Refund policy
You can request a refund online within 7 days of delivery for damaged, poor quality or missing items.
Unless there's something wrong with the item, unfortunately we can't offer a refund for any items you change your mind about after your delivery.
Our returns policy is in accordance with statutory rights under the Consumer Contracts Regulations.
To start a return, you can contact us at hola@distriandina.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hola@distriandina.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Frozen/Refrigerated goods cannot be returned. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Missing Parcels
Most parcels arrive on time. However, on rare occasions, some parcels may become missing during transportation. Parcels can get misplaced for a number of reasons, such as the shipping label becomes damaged, obscured or dislodged during the shipping process or there’s been an issue during parcel sorting. If this were to happen, a missing parcel investigation will be conducted by our delivery partner, Parcel2Go, and courier, ParcelForce UK. These investigations last between 7-14 days, after which your parcel will be recovered and delivered or a full refund will be provided. Unfortunately, we will not be able to refund your purchase until after the investigation has been carried out to completion.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
