1. COVERAGE
Productos de Belleza Ana María S.A., dispatches to all cities and towns in Colombia where forwarding is not necessary, through its allied carrier: Coordinadora, which provides security, so that the purchased products arrive at the destination address.
2. DELIVERY TIMES
The delivery time of the products is approximately 4 working days for main cities and up to 10 working days for other destinations.
Delivery times begin to count from the confirmation of payment. For payments by debit card, credit card and using the PSE button, the payment platform must approve the transaction according to the data analysis, which may take up to one business day. For payments with Efecty the payment information may take up to 1 business day after the payment is made.
Upon approval of the payment of the order, you will receive an e-mail with the confirmation of the payment. To check the status of your purchase, please go to the “My Account – My Orders” menu on our website.
Deliveries cannot be made on an exact schedule. In case you have any questions regarding the delivery of the product you can contact our Customer Service line in Bogota at (601) 3-20-30-23 ext 100 (Monday through Friday from 9am-4pm, or through our email servicioalcliente@cosmeticosanamaria.com.
The product may be received by any person of legal age who lives or is present at the place of delivery, for which the signature on the carrier’s waybill shall be sufficient.
In case the product has signs of damage or breakage in its packaging at the time of delivery, you should not receive the product, you must register it in the carrier’s waybill as an observation and contact our Customer Service line in Bogota at (601) 3-20-30-23 ext 100 (Monday through Friday from 9am-4pm) or through our email address servicioalcliente@cosmeticosanamaria.com.
3. COVERAGE
The following is a list of the destinations to which we are dispatching:
| Department | Population | Department | Population | |
| Antioquia | BELLO (ANT) | Huila | NEIVA (HLA) | |
| Antioquia | CALDAS (ANT) | La Guajira | RIOHACHA (GUAJ) | |
| Antioquia | COPACABANA (ANT) | Magdalena | ARACATACA (MG/FULL) | |
| Antioquia | EL CARMEN DE VIBORAL (ANT) | Magdalena | GAIRA (MG/LENA) | |
| Antioquia | THE SANCTUARY (ANT) | Magdalena | LA GRAN VIA (MG/LENA) | |
| Antioquia | ENVIGADO (ANT) | Magdalena | PALERMO (MG/LENA) | |
| Antioquia | GIRARDOTA (ANT) | Magdalena | SANTA MARTA (MG/LENA) | |
| Antioquia | GUARNE (ANT) | Magdalena | TAGANGA (MG/LENA) | |
| Antioquia | ITAGUI (ANT) | Goal | VILLAVICENCIO (META) | |
| Antioquia | LA CEJA (ANT) | Nariño | PASTO (NAR) | |
| Antioquia | THE STAR (ANT) | Norte de Santander | CUCUTA (N/STDER) | |
| Antioquia | MARINILLA (ANT) | Norte de Santander | VILLA DEL ROSARIO (N/STDER) | |
| Antioquia | MEDELLIN (ANT) | Quindío | ARMENIA (QDIO) | |
| Antioquia | RETIREMENT (ANT) | Quindío | CALARK (QDIO) | |
| Antioquia | RIONEGRO (ANT) | Quindío | CIRCASIA (QDIO) | |
| Antioquia | SABANETA (ANT) | Quindío | LA TEBAIDA (QDIO) | |
| Antioquia | SAN ANTONIO DE PRADO (ANT) | Quindío | MONTENEGRO (QDIO) | |
| Atlantic | BARRANQUILLA (ATL) | Quindío | QUIMBAYA (QDIO) | |
| Atlantic | GALAPA (ATL) | Risaralda | DOSQUEBRADAS (RS) | |
| Atlantic | MALAMBO (ATL) | Risaralda | PEREIRA (RS) | |
| atlantic | SOLEDAD (ATL) | Risaralda | SANTA ROSA DE CABAL (RS) | |
| Bolivar | CARTAGENA (BOL) | Santander | BUCARAMANGA (STDER) | |
| Bolivar | THE NOZZLE (BOWL) | Santander | FLORIDABLANCA (STDER) | |
| Bolivar | TURBACO (BOL) | Santander | GIRON (STDER) | |
| Boyaca | DUITAMA (BOY) | Santander | PIEDECUESTA (STDER) | |
| Boyaca | PAIPA (BOY) | Sucre | COROZAL (SUCRE) | |
| Boyaca | SOGAMOSO (BOY) | Sucre | COVEÑAS (SUCRE) | |
| Boyaca | TUNJA (BOY) | Sucre | MORROA (SUCRE) | |
| Caldas | CHINCHINA (CDAS) | Sucre | SAMPUES (SUCRE) | |
| Caldas | MANIZALES (CDAS) | Sucre | SAN PEDRO (SUCRE) | |
| Caldas | VILLAMARIA (CDAS) | Sucre | SINCELEJO (SUCRE) | |
| Cauca | MIRANDA (CAU) | Sucre | SINCE (SUCRE) | |
| Cauca | POPAYAN (CAU) | Sucre | TOLU (SUCRE) | |
| Cauca | PUERTO TEJADA (CAU) | Sucre | TOLU VIEJO (SUCRE) | |
| Cauca | SANTANDER DE QUILICHAO | Tolima | SPINAL (TOL) | |
| Cauca | VILLA RICA (CAU) | Tolima | FLANDERS (TOL) | |
| Cesar | BOSCONIA (CES) | Tolima | GUALANDAY (TOL) | |
| Cesar | VALLEDUPAR (CES) | Tolima | IBAGUE (TOL) | |
| Córdoba | CERETE (CORD) | Tolima | MELGAR (TOL) | |
| Córdoba | CHINU (CORD) | Valley | ALCALA (VALLEY) | |
| Córdoba | LORICA (CORD) | Valley | AMAIME (VALLEY) | |
| Córdoba | MONTERIA (CORD) | Valley | ANDALUCIA (VALLEY) | |
| Córdoba | SAHAGUN (CORD) | Valley | BUENAVENTURA (VALLEY) | |
| Cundinamarca | BOGOTA (W/BRAND) | Valley | BUGA LA GRANDE (VALLE) | |
| Cundinamarca | BRICEÑO (W/BRAND) | Valley | BUGA (VALLEY) | |
| Cundinamarca | CAJICA (W/BRAND) | Valley | CALI (VALLEY) | |
| Cundinamarca | CHIA (C/MARK) | Valley | CARTAGO (VALLE) | |
| Cundinamarca | COTA (C/MARK) | Valley | EL CARMELO (VALLEY) | |
| Cundinamarca | FACATATIVA (W/BRAND) | Valley | THE PLEASURE (VALLEY) | |
| Cundinamarca | FUNZA (W/BRAND) | Valley | GENEVA (VALLEY) | |
| Cundinamarca | FUSAGASUGA (W/BRAND) | Valley | JAMUNDI (VALLE) | |
| Cundinamarca | GACHANCIPA (W/BRAND) | Valley | PALMIRA (VALLEY) | |
| Cundinamarca | GIRARDOT (W/BRAND) | Valley | MEADOW (VALLEY) | |
| Cundinamarca | LA CALERA (C/MARCA) | Valley | SONSO (VALLEY) | |
| Cundinamarca | MADRID (C/MARCA) | Valley | TULUA (VALLEY) | |
| Cundinamarca | MOSQUERA (W/BRAND) | Valley | VIJES (VALLEY) | |
| Cundinamarca | RICAURTE (W/BRAND) | Valley | YUMBO (VALLEY) | |
| Cundinamarca | SIBATE (W/BRAND) | Antioquia | BARBOSA (ANT) | |
| Cundinamarca | SOACHA (W/BRAND) | Atlantic | JUAN MINA (ATL) | |
| Cundinamarca | SOPO (C/BRAND) | Atlantic | PUERTO COLOMBIA (ATL) | |
| Cundinamarca | TABIO (C/MARCA) | Boyaca | CHIQUINQUIRA (BOY) | |
| Cundinamarca | TENJO (W/BRAND) | Boyaca | TIBASOSA (BOY) | |
| Cundinamarca | TOCANCIPA (W/BRAND) | Boyaca | VILLA DE LEYVA (BOY) | |
| Cundinamarca | UBATE (W/BRAND) | Casanare | YOPAL (CAS) | |
| Cundinamarca | ZIPAQUIRA (W/BRAND NAME) | Cauca | CALOTO (CAU) | |
| Cundinamarca | EL ROSAL (C/MARCA) | Córdoba | CIENAGA DE ORO (CORD) | |
| Magdalena | SILT (MG/LENA) | Nariño | IPIALES (NAR) | |
| Norte de Santander | THE PATIOS (N/STDER) | Magdalena | FOUNDATION (MG/LENA) | |
| Valley | CANDELARIA (VALLE | Santander | BARBOSA (STDER) | |
| Valley | GUACARI (VALLEY) | Tolima | BUENOS AIRES (TOL) | |
| Valley | ROZO (VALLEY | Tolima | CHICORAL (TOL) | |
| Valley | VILLA GORGONA (VALLEY) | Valley | EL CERRITO (VALLEY) | |
| Valley | FLORIDA (VALLEY) |
4. SHIPPING COST
The shipping cost will be determined on a case-by-case basis depending on the destination, weight and volume of the package. This value will be calculated in the purchase process and you will be informed at the time of the settlement of the purchase order, all these values will be informed before you make the payment process. The delivery time of the orders will be from 4 days to 10 working days depending on the location of the city of destination of the purchase. For purchases equal to or greater than $80.000 the shipping cost will be assumed in its entirety by Productos de Belleza Ana María S.A.
5. RETURN AND EXCHANGE POLICY
If you wish to exchange any of our products, you can do it in the following way: Contact our customer service: servicioalcliente@cosmeticosanamaria.com or by phone: (601) 3203023 (Monday through Friday from 9am-4pm) or in Bogota (in any of our ANA MARÍA stores in the country, presenting the purchase invoice, within 30 days after the date of purchase (check here the nearest store).
The following aspects should be taken into account:
- Any exchange or return requires the presentation of the original purchase invoice, in case the customer does not present it, Ana Maria’s staff or the store must generate a copy of the invoice, asking the customer’s ID number or the ID number of the person who bought it.
- Exchanges are accepted for products that present a defect for quality reasons and that are within the established time to accept the exchange.
- Applies to discounted and non-discounted products.
- After opening: Makeup, cosmetics and treatment will be exchanged if there is any defect due to quality reasons.
- Hours for product exchanges in stores in the case of cities of Bogota from Monday to Friday, from 11 a.m. to 6 p.m. – 6 p.m. For the online store you must send an email to servicioalcliente@cosmeticosanamaria.com to evaluate the return process.
- The response to the claim must be sent to the client within 7 working days after the request has been filed.
- In the negative case, a written communication will be sent to the customer notifying the reasons for the rejection of the request, and the product will be returned to the person with the response.
- If you wish to make the exchange through www.cosmeticosanamaria.com, within 30 days after receiving the product, you must contact the Customer Service area through our Bogota line at (601) 3203023 ext 100 (Monday through Friday from 9am-4pm) or through our email servicioalcliente@cosmeticosanamaria.com, or through our website www.cosmeticosanamaria.com in the ‘Contact Us’ form. Where the process will be indicated as the case may be for exchange or return.
- Purchases made at Ana Maria’s points of sale in Bogota cannot be exchanged at www.cosmeticosanamaria.com.
6. GENERAL PQRS POLICY
The policy of changes of Productos de Belleza Ana María S.A.S. is of institutional character and constitutes a prerogative that unilaterally and by mere liberality, grants to its customers in an additional and extra legal way apart from the rights of consumers and users enshrined in the law 1480 of 2011. Productos de Belleza Ana María S.A.S. reserves the right to exchange or refund money, according to the analysis of the conditions of each case.
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- For articles that present manufacturing irregularities and/or product allergy, Productos de Belleza Ana María S.A.S. allows exchanges within a maximum period of 15 calendar days from the day following the day of delivery of the product. This period does not affect the consumer’s rights under current Colombian legislation.
- The product must be in the condition in which it was received, with its original packaging and with all its parts and accessories. *Check that you have received all items in perfect condition, once they are delivered to you, Productos de Belleza Ana María S.A.S. is not responsible for their loss.
- All exchanges or returns require the presentation of the original purchase invoice. In case of not presenting it, the customer must provide his ID number in order to generate a copy of the invoice. The exchange of the product will only be made to the holder of the invoice.
- In the case of skin treatment, the warranty does NOT cover the user’s perception of the immediate results of the product. Results will be visible with correct and continuous application, in some cases no less than 30 continuous days or depending on the specific case of each product, which may vary according to individual skin characteristics, product conditions and habits such as diet and/or exposure to free radicals.
- In case of complaints of product allergy or any unexpected symptoms, discontinue use or application. All cases will be sent with photographic evidence to the customer service department of Productos de Belleza Ana María S.A.S. (servicioalcliente@cosmeticosanamaria.com), who will begin the case review process with the company’s expert staff. If required, Productos de Belleza Ana María S.A.S. must refer the client to the company’s dermatologist.
- The response to the claim made, will be issued to the customer within 15 working days following the filing of the request, made to the customer service mail: servicioalcliente@cosmeticosanamaria.com
- In case of refund, the money will be transferred to the customer’s bank account. If you do not have one, for accounting traceability you must create a Nequi or Daviplata account, which does not incur any cost for the customer.
- The product must be returned to the place designated for this purpose by the supplier.
- If the customer’s request for a product exchange or refund is not granted, a written communication will be sent notifying the reasons for the response.
- Transportation and other costs involved in returning the goods shall be borne by the consumer. In case of incomplete returns or goods that do not comply with the same conditions in which they were delivered (damaged original packaging, used product or with less quantity than delivered, products whose presentation includes shrink wrap or cellophane and this is not included at the time of return) will not be accepted and therefore the withdrawal of the purchase will not be effective.
- Once the receipt of the goods has been confirmed at the address indicated by the team of Productos de Belleza Ana María S.A.S., the supplier has a maximum period of thirty (30) calendar days from the time the products entered back into inventory to proceed with the official dissolution of the purchase and official solution to the customer.
Effectiveness of the warranty *Productos de Belleza Ana María S.A.S. will respond to claims within 15 business days, as required by Article 58 of Law 1480 of 2011; in any case and if applicable, the effectiveness of the warranty will proceed as follows:
1. Repair or replacement of the product in case it is required.
2. The refund of money according to the amount paid at the time of purchase, will only proceed in the following cases:
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- When repair or replacement of the product is not possible or the product is discontinued and/or out of stock.
- When the diagnosis determines that it is a serious failure and/or that these are repeated after the repair of the same.
- When PRODUCTOS DE BELLEZA ANA MARÍA S.A.S., verifies that the product has a quality or suitability fault.
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* The guarantee shall not be effective in the following cases:
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- When the damage is caused by misuse of the product by the consumer, or if the consumer does not follow the instructions for use, conservation or custody of the product.
- When the damage is caused by force majeure or fortuitous event.
- In other cases provided for in the legal or regulatory provisions in force.
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Means of PQR requests: Productos de Belleza Ana María S.A.S accepts and processes requests made only through the mail servicioalcliente@cosmeticosanamaria.com.