Policy on Shipments and Delivery Times

PRODUCT SHIPMENT AND PURCHASE PROCESSING:

Purchases are processed between 24 to 48 hours after receiving the purchase order, and shipment will be made, if within Chile, within 5 to 10 business days after purchases have been confirmed, or if international, within an average of approximately 30 days because of the worldwide Covid-19 crisis. Each shipment will be confirmed by e-mail to the customer. Please input the full, exact shipment address so that your product will arrive without trouble. The person receiving the product upon delivery must sign a receipt acknowledgement that will indicate that the person is receiving the product to full satisfaction. Any dissatisfaction must be notified the same day as delivery to info@anicymanuguian.com or by phone at +56 993188674.

We use DHL to make shipments and each shipment may be insured (extended liability service) at the customer’s choice. We recommend purchasing the insurance for regional and international shipments as it will assure good customer service throughout the process, receipt of the product in good condition, and a refund of the price paid if there is any loss or damage, to be confirmed and accepted by DHL.

NATIONAL SHIPMENTS:

Delivery time is approximately 5 to 10 business days after the purchase is confirmed. Insurance coverage (extended liability service) is available through DHL and can be purchased by the customer at the time of purchase. This insurance coverage will assure protection throughout the process, receipt of the product, and a refund of the price paid if there is any loss or damage, to be confirmed and accepted by DHL. The insurance is payable by the customer and if chosen, the particular charge will appear. Shipment is at no charge to the municipalities of Providencia, Lo Barnechea, Vitacura, Las Condes and La Reina in the Metropolitan Region of Chile.

INTERNATIONAL SHIPMENTS:

Taxes, customs duties and costs in each country of destination are not included for international shipments. Delivery time is no more than 30 business days and, given the worldwide COVID-19 crisis, delivery dates will be confirmed by e-mail to each customer once the estimated arrival time has been confirmed with DHL. Insurance coverage (extended liability service) is available through DHL at the customer’s expense and can be purchased by the customer at the time of purchase. If insurance is chosen, the rate to destination will appear. We recommend purchasing the insurance for international shipments as it will assure protection and good service throughout the shipment process, receipt of the product in good condition, and a refund of the price paid if there is any loss or damage, to be confirmed and accepted by DHL.

ONLINE PURCHASE TO BE PICKED UP AT THE ATELIER:

Should you choose to pick up your product at our Atelier, please do so at the agreed appointment time. All pick-ups must be made at the Atelier within 10 business days. We will let you know by e-mail or WhatsApp message when the product is ready and the time to pick it up. The transaction will be reversed if the product is not picked up at the specified time and the corresponding refund will be made.

COVERAGE AND REFUNDS FOR DAMAGES OR LOSS DURING SHIPMENT:

DHL offers extended liability coverage for both national and international shipments under which customers may receive a refund of their purchase, plus freight costs, if it is proven that DHL caused the loss or damage to the package. Customers who have purchased the insurance must promptly report receiving a package in poor condition or damaged or not receiving it to info@anicymanuguian.com.

The steps to take to report an insurance claim under DHL’s extended liability coverage are:

  1. Report the claim to the next email address info@anicymanuguian.com or by phone or WhatsApp at +569 9318 8674.
  2. Take pictures of the damage to the package and send those pictures and a copy of the invoice or bill of purchase and any other information to the above e-mail address to make the claim to DHL and process a refund.
  3. DHL will analyze the evidence and if the damage or loss is confirmed, it will proceed with the refund.

Refunds for national purchases:
DHL will refund the amount of insured national purchases, plus freight, directly to the customer’s account.

Refunds for international purchases:
Anicy Manuguian SpA will refund the amount of insured international purchases, plus freight, after DHL has confirmed the insurance claim.

In both cases, refunds may take as many as 45 business days. DHL assumes no liability for loss or damage to products not covered by the extended liability insurance and all such costs will be borne by customers.

Insurance costs:
The insurance cost is 1% of the product price. That price will appear when insurance is chosen and will be added to the product price and shipment charges.