Customer Service Policy

At Cotopaxina, we are dedicated to providing exceptional customer service to enhance your shopping experience while purchasing men’s and women’s clothing, as well as backpacks and handbags. Our commitment to you is reflected in the following customer – centric policies.

1. Contact Us

  • Email Support: For any inquiries, concerns, or assistance, our primary contact channel is email. You can reach us at support@cotopaxina.com. Our customer service team is committed to responding to your emails promptly, typically within 24 business hours. Please include your order number (if applicable), a detailed description of your issue, and your contact information to help us address your concerns more efficiently.
  • General Inquiries: Whether you have questions about product availability, sizing, fabric details, or any other general product – related queries, feel free to send us an email. We are here to provide you with accurate and helpful information to assist you in making informed purchasing decisions.

2. Order – Related Support

  • Order Processing: If you have questions regarding the status of your order, such as when it will be shipped or if there are any delays, contact us via email. We will update you on the progress of your order. As a standard practice, we process orders within 1 – 3 business days and ship them out. You will receive a shipping confirmation email with a tracking number once your order has been dispatched, allowing you to monitor its journey.
  • Order Changes: If you need to make changes to your order, such as modifying the shipping address, canceling an item, or changing the quantity, contact us as soon as possible. While we strive to accommodate order changes, we cannot guarantee that we will be able to make the changes, especially if your order has already entered the shipping process.

3. Shipping – Related Support

  • Free Worldwide Shipping: We offer free shipping on all orders globally. However, if you encounter any issues with the shipping process, such as a package not arriving within the estimated 3 – 5 – day delivery window, please let us know. We will work with the shipping carrier to track your package and resolve any delivery – related problems.
  • Shipping Delays: In case of shipping delays due to unforeseen circumstances like extreme weather, customs issues (for international orders), or carrier – specific problems, we will keep you informed. If the delay is expected to be longer than normal, we will provide you with options, such as waiting for the package or canceling the order for a full refund.

4. Returns and Refunds

  • 180 – Day Return Policy: We offer a generous 180 – day return policy for all products. If you are not satisfied with your purchase, you can initiate a return. To start the return process, email us at support@cotopaxina.com. Our team will guide you through the necessary steps, including providing a return authorization number and instructions on how to return the item.
  • Return Conditions: The returned items must be in their original condition, with all tags attached and in the original packaging. Once we receive the returned item and verify its eligibility, we will process your refund. The refund will be issued to the original payment method used for the purchase.

5. Product – Related Support

  • Product Quality: If you receive a defective or damaged product, contact us immediately via email. We will arrange for a replacement or a full refund, depending on your preference. Please include photos of the defective or damaged item in your email to help us assess the situation more quickly.
  • Product Information: If you need more information about a product, such as additional measurements, care instructions, or color variations, our customer service team is ready to assist. We can provide you with detailed information to ensure that the product meets your expectations.

6. Feedback and Suggestions

We value your feedback and suggestions. If you have any comments about our products, services, website, or customer service experience, please share them with us via email. Your input helps us improve our offerings and provide an even better shopping experience for you and other customers.

At Cotopaxina, we are committed to ensuring your satisfaction. Our customer service team is always ready to assist you, so don’t hesitate to reach out for any support you may need during your shopping journey with us.