This policy establishes the conditions governing the preparation, dispatch, transportation, delivery and tracking of orders placed through DUQCAFÉ's official sales channels.

DUQCAFÉ ships to most locations throughout Colombia through trusted carrier partners.

Remote or difficult-to-access areas may have limited coverage or require additional delivery time.

Before purchasing, customers may contact us to confirm coverage in their city.

All orders are prepared and dispatched from Bogotá D.C., Colombia.

Once payment has been confirmed, the order enters the preparation and dispatch process.

All orders are subject to inventory availability.

If a product is temporarily unavailable, DUQCAFÉ will contact the customer promptly to explain the situation and offer an appropriate solution.

• Orders confirmed before 12:00 p.m. may be dispatched on the same business day, subject to inventory availability.
• Orders confirmed after 12:00 p.m. will be dispatched on the following business day.
• Orders placed on weekends or public holidays will be processed on the next business day.

Delivery times may vary according to the destination and the carrier's operation.

These periods are estimates and may vary due to inventory, weather conditions, logistical events or circumstances beyond DUQCAFÉ's control.

Shipping charges depend on:

• Destination city.
• Weight of the order.
• Current carrier rates.

The applicable shipping amount will be communicated before the purchase is confirmed.

DUQCAFÉ does not currently offer free shipping, except during officially announced promotions or special campaigns.

Once your order has been dispatched, DUQCAFÉ will send the tracking information by WhatsApp or email.

Customers may use this information to check the shipment status directly with the assigned carrier.

When receiving your order, please verify that:

• The packaging is in good condition.
• There are no visible signs of impact, perforation or tampering.
• The products received match your order.

Any irregularity must be reported within 48 hours of delivery.

The customer is responsible for providing:

• Recipient's full name.
• Complete delivery address.
• City.
• Neighborhood, when applicable.
• A valid contact number.

DUQCAFÉ is not responsible for delays or additional costs caused by incorrect or incomplete information provided by the customer.

A delivery may be unsuccessful due to:

• An incorrect address.
• The recipient's absence.
• Inability to contact the recipient.
• Refusal of the shipment.

If the package is returned to DUQCAFÉ, the customer will be responsible for the cost of a new shipment.

The return address will be confirmed directly by DUQCAFÉ through email or WhatsApp before the product is sent back.

DUQCAFÉ is not responsible for delays caused by circumstances beyond its reasonable control, including:

• Weather conditions.
• Road closures or blockades.
• Strikes or public demonstrations.
• Mobility restrictions.
• Carrier operational failures.
• Force majeure or unforeseen events.

Whenever possible, we will keep the customer informed about the status of the shipment.

If a product arrives open, damaged or affected during transportation, the customer must contact DUQCAFÉ within 48 hours of receipt.

To evaluate the request, please provide:

• Photographs of the product.
• Photographs of the packaging.
• A video of the package opening, when available.

DUQCAFÉ will review the case according to its Returns, Exchanges and Warranties Policy.

If the carrier confirms that an order was lost during delivery, DUQCAFÉ will validate the incident and, once confirmed, arrange either a product replacement or an applicable refund.

DUQCAFÉ may update or modify this Shipping Policy at any time to improve the purchasing experience, comply with applicable regulations or adjust its logistical processes.

The current version will always be the version published on our official website.