FAQs

  • How do you buy something?   

  1.  To make a purchase you must first select the products you want, select the size and quantity, click on the add to bag option.
  2. Click on the option “view bag” on the bag icon. Here you can edit the number of each previously selected product or remove it.
  3. Sign in or register (if you have not done it yet)
  4. Fill in your shipping and payment information.
  5. Finally you will be shown on the screen your order and delivery information. The same will information will be sent to the email.

 

  • Do I need an account to make a purchase?

Yes, it is necessary that you create an account to make a purchase, this is in order to allow you to track your orders and facilitate the process in your next purchases.

 

  • How can I communicate with Mattelsa?

mattelsavirtual@mattelsa.net

Facebook, Instagram, Mobile and WhatsApp +57 300 507 1000

 

  • Do prices already include TAXES?

NO, all our prices do not have TAXES already included. You should pay for it in your country.

 

  • Do the prices already include shipping?

No, once you tell us where you want to take the order, depending on the place, a cost will be assigned.

 

  • How can I know what size I am?

In each product you will find, on the right side of the photo, a box with the information of the FIT (Model sizes). There you will find a link of " more information and size guide", by clicking here you will find a table with the details of sizing.

  

PAYMENT METHODS

  • What are the payment methods?

You can pay with credit cards MasterCard, Visa, Diners or American Express.

 

  • What security policies does Mattelsa have for my credit card data?

From our E-commerce we do not capture, store or transmit transactional data.  For this you can make your payments on our website without worrying.

  

ORDER

  • Can I make changes to my order after it has been made?

In this case you must immediately contact us and if the order has not yet been sent we will explain the procedure to be performed.

 

  • How to follow up on my order?

To track your order, we will send you an email with the tracking number to do it through DHL web page:  http://www.dhl.com/en/express/tracking.html

  • How long does it take to get the order?

No more than 7 working days.

 

  • How much will it cost me to send the order?

The shipping cost will be calculated at checkout.

  

  • If the size I ordered does not work for me, how can I make the change?

We accept warranty before 30 days from the date of purchase. Exchanges do not apply if it is a body because it is underwear. You would pay for the shipping costs. Communicate with us to start the process.

  • If the product I ordered arrived in poor condition, how can I make the change?

To process a guarantee, you have 30 days after the delivery date to communicate the problem with us. For more information about processing a guarantee and the steps you must take, please see the Exchanges section found on the terms and conditions page,

  

Resellers

  • Do you sell clothes wholesale?

Yes, you can apply as an international distributor (Only if you are not in Colombia). Contact us for more information.