Shipping policy

PAYMENT ON DELIVERY (COD) POLICY – COLOMBIA
NORVA SELECT / GRUPO NORVA PRESTIGE SAS
Last updated: January 16, 2026

Scope
This policy governs the cash on delivery service (“COD”) for purchases made exclusively in Colombia through:

Website: norvaselect.com
WhatsApp channel (assisted sales)

COD is an optional payment method, subject to internal security validations and to the operational availability of partner carriers.

What is cash on delivery (COD)?
Cash on delivery is a payment method in which the buyer pays at the time of receiving the shipment, through the collection managed by the carrier.
This model is common in Colombia for e-commerce and sales through digital channels.
Authorized carriers
Norva Select ships COD orders through:

Coordinadora
Inter Rapidísimo

The final assignment of the carrier depends on coverage, route, capacity, and operational validation.

COD coverage and eligibility
COD is available only for:

Main cities in Colombia (according to the carrier’s actual coverage and internal validation).
Orders with a maximum total amount to be collected of COP $750,000 (including products + shipping + COD fee).
Orders with complete and verifiable information (full name, ID/NIT when applicable, mobile number, exact address, neighborhood, references when applicable).

Norva Select may reject, limit, or request prepayment for COD orders when there are objective signs of risk (e.g., history of non-receipt, inconsistencies, high probability of return, fraud patterns).

COD service fees

COD order placed through the website: COP $15,000
COD order placed through WhatsApp: COP $25,000

Nature of the fee: it corresponds to management costs, operational risk, and handling of the collection.
Important: the COD fee is added to the total amount to be paid upon delivery.

Accepted payment method upon delivery
For Norva Select’s COD service, payment is made only in cash at the time of delivery.
If the customer wishes to pay online, they must request a change to the prepayment modality (see section 9).
Mandatory order confirmation (anti-fraud)
Once the customer requests a COD order, Norva Select will send a confirmation message (via WhatsApp and/or email) so that the customer can:

Confirm that the information is correct, or
Request correction, or
Reject/cancel if they do not wish to receive the order.

If the customer does not respond within 48 hours, the COD order will be automatically canceled as part of anti-fraud control and logistical efficiency.

Delivery, external verification, and opening of the package

8.1 External verification before payment
The customer must verify, before paying, that the delivery corresponds to their purchase based on:

Recipient’s name
Sender (Norva Select)
Tracking number
Amount to be collected
Assigned carrier

Inter Rapidísimo recommends validating that “it is your purchase” and, if it is not, not making the payment.

8.2 Opening the package before payment is not allowed
For operational security and prevention of claims/fraud in COD shipments, opening the package before making the payment is not allowed.
This is a common rule in cash-on-delivery / cash-on-collection shipments.
Once the order has been paid and received, any issue (damage, missing items, error) is handled through support channels under the Policy for Exchanges, Warranties, and Returns.

Change from COD to prepayment
The customer may change their order from COD to prepayment at any time before dispatch by notifying through:

WhatsApp (sales channel), or
Email: info@norvaselect.com

Note: There is no extra charge for changing to prepayment. However, if the order has already been dispatched, the change may not be possible.

Delivery attempts, availability, and reception desk

10.1 Delivery attempts
Carriers usually make multiple delivery attempts before returning the package. In businesses that operate with Coordinadora, up to three (3) attempts are reported; this may vary according to route/city and operational conditions.

10.2 Delivery at reception desk / receipt by third parties
The customer authorizes that the order may be received at the building’s reception desk or by a third party, under the following rules:

If the shipment is free or prepaid, the reception desk may receive it without any problem.
If the shipment is COD, the customer must coordinate with the reception desk to leave the exact amount in cash and ensure availability.

Norva Select is not responsible for delays, refusals, or coordination failures between the customer and the reception desk/third parties.

Non-receipt, refusal, and consequences of COD

11.1 If the customer does not receive the order (without valid justification)
If the order is returned due to reasons such as: no answer, no one available to receive, refused, insufficient address, addressee does not live there, or similar:

The order may be canceled.
The customer will lose access to the COD method for future purchases (service restriction as a risk-control measure).
Norva Select may require prepayment for future purchases.

11.2 If the customer refuses due to actual inconsistencies
If the customer proves that the package does not correspond to their purchase (e.g., amount, recipient, sender), they may refuse to pay and report immediately to info@norvaselect.com with evidence (photo of the label and visible data).
This is consistent with the prior verification recommendation of the collection service.

Packaging, security, and traceability
All orders are shipped sealed and packed to reduce the risk of tampering and to protect the product.
In the event of a logistical incident, Norva Select may conduct tracking and management with the carrier in accordance with the procedures in place.
Limitations and reservation of rights
Norva Select reserves the right to:

Suspend or limit COD during peak-demand seasons, in high-risk areas, or due to fraud-related causes.
Cancel COD orders when it is not possible to validate identity/data or when reasonable signs of risk exist.
Block IP, email, phone number, and/or address associated with COD abuse patterns.

Official customer service channels
Email: info@norvaselect.com

Any request related to COD must be submitted through official channels for control and traceability.

POLÍTICA DE CAMBIOS, DEVOLUCIONES, RETRACTO, GARANTÍA Y REVERSIÓN DEL PAGO NORVA SELECT – Operado por GRUPO NORVA PRESTIGE SAS Ámbito: Compras realizadas en Colombia (100% ecommerce) Última actualización: 16 de enero de 2026 Canal único de radicación: info@norvaselect.com Dirección de devoluciones (solo con autorización previa): Carrera 7 # 30-00, Bogotá D.C., Colombia 1) Tabla rápida: ¿Qué aplica según tu caso? CasoFiguraPlazo para reportar/solicitarResultado¿Quién paga envíos? Producto equivocado/incompleto / daño por transporte Novedad operativa 48 horas desde la entrega Cambio/reposición prioritaria Norva Select (si se confirma) Cambio por talla/color/referencia (sin defecto) Cambio comercial Hasta 30 días calendario 1 cambio por orden (sujeto a inventario) Cliente (ida y vuelta) Devolución por gusto/decisión del cliente Devolución comercial Hasta 30 días calendario Saldo a favor (no dinero) Cliente (retorno) Derecho de retracto (cuando proceda) Retracto legal 5 días hábiles Devolución del dinero Consumidor asume devolución Defecto de fabricación / calidad Garantía legal Según término anunciado (y reglas legales) Reparación/cambio/devolución Según diagnóstico Pago no reconocido / fraude / no recibido / no corresponde / defectuoso (pagos electrónicos) Reversión del pago 5 días hábiles desde conocimiento Reversión vía emisor/pasarela Según proceso 2) Reglas generales (RMA obligatorio) Para cualquier solicitud (cambio, devolución, garantía, retracto), debes radicar primero al correo info@norvaselect.com con: Número de pedido Nombre y documento del comprador (si aplica) Producto(s) y motivo Fotos y/o video (obligatorio para daño/defecto/equivocado) Ciudad, dirección y teléfono No recibimos paquetes enviados sin autorización previa (RMA). Si llega un paquete sin RMA, podrá ser rechazado o devuelto al remitente (flete a cargo del remitente). 3) Ventana crítica: 48 horas para errores, daños o producto equivocado Debes reportar dentro de las 48 horas siguientes a la entrega si ocurre: Producto equivocado / referencia incorrecta Faltantes Daño atribuible al transporte (empaque colapsado, derrames, golpes, etc.) Evidencia requerida: fotos del empaque, guía, producto y etiqueta. Si se confirma responsabilidad de Norva Select o del operador logístico en el marco del despacho, asumimos la logística y priorizamos reposición/cambio. 4) Cambios comerciales (1 cambio por orden) 4.1 Condiciones Se aceptan cambios hasta 30 días calendario desde la entrega, siempre que: Producto sin uso, sin lavado, sin olores, sin manchas, sin alteraciones Con etiquetas/marquillas originales Con empaque original y accesorios completos (si aplica) 4.2 Límite y disponibilidad Máximo 1 (un) cambio por orden. Sujeto a disponibilidad de inventario. Si no hay disponibilidad, ofreceremos alternativas (otro producto o saldo a favor). 4.3 Costos de envío en cambios En cambios por gusto (talla/color/referencia), el cliente asume: Envío de retorno a Norva Select Envío del nuevo producto 5) Devoluciones comerciales (30 días) → SALDO A FAVOR (no reembolso) 5.1 Condiciones La devolución comercial aplica hasta 30 días calendario desde la entrega y exige cumplir las condiciones del punto 4.1. 5.2 ¿Qué entregamos? Si se aprueba la devolución comercial, Norva Select otorga un Saldo a Favor (Bono Digital) por el valor efectivamente pagado del/los producto(s) devueltos. Reglas del saldo a favor (Bono): Se emite como código o cupón digital. No es canjeable por dinero (beneficio comercial). No es transferible sin autorización. Se puede usar en el sitio hasta agotar el saldo. No incluye costos de envío ya prestados (si pagaste $18.000 de envío, ese servicio ya se ejecutó). Si tu compra tuvo envío gratis por superar $500.000, no hay envío a reembolsar. Esta es una política comercial voluntaria. No afecta derechos legales de retracto, garantía o reversión del pago cuando procedan. 6) Perfumes (hombre y mujer): condiciones reforzadas por higiene e integridad Para perfumes, por su naturaleza de uso personal y por seguridad/higiene, aplican reglas estrictas: 6.1 Cambios/devoluciones comerciales Solo se aceptan si el perfume está: Sin uso Con sello/precinto intacto (si aplica) Con caja original en perfecto estado (sin roturas, sin etiquetas arrancadas) No aceptamos devoluciones comerciales de perfumes abiertos, destapados o con sello roto. 6.2 Retracto legal El retracto tiene excepciones legales y puede no aplicar a ciertos bienes, incluyendo bienes de uso personal, según el régimen del art. 47 y su interpretación. Operativamente, tratamos perfumes abiertos como no retractables por higiene y seguridad del consumidor. 7) Retracto legal (Ley 1480/2011) — cuando proceda 7.1 Plazo El consumidor puede ejercer retracto dentro de cinco (5) días hábiles desde la entrega. 7.2 Costos y devolución El consumidor debe devolver el bien en condiciones razonables de entrega. Los costos de transporte y demás costos de devolución corren por cuenta del consumidor, conforme al régimen del retracto. 7.3 Devolución del dinero (ecommerce) En comercio electrónico, la devolución del dinero por retracto no puede exceder de quince (15) días calendario desde que el consumidor ejerció el derecho y cumplió sus obligaciones (datos correctos + devolución del producto). 8) Garantía (defectos de calidad e idoneidad) 8.1 Garantía legal La garantía legal se rige por el Estatuto del Consumidor. El término será el anunciado por el productor/proveedor; si no se informa, puede operar 1 año para productos nuevos. 8.2 Garantía operativa anunciada por Norva Select (30 días) Norva Select anuncia como término operativo general 30 días calendario desde la entrega para evaluar y gestionar defectos de fabricación en las categorías comercializadas, salvo que una norma, una autoridad o la ficha del producto dispongan un término distinto (en cuyo caso prevalece el término aplicable). 8.3 No cubre (criterio operativo) No se considera defecto de fabricación: Daños por mal uso, manipulación, exposición a químicos, humedad, calor, golpes Lavado/uso contrario a instrucciones Intervenciones por terceros o alteraciones 9) Logística inversa (devolución/cambio) con SEGURO obligatorio Para proteger tu mercancía y cerrar el riesgo de pérdidas, toda devolución/cambio enviado por el cliente debe cumplir: Enviar por Coordinadora o Inter Rapidísimo (recomendado) Seguro obligatorio por el valor comercial declarado del producto Empaque seguro (caja rígida), guía legible y datos completos Enviar dentro del plazo indicado en la autorización RMA Riesgo de transporte en devoluciones: si el cliente envía el paquete, el riesgo durante el transporte de retorno se gestiona conforme a la guía, seguro y condiciones del operador. Sin seguro declarado, el cliente asume mayor riesgo económico en caso de pérdida. Si el caso es error de Norva Select (equivocado/dañado), podremos emitir guía de retorno y asumir logística, según validación. 10) Tiempos internos de respuesta (SLA) Confirmación de radicado: 1–2 días hábiles Evaluación tras recepción física: 2–5 días hábiles Emisión de saldo a favor (devolución comercial): dentro de 3–7 días hábiles después de aprobación Retracto (reembolso): hasta 15 días calendario, cumpliendo requisitos 11) Promociones, descuentos y “Venta final” Los productos con etiqueta visible de promoción/descuento pueden tener condiciones especiales de cambio/devolución comercial, informadas en el producto y/o checkout. Aun así, la garantía legal se mantiene cuando aplique. “Venta final” significa sin devoluciones/cambios comerciales por gusto, pero no elimina derechos legales aplicables. 12) Reversión del pago (pagos electrónicos) — ruta formal Si pagaste electrónicamente y aplica causal (fraude/operación no solicitada/no recibido/no corresponde/defectuoso), la reversión exige: Radicar queja al proveedor y al emisor dentro de 5 días hábiles desde que conoces el hecho, y cumplir requisitos legales. 13) Contacto único info@norvaselect.com Cualquier solicitud por canales distintos puede retrasar o impedir la trazabilidad.

Here is the English version, keeping a formal, legal-style tone and aligned with Colombian e‑commerce regulations.

POLICY ON EXCHANGES, RETURNS, RIGHT OF WITHDRAWAL, WARRANTY, AND PAYMENT REVERSAL
NORVA SELECT – Operated by GRUPO NORVA PRESTIGE SAS
Scope: Purchases made in Colombia (100% e-commerce)
Last updated: January 16, 2026
Single channel for requests: info@norvaselect.com
Return address (only with prior authorization): Carrera 7 # 30-00, Bogotá D.C., Colombia

Quick table: What applies to your case?

Case	Legal/Commercial figure	Time limit to report/request	Result	Who pays shipping?
Wrong/incomplete product / damage caused by transport	Operational issue	48 hours from delivery	Priority exchange/replacement	Norva Select (if confirmed)
Exchange for size/color/reference (no defect)	Commercial exchange	Up to 30 calendar days	1 exchange per order (subject to stock)	Customer (both ways)
Return due to customer’s preference/decision	Commercial return	Up to 30 calendar days	Store credit (no cash refund)	Customer (return)
Right of withdrawal (when applicable)	Legal withdrawal right	5 business days	Money refund	Consumer pays return shipping
Manufacturing/quality defect	Legal warranty	According to the term announced (and legal rules)	Repair/exchange/refund	According to diagnosis
Unrecognized payment / fraud / not received / does not match / defective (electronic payments)	Payment reversal	5 business days from awareness	Reversal via issuer/payment gateway	According to process

General rules (RMA required)
For any request (exchange, return, warranty, withdrawal), you must first submit it by email to info@norvaselect.com with:

Order number
Buyer’s name and ID (when applicable)
Product(s) and reason
Photos and/or video (mandatory for damage/defect/wrong item)
City, address, and phone number

We do not accept packages sent without prior authorization (RMA). If a package arrives without an RMA, it may be refused or returned to the sender (freight at the sender’s expense).

Critical window: 48 hours for errors, damage, or wrong product
You must report within 48 hours following delivery if any of the following occurs:

Wrong product / incorrect reference
Missing items
Damage attributable to transport (collapsed packaging, spills, dents, etc.)

Required evidence: photos of the packaging, label, product, and shipping document.
If Norva Select or the logistics provider is found responsible in connection with shipping, we will assume the logistics costs and prioritize replacement/exchange.

Commercial exchanges (1 exchange per order)

4.1 Conditions
Commercial exchanges are accepted up to 30 calendar days from delivery, provided that:

Product is unused, unwashed, without odors, stains, or alterations
Original tags/labels are attached
Original packaging and all accessories are included (when applicable)

4.2 Limit and availability

Maximum of 1 (one) exchange per order.
Subject to stock availability. If the requested item is not available, we will offer alternatives (another product or store credit).

4.3 Shipping costs for exchanges
For exchanges due to preference (size/color/reference), the customer is responsible for:

Shipping the product back to Norva Select
Shipping of the new product

Commercial returns (30 days) → STORE CREDIT (no refund)

5.1 Conditions
Commercial returns apply up to 30 calendar days from delivery and require compliance with the conditions in section 4.1.

5.2 What do we provide?
If a commercial return is approved, Norva Select will issue Store Credit (Digital Voucher) for the amount actually paid for the returned product(s).
Store Credit rules (Voucher):

Issued as a digital code or coupon.
Not redeemable for cash (commercial benefit).
Not transferable without authorization.
May be used on the website until the balance is exhausted.
Does not include shipping costs already provided (if you paid COP $18,000 for shipping, that service has already been performed).
If your purchase had free shipping for exceeding COP $500,000, there is no shipping amount to refund.

This is a voluntary commercial policy. It does not affect your legal rights to withdrawal, warranty, or payment reversal when applicable.

Perfumes (men and women): reinforced conditions for hygiene and product integrity
Due to their nature as personal-use products and for hygiene/safety reasons, perfumes are subject to strict rules:

6.1 Commercial exchanges/returns
They are only accepted if the perfume is:

Unused
With intact seal/shrink-wrap (when applicable)
With original box in perfect condition (no tears, no removed labels)

We do not accept commercial returns of opened, unsealed, or tampered perfumes.

6.2 Legal withdrawal right
The right of withdrawal has legal exceptions and may not apply to certain goods, including personal-use items, according to Article 47 of Law 1480 and its interpretation.
Operationally, we treat opened perfumes as non-eligible for withdrawal due to hygiene and consumer safety.

Legal right of withdrawal (Law 1480/2011) — when applicable

7.1 Term
The consumer may exercise the right of withdrawal within five (5) business days from delivery.

7.2 Costs and return
The consumer must return the product in reasonable conditions for delivery.
Transport and other return costs are borne by the consumer, in line with the rules governing withdrawal.

7.3 Money refund (e-commerce)
In e-commerce, the money refund due to withdrawal may not exceed fifteen (15) calendar days from the date on which the consumer exercised this right and fulfilled their obligations (correct information + return of the product).

Warranty (quality and fitness defects)

8.1 Legal warranty
The legal warranty is governed by the Consumer Protection Statute. The term will be the one announced by the producer/supplier; if no term is specified, a one-year warranty may apply for new products.

8.2 Operational warranty announced by Norva Select (30 days)
Norva Select announces a general operational term of 30 calendar days from delivery to evaluate and manage manufacturing defects in the categories we sell, unless a law, authority, or product sheet establishes a different term (in which case the applicable term prevails).

8.3 Not covered (operational criteria)
The following are not considered manufacturing defects:

Damage caused by misuse, handling, exposure to chemicals, humidity, heat, or impacts
Washing/usage contrary to instructions
Third-party interventions or alterations

Reverse logistics (return/exchange) with mandatory INSURANCE
To protect your goods and mitigate loss risk, every return/exchange sent by the customer must comply with:

Shipment via Coordinadora or Inter Rapidísimo (recommended)
Mandatory insurance for the declared commercial value of the product
Secure packaging (rigid box), legible label, and complete information
Shipment within the time frame indicated in the RMA authorization

Transport risk in returns: if the customer sends the package, the risk during return shipment is handled according to the tracking, insurance, and conditions of the carrier. Without declared insurance, the customer assumes a greater financial risk in the event of loss.
If the case arises from an error by Norva Select (wrong item/damaged), we may issue a return label and assume logistics, subject to validation.

Internal response times (SLA)

Request acknowledgment: 1–2 business days
Evaluation after physical receipt: 2–5 business days
Issuance of store credit (commercial return): within 3–7 business days after approval
Withdrawal (refund): up to 15 calendar days, subject to compliance with requirements

Promotions, discounts, and “Final Sale”
Products visibly marked as on promotion/discount may be subject to special conditions for commercial exchanges/returns, which will be communicated on the product page and/or at checkout.
Nonetheless, the legal warranty remains in force when applicable.
“Final Sale” means no commercial exchanges/returns for preference, but it does not waive applicable legal rights.
Payment reversal (electronic payments) — formal route
If you paid electronically and there is a valid cause (fraud/unauthorized transaction/not received/does not match/defective), payment reversal requires:

Filing a claim with the provider and the issuer within 5 business days from the moment you became aware of the event, and complying with legal requirements.

Single point of contact
info@norvaselect.com

Any request submitted through channels other than the official ones may delay or hinder traceability.

POLÍTICA DE ENVÍOS NORVA SELECT – Operado por GRUPO NORVA PRESTIGE SAS Cobertura: Colombia (100% ecommerce) Transportadoras: Coordinadora e Inter Rapidísimo Canal oficial de soporte: info@norvaselect.com Última actualización: 16 de enero de 2026 1) Alcance y aceptación Esta política regula las condiciones de procesamiento, despacho, transporte y entrega de pedidos realizados en Norva Select dentro de Colombia. Al comprar, el cliente acepta los tiempos, tarifas y reglas aquí descritas. 2) Tiempos de procesamiento (alistamiento antes de despacho) Procesamiento / alistamiento: 5 a 15 días hábiles contados desde la confirmación del pago y validación de datos (dirección, contacto, verificación antifraude si aplica). En temporadas de alta demanda (promociones, eventos comerciales, picos logísticos), estos tiempos pueden acercarse al límite superior. Importante: El procesamiento es independiente del tiempo de transporte (tránsito), que depende de la transportadora y el destino. 3) Tiempos de entrega (tránsito) por destino Una vez el pedido es entregado a la transportadora, el tiempo estimado de entrega es: Bogotá: 2 a 6 días hábiles Ciudades principales: 6 a 9 días hábiles Resto del país: 9+ días hábiles Estos tiempos son estimaciones operativas; pueden variar por cobertura, clima, cierres viales, novedades de ruta, alta demanda u otros eventos fuera del control razonable de Norva Select. 4) Envío exprés (solo Bogotá) Si estás en Bogotá, puedes elegir: Envío exprés (mismo día): $40.000 COP Debes pedir antes de las 11:59 a.m. Entrega el mismo día, sujeta a confirmación de cobertura y condiciones operativas. Envío al día siguiente: $35.000 COP Entrega al día hábil siguiente, según ruta y cobertura. Condición: El envío exprés aplica únicamente cuando el pedido esté validado y sea posible operativamente. Si por razones de cobertura/demanda no es viable, te contactaremos para ofrecer alternativa (estándar o reprogramación). 5) Tarifas de envío (estándar) Envío estándar nacional: $18.000 COP por orden. Envío gratis: en compras superiores a $500.000 COP, calculadas sobre el subtotal de productos post-descuentos (después de aplicar promociones/cupones). Departamentos especiales / tarifa especial Algunos destinos pueden clasificarse como departamentos especiales (zonas extendidas, insulares, apartadas o de difícil acceso). Para estos casos: Tarifa especial: $35.000 COP Tiempo estimado: puede aumentar a 9+ días hábiles y, además, extenderse por condiciones operativas del operador (rutas especiales). Si tu dirección entra en esta categoría, se verá reflejado en el cálculo del envío o te contactaremos para confirmación. 6) Cambio de dirección (antes del despacho) Puedes solicitar cambio de dirección dentro de los primeros 5 días posteriores a la compra, siempre y cuando el pedido no haya sido despachado ni tenga guía activa. Si el pedido ya fue despachado, no garantizamos cambio de dirección, pues depende de la transportadora y puede generar costos adicionales. Cualquier costo por redireccionamiento/reexpedición derivado de la solicitud del cliente será asumido por el cliente. 7) Entrega en portería/conserjería Se autoriza la entrega a portería/conserjería como destinatario válido cuando la transportadora así lo registre. Si el cliente eligió envío estándar (pagado o gratis), la portería puede recibir sin inconveniente. Si el pedido es modalidad “envío al cobro/contraentrega” (cuando esté disponible), el cliente debe asegurar que en portería exista dinero disponible y una persona encargada. Si no se paga en el punto de entrega y el operador retorna el paquete, el cliente asumirá los costos que correspondan por reenvío o gestión. 8) Guía, seguimiento y soporte Cuando el pedido sea entregado a la transportadora, Norva Select enviará la guía de rastreo al correo del cliente (o WhatsApp si el cliente lo autorizó). Guía sin movimiento Si la guía no presenta actualización o movimiento por 72 horas hábiles, el cliente puede reportar el caso a info@norvaselect.com para apertura de investigación logística. 9) Responsabilidad del cliente por datos y recepción El cliente es responsable de registrar correctamente: nombre, teléfono, dirección completa, barrio, ciudad, referencias y datos complementarios (apto/torre/interior). Si el paquete es devuelto por: dirección incorrecta/incompleta, Teléfono inválido, destinatario ausente, no reclamado, rechazo del paquete, El cliente deberá asumir los costos de reenvío o la gestión logística correspondiente. 10) Perfumes: empaque y seguridad Los perfumes se despachan con sello de seguridad y empaque reforzado para minimizar riesgos. Si el paquete llega con señales de manipulación, golpes o derrames, el cliente debe reportarlo dentro de las primeras 48 horas con evidencia (fotos/video del empaque, guía y producto). 11) Novedades: demora, daño, pérdida, “entregado no recibido” Si ocurre una novedad logística, Norva Select realizará gestión formal ante Coordinadora o Inter Rapidísimo. 11.1 Daño en transporte / producto equivocado / faltantes Debe reportarse dentro de 48 horas desde la entrega. Se exige evidencia mínima (fotos/video). 11.2 “Entregado”, pero “no recibido” Se activa investigación con la transportadora. Se solicita prueba de entrega (POD) y trazabilidad. Norva Select tomará decisión con base en el resultado del análisis del operador y la evidencia disponible. 12) Seguro del envío (salida) y limitaciones de cobertura Por regla general, los envíos de salida se realizan sin seguro adicional contratado por Norva Select. Implicación: En caso de pérdida/daño, la transportadora puede aplicar límites de responsabilidad según sus condiciones. Si el cliente requiere un seguro por el valor comercial declarado, podrá solicitarlo antes del despacho; el costo adicional, si aplica, será asumido por el cliente. 13) Regla por devoluciones parciales que afectan el envío gratis Si una compra obtuvo envío gratis por superar $500.000, pero luego el cliente realiza una devolución parcial que reduce el subtotal post-descuentos por debajo del umbral, Norva Select cobrará el envío estándar ($18.000). Este valor podrá descontarse del saldo a favor generado por la devolución, según la política de devoluciones vigente. 14) Fuerza mayor y eventos fuera de control Norva Select no responde por demoras derivadas de eventos ajenos a su control razonable (cierres viales, orden público, clima extremo, contingencias del operador, decisiones de autoridad, etc.). En estos casos, se mantendrá comunicación y se gestionarán alternativas cuando sea viable. 15) Contacto oficial Para soporte de envíos: info@norvaselect.com

Here is the English translation of your Shipping Policy, keeping a clear, formal tone suitable for your Shopify policies page.

SHIPPING POLICY
NORVA SELECT – Operated by GRUPO NORVA PRESTIGE SAS
Coverage: Colombia (100% e-commerce)
Carriers: Coordinadora and Inter Rapidísimo
Official support channel: info@norvaselect.com
Last updated: January 16, 2026

Scope and acceptance
This policy governs the processing, dispatch, transport, and delivery conditions of orders placed at Norva Select within Colombia. By making a purchase, the customer accepts the time frames, fees, and rules described here.
Processing times (order preparation before dispatch)
Order processing / preparation: 5 to 15 business days starting from payment confirmation and data validation (address, contact details, anti-fraud verification when applicable).
During peak seasons (promotions, sales events, logistics peaks), these times may be closer to the upper limit.
Important: Processing time is separate from shipping time (transit), which depends on the carrier and the destination.
Delivery times (transit) by destination
Once the order has been handed over to the carrier, the estimated delivery time is:

Bogotá: 2 to 6 business days
Main cities: 6 to 9 business days
Rest of the country: 9+ business days

These times are operational estimates and may vary due to coverage, weather, road closures, route incidents, peak demand, or other events beyond the reasonable control of Norva Select.

Express shipping (Bogotá only)
If you are in Bogotá, you can choose:

Same-day express shipping: COP $40,000
- You must place your order before 11:59 a.m.
- Same-day delivery, subject to coverage confirmation and operational conditions.
Next-day shipping: COP $35,000
- Delivery on the next business day, depending on route and coverage.

Condition: Express shipping applies only when the order has been validated and is operationally feasible. If, due to coverage/demand reasons, it is not possible, we will contact you to offer an alternative (standard shipping or rescheduling).

Shipping fees (standard)

Standard national shipping: COP $18,000 per order.
Free shipping: on purchases over COP $500,000, calculated on the product subtotal after discounts (after applying promotions/coupons).

Special departments / special rate
Some destinations may be classified as special areas (extended, island, remote, or hard-to-reach zones). For these cases:

Special rate: COP $35,000
Estimated time: may increase to 9+ business days and may be extended further due to the carrier’s operational conditions on special routes.

If your address falls into this category, it will be reflected in the shipping calculation or we will contact you for confirmation.

Address change (before dispatch)
You may request an address change within the first 5 days after purchase, as long as the order has not been dispatched and there is no active tracking number.
If the order has already been dispatched, we cannot guarantee an address change, as it depends on the carrier and may generate additional costs.
Any costs related to redirection/forwarding requested by the customer will be borne by the customer.
Delivery to building reception/concierge
Delivery to the building’s reception/concierge is authorized as a valid recipient when the carrier registers it as such.
If the customer selected standard shipping (paid or free), the reception can receive the package without issue.
If the order is shipped with “cash on delivery/collect on delivery” modality (when available), the customer must ensure that the required amount in cash and a responsible person are available at the reception. If payment is not made at the delivery point and the carrier returns the package, the customer will bear the costs corresponding to reshipping or handling.
Tracking number, shipment status, and support
Once the order is handed over to the carrier, Norva Select will send the tracking number to the customer’s email (or via WhatsApp if authorized by the customer).

Tracking number with no movement
If the tracking number shows no updates or movement for 72 business hours, the customer may report the case to info@norvaselect.com so we can open a logistics investigation.

Customer responsibility for information and receipt
The customer is responsible for entering correctly: full name, phone number, complete address, neighborhood, city, references, and additional details (apartment/tower/unit).
If the package is returned due to:

Incorrect/incomplete address
Invalid phone number
Recipient not available
Not picked up
Package refused

The customer will have to bear the costs of reshipping or any related logistics handling.

Perfumes: packaging and safety
Perfumes are shipped with a security seal and reinforced packaging to minimize risk.
If the package arrives with signs of tampering, damage, or leaks, the customer must report it within the first 48 hours, providing evidence (photos/video of the packaging, label, and product).
Incidents: delay, damage, loss, “delivered but not received”
If a logistics incident occurs, Norva Select will initiate a formal process with Coordinadora or Inter Rapidísimo.

11.1 Damage in transit / wrong product / missing items
Must be reported within 48 hours from delivery.
Minimum evidence is required (photos/video).

11.2 “Delivered” status but “not received”
An investigation will be opened with the carrier.
Proof of delivery (POD) and tracking logs will be requested.
Norva Select will make a decision based on the carrier’s findings and the available evidence.

Shipment insurance (outbound) and coverage limitations
As a general rule, outbound shipments are made without additional insurance contracted by Norva Select.
Implication: In case of loss/damage, the carrier may apply liability limits according to its terms. If the customer requires insurance for the declared commercial value, they may request it before dispatch; any additional cost, if applicable, will be borne by the customer.
Rule for partial returns affecting free shipping
If a purchase qualified for free shipping for exceeding COP $500,000 but the customer then makes a partial return that reduces the post-discount subtotal below that threshold, Norva Select will charge the standard shipping fee (COP $18,000).
This amount may be deducted from the store credit generated by the return, in accordance with the current returns policy.
Force majeure and events beyond control
Norva Select is not liable for delays caused by events beyond its reasonable control (road closures, public order issues, extreme weather, carrier contingencies, government decisions, etc.).
In such cases, we will maintain communication and manage alternatives when feasible.
Official contact
For shipping support: info@norvaselect.com