Frequently Asked Questions (FAQ)

Do I need to create an account to place an order?
You can place an order as a registered or non-registered customer. If you wish to register, click Register and enter your personal information.
Your address will be filled in automatically through the checkout form.

Are my personal details kept private?
Yes. Your personal information is private, confidential, and never shared with third parties.
For more information, please refer to the Privacy Policy section.

I forgot my password—what should I do?
To reset your password, follow the instructions under Forgot my password in the My Account section.

What payment methods does voet.com accept?
We accept the following payment methods:

• Credit Card

• Mercado Pago

How long does shipping take and how much does it cost?
Shipping usually takes up to 5 business days within Colombia and up to 10 days internationally.
Shipping costs vary by destination (see our Shipping section).

How much tax will I have to pay?
Taxes are calculated based on the shipping destination.
You may receive a separate invoice for these charges depending on your country.

Can I modify or cancel my order once it’s confirmed?
We can cancel or modify your order only before the items are prepared for shipment.
We cannot merge orders or add items once an order is confirmed.

If you need any changes, please contact Customer Service at +57 311 3814878.

How can I track my order?
Once your package leaves our warehouse, you will receive an automatic email containing your tracking number (DHL or another courier).
If you are a registered customer, you can track your order in the My Orders section.

How can I return or exchange an item?
You have 7 days to decide whether to return or exchange an item.
Simply request a Return Merchandise Authorization (RMA) number from your account by completing the required information.

Will I be refunded in full?
Refunds are issued according to the payment method used for the order.
For cash-on-delivery orders, refunds are issued via bank transfer.

Shipping costs are not refundable unless the item is faulty or incorrect.
Taxes and customs duties outside Colombia are non-refundable.

For processing times, refer to the Refund Timeframe section.

Can I receive a store credit instead of a refund?
Yes. When returning an item, you may choose between:

• Refund

• Exchange

• Store credit

What does adding a product to the waiting list mean?
It means you will receive an email notification as soon as the item becomes available again.

How can I subscribe/unsubscribe to VOET’s newsletter?
You can unsubscribe by clicking the cancellation link at the bottom of every newsletter.

Which size should I choose?
A size conversion chart is available on each product page.
If you need assistance, our Customer Service team can help:
📩 liderproyectos@mansionparis.co

You may return any item with a sizing issue within 14 days of receiving it.

Can I return a personalized item?
No. Personalized items cannot be canceled, returned, or exchanged.