Shipping & Return Policy
SHIPPING
Our shipments take between 3 to 4 days under normal circumstances.
Products purchased through our Marketplace are subject to the dispatch conditions chosen by the user, and the delivery conditions available in our Marketplace. The user can freely choose the delivery address.
Once the payment is approved and the order is dispatched, PETRA will communicate the delivery date to the customer by email.
f no one receives the order at the delivery address, a second attempt will be made in the following three days. If after this attempt no one receives the order, the user should contact our Marketplace by email: hola@shoppetra.com. The customer then bears the cost of the new shipment. If the customer does not arrange for a new shipment within the following 5 days after the second attempt, the product is marked as abandoned, and there will be no compensation. In such cases, PETRA is not responsible for non-delivered products.
If the customer chooses payment upon delivery, and does not pay the full amount for the product and the predefined shipping cost; it is understood that there is a breach of contract, and the customer must pay for returning the products.
It is understood that anyone present at the delivery address specified by the customer, is authorized to receive the order; therefore, PETRA is exempt from any claims arising from the delivery made at the location designated by the customer.
RETURN POLICY
Returns are allowed within a 7-business day window after receiving your order, but only if the garment is defective or if you received a product with different features than what you ordered. In that case, follow these steps:
- Send an email to hola@shoppetra.com with photos and details of the issue with the received garment.
- The product must be in perfect condition, unused, and in its original packaging, including all packaging and tags.
- Once the product is received, the provider conducts a quality check that takes approximately 3 business days. Once the exchange or refund in the form of a credit note is authorized, we will proceed with whatever option the customer chooses.
Do we provide refunds?
Refunds will only be issued in the form of a credit note. Cash refunds are not provided.
Can I exchange a product for a different size or color?
Absolutely! PETRA gives customers the option to exchange their garment for another of the same reference, either in a different color or size. If you wish to exchange it for a different reference, that is also possible, as long as the new reference has an equal or higher value than the one previously purchased. However, this does not apply to items on promotion or discount.
What is our Warranty Exchange Policy?
Our Warranty Exchange Policy is valid for 30 calendar days from the date of purchase. Please remember to review and follow the care and washing instructions on the internal labels of the garments. The warranty covers only quality or suitability issues.
The garment will undergo a technical evaluation to determine if it qualifies for the warranty policy procedure. It will be verified that the garments are clean, in good condition, and without any modifications. The items must be complete and include their original accessories.
Please note that the following conditions are not covered by the warranty:
- Damage caused by natural wear and tear, excessive use or washing, or improper use of the product
- Abuse such as scratches, scuffs, and alterations caused by chemicals.
We recommend that you do not remove the internal labels of the garments and/or items.
