Exchanges and Returns

Exchange and return policies

At Mouette, our goal is to ensure you are satisfied with your purchase. If for any reason (other than warranty) you are not satisfied with the product purchased, you can notify us within 5 business days. You have 30 calendar days from the date you purchased your product to exchange it .

the following requirements:

  • The garment has not been used.
  • Have all your labels.
  • Not to be found dirty.
  • No traces of deodorants or makeup containing chemicals that discolor or damage fabrics.
  • No traces of chemical or bleach use.
  • Do not present faded.
  • The garment should not have been altered or modified by the consumer.
  • The shape of the garment must be perfect.
  • The print, appliqués or embroidery must not have inconsistencies due to washing, ironing or adulteration.
  • Be in the same condition in which it was acquired.
  • They must retain the original label. We suggest trying on the garments before removing them.
  • You must present the gift certificate or provide the buyer's ID number.
  • The purchase must have been made in our physical Mouette store, in the online store mouette.com.co, or through WhatsApp on the lines.
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  • hereinafter WhatsApp Mouette).
  • Underwear, stockings, leggings, bodysuits and jewelry cannot be exchanged .

For changes of clothes you must keep in mind that:

  • Purchases made in physical stores or via WhatsApp Mouette cannot be exchanged in the online store www.mouette.com.co
  • In no case will money be refunded for the exchange of clothing.

If you meet these criteria, you should notify us and contact us via our email address servicioalcliente@mouette.com.co or directly with your advisor.

Procedure for exchanging merchandise purchased in a physical store or via WhatsApp

1- Go to one of our stores with the product you wish to exchange for reasons other than the warranty or send it to Calle 61 # 9-59, La Castellana neighborhood (La Española) (customer assumes shipping costs).

2-Deliver the item(s) you wish to exchange to the checkout counter, where the purchase and condition of the item will be validated. (In-store applies).

The review consists of determining whether any of the following causes exist that prevent the exchange of the garment(s), such as:

  • The garment has been worn.
  • Not having all your labels.
  • To find oneself dirty.
  • Have traces of use of deodorants or makeup with chemicals that discolor or deteriorate fabrics.
  • Have traces of chemical or bleach use.
  • Present faded.
  • The garment was altered or modified by the consumer.
  • The shape of the garment may have been altered or altered.
  • The print, appliqués or embroidery may present inconsistencies due to washing, ironing or adulteration.
  • Modifications to the purchased garment.
  • Do not keep the original tag. We suggest you try on the garments before removing them.
  • Failure to present the gift certificate or provide the buyer's ID number.
  • Underwear, stockings, leggings, bodysuits and jewelry cannot be exchanged.
  • Item purchased within a period of more than 30 calendar days.

3 If your exchange is accepted, we will inform you of the balance due and you will be able to choose the new item(s) to exchange, which you must do immediately or within a maximum of 28 days.

Please note that the exchange must be made for a product of equal or greater value than the original purchase price. If the item you wish to exchange is of greater value, you will be required to pay the excess amount. The exchange value will be solely the value paid for the item.

If your exchange request is denied, the store assistant will inform you of the reasons why the exchange is not appropriate and will refund the item. Mouette reserves the right to exchange a product based on the analysis of the conditions of each case.

NOTE: Within the exchange policy, Mouette does not exchange products for others of lesser value than those initially purchased. In other words, exchanges are only made for garments whose value to be paid is equal to or greater than the amount initially paid, taking into account that the exchange policy is Mouette's own discretion and purely generous.