Terms and Conditions

Last updated: April 15, 2026

1. About Us

Esencia Lencería
Tax ID (NIT): [TO COMPLETE]
Address: Calle 9 #72-50, Medellín, Antioquia, Colombia
Customer service: info@esencialenceria.com
WhatsApp: (+57) 316 688 18 94

Esencia Lencería is a lingerie and intimate apparel brand registered in Medellín, Colombia.

2. Acceptance of Terms

By browsing, registering, or making a purchase on esencialenceria.com, you agree to these Terms and Conditions, our Privacy Policy, and all applicable policies. If you do not agree with any provision, please do not use this site.

These Terms are governed by the laws of the Republic of Colombia. If you are a consumer in the United States, nothing in these Terms limits any mandatory rights you may have under the consumer protection laws of your state of residence. In the event of conflict between Colombian law and mandatory provisions of your applicable local law, the mandatory local provisions shall prevail.

3. Eligibility

You must be at least 18 years of age to make purchases on this site. By completing a transaction, you represent that you have the legal capacity to enter into a binding contract.

4. Products and Availability

Esencia Lencería offers lingerie and intimate apparel for women through our 24/7 online store. All product descriptions, images, and size charts are provided for informational purposes. Actual colors may vary slightly due to monitor settings. We also have physical retail locations in Medellín, Colombia; for updated hours and addresses, visit our Stores page.

5. Ordering Process

1. Select your product, size, and color, and add it to your cart.
2. Enter your shipping and billing information.
3. Choose a payment method and confirm your order.
4. You will receive an order confirmation email with full details. This email serves as proof of your transaction.

For personalized assistance, contact us via WhatsApp (+57) 316 688 18 94 or Instagram @esencia.lenceria.

6. Pricing and Currency

• Prices are displayed in Colombian Pesos (COP) and include applicable Colombian taxes (IVA).
• International customers are responsible for any import duties, customs fees, or local taxes charged by their country’s authorities upon delivery. These charges are not included in the product price or shipping cost.
• Esencia Lencería reserves the right to change prices at any time. The price applicable to your order is the price shown at the time of checkout confirmation.
• Discount codes are valid only for the specified period and cannot be applied retroactively.

7. Payment Methods

We accept the following payment methods:

• Credit and debit cards (processed by PayU Latam)
• Bank transfer
• QR code payment

All card payments are processed by PayU Latam in a PCI-DSS certified environment. Esencia Lencería does not store, process, or have access to your card details. The handling of payment data is governed by PayU Latam’s Terms and Conditions.

8. Orders and Cancellations

• Orders are packed on business days and dispatched the next business day after payment confirmation.
• Once an order has been confirmed and paid, it cannot be cancelled, except in the event of product unavailability.
• If a product is unavailable after your order is placed, we will contact you immediately to arrange an alternative product, a gift voucher, or a full refund by bank transfer.

9. Shipping and Delivery

We ship to Colombia and internationally. Estimated delivery times from dispatch:

• Medellín city center (bicycle delivery): 1–2 business days
• Valle de Aburrá metropolitan area: 1–2 business days
• Rest of Colombia: 2–5 business days via courier partner
• International: times vary by destination; tracking information will be provided upon dispatch

Shipping costs are calculated and displayed at checkout based on destination and shipping method. International customers are solely responsible for all import duties and customs clearance costs.

Esencia Lencería is not responsible for delays caused by courier companies, natural disasters, government restrictions, strikes, or other events beyond our control. In the event of loss or damage during transit, please notify us immediately so we can file a claim with the carrier on your behalf.

10. Size Guide

Our size guide, with step-by-step measuring instructions and a size comparison table, is available on the homepage. We strongly recommend consulting it before purchasing. For assistance, contact us via WhatsApp (+57) 316 688 18 94.

11. Warranty for Manufacturing Defects

Esencia Lencería warrants that its products are free from manufacturing and material defects. If you receive a defective product, you are entitled to choose from:

• Free repair of the item.
• Replacement with an identical item in perfect condition.
• Full refund of the amount paid.

Reporting deadline: Manufacturing defects must be reported to us within 2 business days of receiving your order, with photos of the defect, your invoice, and proof of payment. We will assess and resolve the warranty claim within 30 business days.

For returns due to defects, shipping costs for the return are covered by Esencia Lencería.

12. Size Exchange Policy

If you need to exchange for a different size, please contact us within 2 business days of receiving your order. The item must be in perfect condition — unworn, unwashed, and with original tags attached. Items that do not meet these conditions will not be accepted for exchange.

13. Returns and Refunds — Intimate Apparel Policy

Due to the intimate and personal-use nature of lingerie and underwear, and for hygiene reasons, all sales of intimate apparel are final once the original packaging has been opened or the item has been tried on or worn. This policy applies to all items in direct contact with the body.

This policy is consistent with industry standards and does not affect your rights to a remedy for manufacturing defects as described in Section 11 above.

If you are a consumer in a jurisdiction where a statutory right of withdrawal applies to intimate apparel and cannot be contractually waived, the applicable statutory period will govern. Please contact us at info@esencialenceria.com to initiate the process.

14. Intellectual Property

All content on this website — including text, images, photographs, designs, logos, videos, and the Esencia Lencería brand name — is the exclusive property of Esencia Lencería and is protected under Colombian copyright law (Law 23 of 1982), the Andean Decision 351, and applicable international intellectual property treaties.

You may not reproduce, distribute, modify, transmit, or otherwise use any content from this site for any purpose other than personal, non-commercial use, without prior written permission from Esencia Lencería.

15. User Conduct

By using this site, you agree to:

• Provide accurate and complete information on all forms.
• Treat all members of the Esencia Lencería community with respect. We do not tolerate demeaning, racist, misogynistic, or discriminatory comments of any kind.
• Not use the site for any fraudulent, illegal, or harmful activity.
• Maintain the confidentiality of your login credentials. You are responsible for all activity that occurs under your account.
• Not attempt to gain unauthorized access to any system, data, or other users’ accounts.

16. Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, ESENCIA LENCERÍA DISCLAIMS ALL EXPRESS AND IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THIS DISCLAIMER DOES NOT APPLY WHERE PROHIBITED BY APPLICABLE STATE OR LOCAL LAW, AND DOES NOT AFFECT ANY STATUTORY RIGHTS YOU MAY HAVE AS A CONSUMER.

Products sold through this site to customers outside of Colombia are not accompanied by a written warranty under the Magnuson-Moss Warranty Act or equivalent legislation, unless otherwise required by your local law.

17. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ESENCIA LENCERÍA’S TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR PURCHASE SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT GIVING RISE TO THE CLAIM.

IN NO EVENT SHALL ESENCIA LENCERÍA BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES. NOTHING IN THESE TERMS LIMITS LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE, FRAUD, FRAUDULENT MISREPRESENTATION, OR ANY LIABILITY THAT CANNOT BE EXCLUDED BY LAW.

18. Do Not Track

This website does not alter its data collection or use practices in response to browser Do Not Track signals. For details on our data practices, see our Privacy Policy.

19. Copyright / DMCA

If you believe that content available on this site infringes your copyright, please send a written notice to info@esencialenceria.com including: (i) identification of the copyrighted work; (ii) identification of the allegedly infringing material and its URL; (iii) your contact information; (iv) a statement of good faith belief that the use is not authorized; and (v) a statement of accuracy under penalty of perjury. We will respond to valid notices promptly.

20. Privacy and Personal Data

The collection and use of your personal data is governed by our Privacy Policy, which complies with Colombian Law 1581 of 2012 and the California Online Privacy Protection Act (CalOPPA). By accepting these Terms, you acknowledge that you have read and understood our Privacy Policy.

21. Changes to These Terms

We reserve the right to update these Terms at any time. Material changes will be notified via a notice on our website and, where possible, by email at least 30 days before the changes take effect. Orders already confirmed at the time of any change will be governed by the Terms in force at the date of purchase.

22. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Republic of Colombia. However, if you are a consumer in the United States or another jurisdiction, nothing in these Terms limits any mandatory rights you have under the consumer protection laws of your place of residence.

For any dispute, we encourage you to contact us first at info@esencialenceria.com. If we are unable to resolve the matter directly, you may pursue any available remedies under the laws of your jurisdiction, including contacting your local consumer protection authority.