SHIPPING POLICIES
Through Lonadelrey.cl, the buyer can select their preferred shipping or delivery method and declares that they are aware of the specific conditions of each method offered, as detailed below:
SECTION I: FREE EXPRESS DELIVERY
GENERAL INFORMATION:
At the time of purchase, the buyer will have the option to select home delivery, through the "Free Express Shipping RM" option.
Free delivery applies to the following municipalities in the Metropolitan Region:
- Cerrillos
- Navia Hill
- Conchalí
- The Forest
- Central Station
- Huechuraba
- Independence
- The Cistern
- Florida
- The Farm
- La Pintana
- The Queen
- The Queen
- Las Condes
- Lo Barnechea
- Lo Prado
- The Mirror
- Macul
- Maipú
- Ñuñoa
- Pedro Aguirre Cerda
- Peñalolén
- Providence
- Father Hurtado
- Pudahuel
- Puente Alto
- Recoleta
- Renca
- Quinta Normal
- Quilicura
- Saint Bernard
- Saint Joachim
- San Miguel
- San Ramón
- Santiago Centro
- Vitacura
SPECIFICALLY:
- Once the delivery method has been selected, it is the buyer's responsibility to provide an address where they or an authorized third party can receive packages during delivery hours.
- Once the package is delivered to the shipping company, no changes can be made to the order.
- Deliveries are made Monday through Saturday, excluding holidays, between 3:00 PM and 9:00 PM (it is not possible to schedule a specific delivery time). Buyers should keep this schedule in mind when providing a work address for package delivery.
- Delays caused by direct reasons of the buyer such as: providing an incorrect or incomplete address; the buyer's refusal to accept the package; changes of address; the absence of the buyer or a third party authorized to receive the purchase, among others, will be the sole responsibility of the buyer, and, in the event that for such reasons the package is returned to our warehouses, the buyer will have the option of making an in-person pickup.
- If the buyer is ultimately unable to collect the order and wishes to cancel the purchase, the amount corresponding to the value of the product will be refunded, minus a fee for failed delivery as follows:
- Three thousand nine hundred and ninety ($3,990) Chilean pesos for products with dimensions whose sum of sides is up to 95 cm or weigh up to 5 kg.
- Eight thousand nine hundred and ninety ($8,990) Chilean pesos for products with dimensions whose sum of sides is from 96 cm or weigh from 5.1 kg up to products whose sum of sides is 150 cm or weigh up to 15 kg.
- Nineteen thousand nine hundred and ninety ($19,990) Chilean pesos for products with dimensions whose sum of sides is from 151 cm or weigh more than 15.1 kg.
- If the product is not collected within 30 calendar days, the transaction will be canceled and a refund will be arranged. This may be done by canceling the transaction if the payment was made by bank card, in which case the money will be returned to your card within the timeframe established by your bank. If cancellation is not possible, the refund will be issued via bank transfer. In either case, the corresponding amount for failed delivery, as previously mentioned, will be deducted.
- For refund purposes, where applicable, the buyer will be contacted to obtain their bank details. It is the buyer's responsibility to provide accurate information to ensure the transfer is successful. If the buyer fails to provide their bank details, the company will not be liable for any failure to refund the purchase price.
- If ninety (90) days have passed since the purchase was made without the buyer collecting the product or submitting their information to receive a refund, the order will be considered abandoned and no refunds will be issued.
- The deadline for claims regarding undelivered orders is three (3) calendar days from the date the maximum delivery period was due. After this period, the company is not responsible for undelivered orders.
- Free shipping deadlines may be modified in the context of CyberDay and CyberMonday events.
SECTION II: SALES WITH NORMAL HOME DELIVERY
GENERAL INFORMATION:
At the time of purchase, the buyer will have the option to select home delivery through recognized courier companies.
Purchases received Monday through Friday (excluding holidays), with payment confirmation before 2:00 PM, will be shipped via the courier service selected by the buyer on the same day. Purchases received after this time will be shipped the next business day.
SPECIFICALLY:
- Once the delivery method has been selected, it is the buyer's responsibility to provide an address where they or an authorized third party can receive packages during delivery hours.
- Once the package is delivered to the shipping company, the shipping addresses cannot be modified and no changes can be made to the order.
- Deliveries are made Monday through Saturday, excluding holidays, between 9:00 AM and 9:00 PM (it is not possible to schedule a specific delivery time). Buyers should keep this schedule in mind when providing a work address for package delivery. If no one is available to receive the package at the buyer's address during the specified time, please note that shipping companies typically make up to two delivery attempts. If delivery is unsuccessful, the package will be returned to our warehouse.
- Failed deliveries or delays caused by direct reasons of the buyer such as: providing an incorrect or incomplete address; the buyer's refusal to accept the package; changes of address; the absence of the buyer or a third party authorized to receive the purchase, among others, will be the sole responsibility of the buyer, and, in the event that for such reasons the package is returned to our warehouses, the buyer will have the option to request the shipment again, having to make the payment of both the new shipment and the expenses incurred with the transport company associated with the failed delivery.
- If the buyer is ultimately unable to receive the package and wishes to cancel the purchase, the corresponding amount for the value of the product will be refunded, minus any expenses charged by the transport company associated with the failed delivery.
- If the buyer does not request a new shipment within 30 calendar days, the transaction will be canceled and a refund will be processed. This refund may be issued via a credit card cancellation, in which case the money will be returned to the card within the processing time of the bank. If a cancellation is not possible, the refund will be issued via bank transfer. In either case, any costs associated with the failed delivery will be deducted.
- For refund purposes, where applicable, the buyer will be contacted to obtain their bank details. It is the buyer's responsibility to provide accurate information to ensure the transfer is successful. If the buyer fails to provide their bank details, the company will not be liable for any failure to refund the purchase price.
- If ninety (90) days have passed since the purchase was made without the buyer requesting a new shipment, or submitting their information to receive a refund, the order will be considered abandoned and no refunds will be issued.
- The deadline for claims regarding undelivered orders is three (3) calendar days from the date the maximum delivery period was due. After this period, the company is not responsible for undelivered orders.
- Delivery times by mail may be modified in the context of the CyberDay and CyberMonday events.
- Shipping is done through external transport companies selected by the buyers; however, if when shipping with the corresponding transport company there is any variation in price, the company will contact you to notify you of the fact, and the customer must pay the difference in rate, inform or confirm alternative delivery addresses, or cancel the order.
- The customer acknowledges and accepts that when selecting a particular shipping provider, that provider will manage its own terms and conditions of delivery. Therefore, it is the buyer's responsibility to familiarize themselves with these terms and conditions at the shipping provider's branches or websites. However, in the event of any delivery issues, the company will make its contact channels available to provide the necessary assistance or guidance.
SECTION III: IN-STORE PICKUP
Through Lonadelrey.cl, the buyer can select the store or branch where they wish to pick up their order.
PURCHASE WITH PICK UP OR IN-STORE COLLECTION
- The maximum processing time for the order is 24 business hours; the buyer will receive a confirmation email indicating the available days and times for pickup. To pick up the order, the buyer or an authorized third party must present the purchase receipt or invoice, preferably in digital format, and indicate the order number.
- The buyer will not be able to collect the item without having received the confirmation email; however, we make our contact methods available to arrange delivery in exceptional circumstances, whenever possible.
- The withdrawal periods indicated above may be modified in the context of the CyberDay and CyberMonday events and will be duly communicated to the buyer.
- If the product is not collected within 30 calendar days, the transaction will be cancelled and the refund will be arranged. This may be done by cancelling the transaction if the payment was made with bank cards, in which case the money would be returned to your card within the timeframes determined by each bank. If cancellation of the transaction is not possible, the refund will be made via bank transfer.
- For refund purposes, where applicable, the buyer will be contacted to obtain their bank details. It is the buyer's responsibility to provide accurate information to ensure the transfer is successful. If the buyer fails to provide their bank details, the company will not be liable for any failure to refund the purchase price.
