This is an example of a response that you might give. It's good to be as thorough as possible in responses as that has a tendency to improve trust overall.

METROPOLITAN LIMA

PROVINCE: Contact us via the website chat, providing your order number so we can locate your purchase details and provide your tracking code (See updates on your order with the code on the Olva website www.olvacourier.com)

• Check the previous information to see when you will receive your order.

Contact us via the website chat, indicating your order number (to locate your purchase details) and the product you wish to exchange.

• The product must be in good condition (not dirty, broken, or used).
• Exchanges for purchases made through online sales channels are handled exclusively at our outlet.
• Only the product you purchased will be exchanged (Model, size, or color).
• Hand the product to the delivery driver in a bag with its respective tags.
• You have 15 consecutive days from the date of purchase to submit the request (If exceeded, no exchange of any kind will be possible).
• Shipping costs, both return and outbound, are covered by the customer.
• The garment must not have been purchased on discount or promotion (discounted items are not subject to exchanges or returns)

If the above conditions are not met, your product exchange will NOT be processed. We do not issue refunds for products sold.

In the event that a product is purchased and the item is out of stock/unavailable or there is a pricing error, the customer will be contacted and an item exchange will be proposed.

You have 15 consecutive days from the date of purchase to request an exchange.

Contact us via the website chat, providing your order number (to locate your purchase details). If you are in a province, you will need to send the product to our main office in Lima (request information via message) so we can verify its condition. Then, we will proceed to send the new order (the company does not cover shipping costs).

We do not make any changes to garments that were on sale, clearance, pack, or promotion.

The photos from our sessions are 100% real, and the sizes and colors are referential due to variations that may occur from light, darkness, or color filters.

Purchases made through the website cannot be exchanged at any of our physical locations; exchange requests must be made online.

If the purchase holder receives it, they must provide:

-Proof of legal age
-Photo with the received purchase
-Signature on the receipt that will be printed with the package upon delivery
-Photo of ID
-If someone other than the holder receives it, they must provide the following information:
-Photo with the received purchase
-Photo of ID
-Signature on the receipt that will be printed with the package upon delivery

A delivery person cannot be sent to pick up a purchase (Delivery will only be made to the purchase holder or another person with the holder's consent)

-Our delivery person will take a photo of you with your purchase and the person receiving it.
-A photo will be taken of the ID of the person receiving the purchase.
-The person receiving the purchase must provide their ID and sign the receipt that will be printed with the purchase.

If you confirm to our delivery personnel that you will receive your purchase and there is no response at the time of delivery, the shipment will be rescheduled, but it will incur an additional cost.

-The person receiving the purchase must be 18 years of age or older; deliveries are not made to minors.

-If our driver is at the delivery location and the recipient does not follow the steps to receive the purchase, the delivery will not be made and the shipping fee will be charged (If you wish for it to be sent again, the shipping fee would have to be paid again).

If any of the established instructions are not met, the product will not be delivered.

From the day your order was confirmed for pickup, you have a maximum of 7 business days to pick it up.
Note: Otherwise, after 7 days, a shipping fee will have to be paid to deliver the order.

Your order will be ready within a RANGE of 2 to 4 days.

IMPORTANT: THE SALES DEPARTMENT WILL CONTACT YOU TO CONFIRM YOUR PICKUP AT THE ASSIGNED ADDRESS.

NO ORDER WILL BE DELIVERED WITHOUT PRIOR CONFIRMATION FROM THE SALES DEPARTMENT.

Pickup hours at our outlet location are:

Monday to Saturday: from 10 am to 1 pm and 2 pm to 5 pm.

No pickups are made outside of these hours.

Commercial warranty: "No cash or other payment refunds will be issued. No exchanges will be made for items purchased on sale or items showing signs of wear."