Terms and conditions

Order Cancellations

At ITANA, we accept order cancellations only within the first 2 hours after purchase confirmation, provided that the order has not been processed or shipped. After this period, it will not be possible to cancel the order, and the conditions set forth in our Return Policy will apply. To request a cancellation, please contact us immediately at itana.servicioalcliente@gmail.com or by phone at +57 305 412 07 92, including your order number. 

Customs Procedures and Import Charges

In some countries, if the order value exceeds the minimum tax-free import threshold (de minimis), customs procedures and additional charges may apply, such as local taxes, duties, or administrative fees.

These costs are determined by the customs authorities of the destination country and must be borne by the buyer.

Our store has no control over these charges or over potential customs retention or inspection times, and therefore cannot be held responsible for delays or costs associated with such procedures.

Support for International Orders

For inquiries related to shipping status, tracking, or logistics management of international orders, we recommend contacting the assigned shipping company directly, such as FedEx, using their official service channels.

If your inquiry is related to product features, availability, post-sale support, or any non-logistical matter, please contact our customer support team by emailing: itana.servicioalcliente@gmail.com. We will be happy to assist you.

Currency and Payment Methods

All prices listed in our store are expressed in US dollars (USD), and transactions are processed exclusively in this currency.

If the buyer uses a card or payment method in a different currency, the final amount may vary depending on the exchange rate applied by their financial institution at the time of the transaction. Any additional charges resulting from currency conversion or bank fees are the buyer’s responsibility.

Payments are processed through the secure platform e-Payco, which supports credit cards, debit cards, and other electronic means of payment, subject to availability and local regulations in the buyer’s country. All transactions are handled under certified security protocols, ensuring confidentiality and data protection during the payment process.