tasks included in the Treatment, and may only Provide or communicate personal data when it corresponds to the development of the activities authorized in Law 1581 of 2012 and in its terms.

Principle of legality in terms of data processing: the processing of personal data is a regulated activity that must be subject to the provisions of Law 1581 of 2012 and other provisions that develop it.

1. RESPONSIBLE :

Company name : ITANA HANDMADE SAS

Address: Calle 24 Sur # 38-81

City: Envigado, Antioquia/ Colombia

Email: itanacustomerservice@gmail.com

Telephone: +(57) 3154119868

Area in charge: Customer Care

1. TREATMENT TO WHICH THE PERSONAL DATA WILL BE SUBJECTED/PURPOSES:

We use the personal information you provide to us for purposes that include, but are not limited to:

1. We use your email address to help you create, manage, and maintain an account on our Services, to communicate with you, to provide you with updates or information you request, to respond to requests, comments, and questions.

2. We use your email address and phone number to send you security alerts, shipping notifications, and other administrative messages and to provide customer support.
3. Fill requests for products, services or information.
4. Track and confirm orders online.
5. Deliver products.
6. Manage a loyalty or loyalty program.
7. Provide customer service, respond to requests, complaints or claims.
8. Manage sweepstakes, promotions or surveys.
9. Offer new products and services.
10. Improve the effectiveness of our web portal, our marketing efforts and our services and offers.
11. Conduct research and analysis for business purposes.
12. Evaluate the quality of our products and carry out studies on consumption habits, preferences, purchase interest, product testing, concept, service evaluation, satisfaction and others related to our products.
13. Send marketing communications, offers or promotions.
14. Control and prevent fraud in all its forms.
15. To monitor and analyze trends, usage and activities, and improve our Services and product offerings;
16. To facilitate transactions and payments;
17. To record purchases you have made through our Services.
18. Eventually, queries may be made in external databases to guarantee the reliability and conformity of the information provided by the client.
19. Control and prevent fraud in all its forms.

If you provide us with other people's information, or if other people give us information about you, we will only use that information for the specific reason for which it was provided. Some examples include providing a mailing address for advertising, purchases shipped to a different address than the buyer as a gift, gift registry.

1. WHAT INFORMATION DO WE COLLECT?

1. INFORMATION PROVIDED BY THE USER:

Registration and profile information: When you create an account or place an order, we ask for your first name, last name, email address, phone number, identification number, payment information, shipping and billing address, neighborhood, city, and department where you reside, demographic information may eventually be requested.

Payment Information: When you make a purchase, depending on the payment option chosen, we may use a third-party service provider to handle payments for us so we only receive your payment approval or rejection information. Payments made through the site will be processed by our online payment agent MercadoPago. only your information should be provided on our site. Said information must be accurate and truthful and must be kept up to date. If any change occurs in your data, you must update it through the "My Account" page on our website.

Our electronic commerce platform VTEX and our payment partner MercadoPago have the PCI DSS certification for the secure handling of credit card information.

COMMUNICATIONS : If you contact us directly, we may receive additional information about you. For example, when you contact our customer care team, we will receive your name, email address, phone number, the content of a message or attachments you may send us, and other information you may provide. We may also record your calls with our Customer Service team to handle your inquiry and for training, research and product development purposes.

1. INFORMATION WE COLLECT WHEN USING OUR SITE:

Location Information: When you use our Services, we receive your precise location information. We also infer your more general location information (for example, your IP address may indicate your more general geographic region).

Device Information : We receive information about the device and software you use to access our Services, including Internet Protocol (IP) address, web browser type, operating system version, telephone carrier, and manufacturer. , app installs, device identifiers, mobile advertising identifiers, and push notification tokens.

Usage Information: To help us understand how you use our Services and to help us improve our Services, we automatically receive information about your interactions with our Services, such as the pages or other content you view, the searches you perform, the purchases you make, and the dates and times . of your visits.

User Feedback: We receive information about ratings and comments that you post when you use our Services.

1. INFORMATION WE RECEIVE FROM THIRD PARTIES:

Information from third-party services: If you choose to link our Services to a third-party account, we may receive information about you, including your profile information, and your use of the third-party account. If you want to limit the information available to us, you should visit the privacy settings of your third-party accounts to learn about your options, for example, to sign in to our site, you can choose whether to sign in with your Google or Facebook account.

1. TREATMENT OF SENSITIVE PERSONAL DATA

According to Law 1581 of 2012, sensitive personal data is "those that affect the Owner's privacy or whose improper use may generate discrimination, such as those that reveal racial or ethnic origin, political orientation, religious or philosophical convictions, belonging to unions, social organizations, human rights or that promote the interests of any political party or that guarantee the rights and guarantees of opposition political parties, as well as data related to health, sexual life and biometric data.” Within them are also recognized the data of minors.

ITANA HANDMADE SAS, must process data of this nature, in the development of relations with its employees and/or candidates in selection processes, especially those related to health, and eventually data of a biometric nature in the implementation of security measures in systems of access control to its facilities or to some physical spaces, in any case in the processing of said data special security measures will be adopted, and in any case when authorization for the processing of sensitive data is to be requested, the owner will be warned of the purposes for which they will be processed and they will be informed that they have the right to refrain from answering questions about sensitive data or about data of children and adolescents.

1. DATA PROCESSING OF MINORS

ITANA HANDMADE SAS, tries in the development of its economic activity not to collect information from minors, if you are under 18 years of age, your data can only be entered into our databases with the express consent of the legal representative of the minor. .

Notwithstanding the foregoing and in the event that data is provided to us by minors, said data will be subject to the rules indicated below.
Special requirements for the treatment of personal data of children and adolescents.

The Treatment of personal data of children and adolescents is prohibited, except in the case of data of a public nature, in accordance with the provisions of article 7 of Law 1581 of 2012 and when said Treatment complies with the following parameters and requirements:

1. That responds to and respects the best interest of children and adolescents.
   2. That the respect of their fundamental rights be ensured.

Once the above requirements have been met, the legal representative of the child or adolescent will grant authorization prior to the minor's exercise of his or her right to be heard, an opinion that will be assessed taking into account maturity, autonomy and ability to understand the matter.

In accordance with the Colombian Constitutional Court, the personal data of minors under 18 years of age can be processed, as long as the prevalence of their fundamental rights is not put at risk and unequivocally responds to the realization of the principle of their best interest, without prejudice. of compliance with the foregoing, the collection and any use of the data of minors that are registered in the ITANA HANDMADE SAS databases or that are requested require the express authorization of the legal representative of the child or adolescent, these representatives to whom ITANA HANDMADE SAS will facilitate the possibility that they can exercise the rights of access, cancellation, rectification and opposition of the data of their wards.

All managers and managers involved in the processing of personal data of children and adolescents must ensure their proper use. For this purpose, the principles and obligations established in Law 1581 of 2012 and in the regulatory decree must be applied.

The family and society must ensure that those responsible and in charge of processing the personal data of minors comply with the obligations established in Law 1581 of 2012 and in the regulatory decree.

By virtue of the foregoing, ITANA HANDMADE SAS will only process the data of minors, prior respect for the principles already indicated in the collection of the authorization and as long as the best interests of the minors are respected in their treatment. .

1. AUTHORIZATION

For the treatment of personal data by ITANA HANDMADE SAS, the prior, informed and express authorization of the Owner is required, which will be obtained by any verbal (leaving its record), written, physical or electronic means that can be consulted. later; without prejudice to the exceptions provided by law, it being understood in any case that this authorization is given when registering in our offices, points of sale and/or on the website and accepting the collection and processing of data. ITANA HANDMADE SAS will keep proof of said authorizations in an appropriate manner, respecting the principles of confidentiality and privacy of information.

Any changes to these policies or the way you use your Personal Information will be announced and published by means of a notice prior to the application of the new terms, and all modified terms will automatically take effect five (5) days after the appearance of a notice on our website.

1. CASES IN WHICH ITANA HANDMADE SAS DOES NOT REQUIRE AUTHORIZATION FOR THE PROCESSING OF DATA, OR FOR THE DELIVERY OF DATA IN ITS POSSIBILITY

1. When the information is requested from ITANA HANDMADE SAS by a public or administrative entity that is acting in the exercise of its legal functions or by court order.
2. In the case of data of a public nature because these are not protected by the scope of application of the standard.
3. Duly verified medical or health emergency events.
4. In those events where the information is authorized by law to comply with historical, statistical and scientific purposes.
5. In the case of data related to the civil registry of people or that rests in public records because this information is not considered as data of a private nature.

1. DATA SECURITY:

We use certain organizational security measures, physical techniques that are designed to ensure the integrity and security of the personal information we process. We take steps to ensure that your personal information is treated securely and in accordance with this Privacy Policy. Unfortunately, the Internet cannot be guaranteed to be 100% secure and we cannot guarantee the security of the information you provide to us, we will do everything possible and within our power to ensure that the information you provide to us is under our domain and control. avoiding its alteration, loss, consultation, use or unauthorized or fraudulent access.

1. VALIDITY OF THE POLICY:

This Policy enters into force on January 25, 2023.

The Personal Data provided will be kept as long as its deletion is not requested by the interested party (unless it is requested and there is a legal duty to keep it). The databases of ITANA HANDMADE SAS will have an indefinite period of validity since their treatment will be necessary while ITANA HANDMADE SAS subsists and the development of its corporate purpose, in any case this term will not be less than (50) years. This version of this policy is in force from the date of its publication, which completely replaces any provision or previous data processing policy, and will be in force indefinitely and during the time that ITANA HANDMADE SAS executes the activities described. in the in it and they correspond to the treatment purposes that inspired this policy.

Any modification that is made to this policy will be published in the same way as the initial policy.

1. RIGHTS OF THE HOLDERS:

The Holders of personal data have the following rights:

1. Know, update and rectify your personal data against those responsible or in charge of the treatment, in the case of ITANA HANDMADE SAS This right may be exercised, among others, against partial, inaccurate, incomplete, divided, misleading, or those data whose treatment is expressly prohibited or has not been authorized.
2. Request proof of authorization granted to the person responsible for treatment, except when expressly excepted as a requirement for treatment, in accordance with the provisions of article 10 of Law 1581 of 2012.
3. Be informed by the person in charge or in charge of the treatment, upon request, regarding the use that has been given to your personal data.
4. Submit complaints to the Superintendence of Industry and Commerce for violations of the provisions of this Policy and the rules that regulate it.
5. Revoke the authorization voluntarily and/or request the deletion of the data when the principles, rights and constitutional and legal guarantees are not respected in the treatment. The revocation and/or deletion will proceed when the Superintendence of Industry and Commerce has determined that in the treatment the person in charge or in charge has incurred in conduct contrary to the Constitution and the Law.
6. Free access to your personal data that has been processed.

1. PROCEDURE FOR THE EXERCISE OF RIGHTS BY THE HOLDERS:

The holders of personal data should address their queries, requests or claims to the email: itanacustomerservice@gmail.com 

1. Queries: ITANA HANDMADE SAS, must respond to queries within a term of ten (10) business days from the date it was received. When it is not possible to comply with this time, the interested party must be informed, stating the reasons for the delay and the date on which the query will be addressed within a term of no more than five (5) days.

2. Claims: The owner or successor in title who considers that the information contained in a database should be corrected, updated or deleted, or when they notice the alleged breach of any of the duties contained in the law or in this policy, may present a claim to ITANA HANDMADE SAS, which will be processed under the following rules:

The claim will be made by means of a request addressed to the person in charge or in charge of the treatment, to the email itanacustomerservice@gmail.com with the identification of the owner, the description of the facts that give rise to the claim, the address, and accompanying the documents that you want to make. to worth.

If the claim is incomplete, ITANA HANDMADE SAS, will require the interested party within five (5) days after receiving it to correct the faults.

After two (2) months from the date of the request, without the applicant submitting the required information, it will be understood that the claim has been withdrawn.

The maximum term to address the claim will be fifteen (15) business days from the day following the date of receipt. When it is not possible to address the claim within said term, the interested party will be informed of the reasons for the delay and the date on which their claim will be addressed, which in no case may exceed eight (8) business days following the expiration of the first finished.

The owner or successor in title may file a complaint with the Superintendence of Industry and Commerce, once the consultation or claim process has been exhausted before the person in charge or in charge of the treatment without having had a satisfactory response to his request.

1. Revocation of the authorization and/or deletion of the data: The holders may at any time request ITANA HANDMADE SAS, the deletion of their personal data and/or revoke the authorization granted for the treatment thereof, by filing a claim, in accordance with the provisions of article 15 of Law 1581 of 2012, Decree 1377 of 2013 and the procedure indicated in this policy. Said revocation may be requested by the owner or successor in title to the email itanacustomerservice@gmail.com In the case of emails related to ITANA HANDMADE SAS marketing information, you may also request the revocation through a link that appears at the end of each email.

If the respective legal term has expired, ITANA HANDMADE SAS has not deleted the personal data, the owner will have the right to request the Superintendence of Industry and Commerce to order the revocation of the authorization and/or the deletion of the personal data. Notwithstanding the foregoing, personal data must be kept when required to comply with a legal or contractual obligation.

LEGITIMATED TO ADVANCE THE CLAIMS AND CONSULTATIONS AND TO WHOM THE INFORMATION OF THE HOLDERS MAY BE PROVIDED:

1. To the owners of the data, their heirs or representatives at any time and through any means when they request it from ITANA HANDMADE SAS
2. To the judicial or administrative entities in the exercise of functions that raise some requirement to the company so that the information is delivered.
3. To third parties that are authorized by law.
4. To third parties to whom the Data Holder expressly authorizes to deliver the information and whose authorization is delivered to ITANA HANDMADE SAS

CONTACT: To find out what is related to the ITANA HANDMADE SAS data protection policy, you can contact +57 3154119868, or by email: itanacustomerservice@gmail.com where you can make the respective request.

Delivery Promise

At www.itana.com.co it is our commitment to comply with delivery times, therefore if the day your order arrives you are not present to receive it, the carrier will be authorized to leave it at the gate or with someone who is at the indicated address, it is not essential that the same person who makes the purchase is the one who receives the order, unless you notify us through one of our customer care channels, we know how important it is to you and that you would not like wait until the next opportunity to receive it.

At ITANA HANDMADE SAS, we want to guarantee that your order is delivered within the agreed time. If we need to contact you to notify you of any news about the order and in the course of a month we cannot find you, we will proceed with the refund of the money. If the payment was made by credit card, MercadoPago is requested to reverse the payment; if it was made by debit card, we will send a voucher or credit note with a credit balance for the value of your purchase to your personal email registered in the purchase, the which will be valid for 6 months once issued.

The value of the shipment is not included in the value of the products, this will be informed during the purchase process at check-out, after entering the delivery address of your order. On specific occasions, due to commercial strategies, shipping will be free, this will be announced on the website in current promotions.

You can access the details of your order through the "My Orders" page. On this page you will be able to see the details of your previous orders, those that are open and those that are still in the process of being shipped.

It is important to keep in mind that if you purchase an order that is On-Demand, you can check the shipping times for each individual product and its description. Please note that since all items are made to order and produced from scratch to avoid waste and overproduction, different sizes will be in different stages of production and therefore have different shipping times. So make sure you click on the size you want to see how long it will take to arrive.

In our online store we want to deliver your order in the best possible way and as agreed, and we will try to make the delivery in the following terms:

1. National orders (Colombia): The products will be shipped through COORDINADORA MERCANTIL SA, an external logistics operator hired by ITANA HANDMADE SAS The logistics operator is responsible for the safe delivery of the products and within the agreed times. We have a delivery time of 5 business days for Medellín and Valle de Aburrá, and 7 business days for Bogotá, Cali, Barranquilla, Cartagena, Manizales, Armenia and Pereira, and up to 10 business days for the rest of the country. Delivery days are counted from the day after the order is placed.

1. International orders (outside Colombia): The shipment of the products will be made through DHL EXPRESS COLOMBIA LTDA, an external logistics operator and contracted by ITANA HANDMADE SAS The logistics operator is responsible for the safe delivery of the products and on time agreed. We have a delivery time of 15 to 25 business days, counted from the day after the order is placed, which may vary due to withholdings or delays at customs or local authorities.

All duties and taxes assessed by customs are the responsibility of the customer.

These times do not apply to promotions or special events in the industry, for these dates the delivery times will be extended, these will be informed on the website in current promotions, you will also know the estimated time during the purchase process when entering the delivery address, In any case, said period will not exceed thirty (30) calendar days from the date the order was placed.

In accordance with the legal regime, and in the event that the delivery of the order cannot be made within a period of thirty (40) calendar days, you may request the cancellation of the transaction and refund of the price paid. Submitted this request, the refund of the price paid will be effective within a maximum period of sixty (40) calendar days, counted from the date on which you report the non-receipt of the order within thirty (40) days, we want to guarantee that your order is delivered in the agreed time.

Returns & Exchanges

To request a change of a purchase at www.itana.com.co remember that you have up to sixty (15) days after the delivery date of your order.

Within this period you must send your change request to the email itanacustomerservice@gmail.com or by sending a WhatsApp message to the number +57 3154119868 and complete the form at this link. Once the change request is filed with the necessary data for it, we will request the allied carrier to collect the product on an agreed date and time.

Products purchased at www.itana.com.co can only be changed by size in physical stores in the national territory. For changes for another reference, the customer must make the change through our aforementioned customer experience channels. (email itanacustomerservice@gmail.co or WhatsApp to the number +57 3154119868.

For these changes it is necessary to provide the identification number of the person who made the purchase and all the data corresponding to the initial order, the products must be in perfect condition, with the Labels and without any sign of having been used, our support team It will indicate the steps to follow to collect the package.

ITANA HANDMADE SAS is not responsible for the loss of packages with returned items, if the change is accepted, an exchange will be offered for size, exchange for another item or a balance in favor of the client to make a new purchase through www . .itana.com.co (this credit balance will be valid for 6 months from the time of issuance), but there will be no refund of money. Purchases of promotional items will only be offered change by size, if there are no stocks, a credit balance will be given.

FAQ's

1. How should Itana handwoven garments be washed and cared for?

You should not use or dip in the sea or in the pool. The color may change and the piece may fade in the first uses. This piece should be dry cleaned. Store it on a flat surface so that it retains its shape.

2. How should Itana fabrics and Textures garments be washed and cared for?

Hand wash and dry on a flat, horizontal surface in the shade. Do not twist, do not use chlorine or bleach, do not dry clean, do not rub, do not use a washing machine or tumble dryer. Always avoid storing the garment damp or wet.

3. What does On Demand / or Pre-Order mean?

Production on demand means that we do not produce more or less than what is requested. This means that every time we launch a new collection, we wait for new orders to come in to start production. This is the most sustainable way to buy because it creates 0% excess material and thus helps the environment.

4. How is the On Demand / or Pre-Order Method Sustainable?

On demand is one of the most sustainable production methods out there because instead of mass production, we wait for orders to come in so we can produce exactly the quantity requested. In this way, we have no leftover stock or fabric; most brands burn them or take them to landfills, a huge threat to our ecosystem.

5. How long does my On Demand / Pre Order order take?

Depending on the garment and the time it takes to make; Under each product you can see more or less in how many business days your garment will be delivered if you are in Colombia. We will be sending you information messages about your order via WhatsApp or to your email about your order.

6. What material are Itana's woven garments made of?

At Itana we work with different types of threads; always betting on sustainability as a response in the universe of clothing, contributing to the environment and the ecosystem. Our portfolio is distributed with 90% of the portfolio of garments in 100% Cotton and the other 10% with acrylic threads and/or other materials depending on the need for the product design and the occasion of use.

To answer your specific questions, please contact itanacustomerservice@gmail.com or WhatsApp line + (57) 3154119868.

MARIANA ECHAVARRIA

Manager

ITANA HANDMADE SAS

+(57) 315-411-9868