Exchange Policy

Exchange window and valid reasons

Exchanges are accepted within 7 calendar days of delivery, for the following reasons:

• Size exchange (subject to stock availability)
• Verified manufacturing defect
• Product different from the one ordered (dispatch error)

Conditions of the garment

To be eligible for exchange, the product must meet all of the following conditions:

• Unused, unwashed and unaltered
• Original tags attached and complete original packaging
• Accompanied by the payment receipt (boleta/factura) or order number
• No stains, odors, makeup, deodorant, or signs of wear

Non-eligible items

For hygiene and consumer protection reasons, we do not accept exchanges of:

• Intimate garments that show signs of use after direct contact with skin
• Customized or made-to-measure products
• Products whose original packaging or tags have been removed or damaged
• Promotional or discounted items, except for verified manufacturing defects

Refunds

No cash refunds are offered. Eligible exchanges are resolved through a product replacement or a store credit (coupon) for the full value of the product, except in the cases where a refund is legally mandatory under Law No. 29571.

If the requested size or model is unavailable, we will offer an exchange for another garment of equal value or a transferable store coupon with no expiry date.

Shipping costs of exchanges

Shipping costs of exchanges (sending the original garment and dispatching the replacement) are borne by the customer, unless the exchange is due to a manufacturing defect or a dispatch error attributable to us — in that case we assume the costs.

How to request an exchange

Contact moldeateperu@gmail.com and include:

• Order number
• Full name
• Reason for the request
• Photos (for manufacturing defects)

Processing

We evaluate requests within 48 business hours. Once approved, send the product to Av. José Pardo 537, Miraflores, Lima, Perú (in Lima you may also deliver it in person). After receiving and verifying the garment, the replacement is dispatched within 1–3 business days.

Manufacturer's warranty

All garments carry the manufacturer's warranty against manufacturing defects. If a defect is confirmed, the exchange is processed at no cost to you.

Complaints

If you are not satisfied with the resolution, you may file a complaint in our virtual Complaints Book (Libro de Reclamaciones) or before INDECOPI, under Law No. 29571.