Shipping policy

1. Shipping coverage

ALARA ships within the continental territory of the Republic of Chile and to certain countries abroad, according to the options available at the time of purchase.

The availability of dispatch, courier, estimated times and associated costs will be informed during the purchase process, according to the address entered by the client and the alternatives available on the site.

2. Shipping conditions within Chile

Products purchased through ALARA will be subject to the shipping and delivery conditions chosen by the buyer and available on the site at the time of purchase.

Shipments within Chile may be made through external couriers, such as Chilexpress, Blue Express or other available logistics operators.

Shipping times are counted from when the purchase order and the payment method have been correctly validated. These deadlines may vary depending on the commune, region, courier availability, business days, operational contingencies, weather conditions or other events external to ALARA.

When there are products stored in different places, these may be shipped independently, according to the alternatives available and chosen by the user.

3. Shipping information and selected modality

The information on the shipping location, contact information, address, commune, region, department, telephone number and selected delivery method is the exclusive responsibility of the client.

The customer must carefully review before finalizing the purchase if they selected home delivery, courier point pickup, Click & Collect or another available modality.

Once the order has been processed and delivered to the courier, ALARA cannot guarantee changes of address, changes in the delivery method or modifications to the pickup point, since logistics management is subject to the systems, deadlines and policies of the corresponding courier.

4. Address changes requested by the client

If the customer requests a change of address, change of pickup point or delivery modification after the order has already been processed or delivered to the courier, said modification will be subject to the acceptance, availability and operational times of the carrier.

In these cases, delivery times may be extended and the eventual delay will not be attributable to ALARA, provided that ALARA has timely dispatched the order in accordance with the information originally entered by the customer.

If the change was requested directly by the client to the courier, ALARA may collaborate by carrying out follow-up procedures, but will not be responsible for delays, rescheduling, operational errors or non-compliance derived from said logistical modification.

5. Delivery to the courier and logistical responsibility

ALARA undertakes to prepare and deliver the order to the courier within the deadlines informed or estimated at the time of purchase, except in exceptional situations duly informed.

Once the order has been delivered to the courier and there is support for dispatch, tracking, transportation order or proof of delivery to the carrier, distribution, transfer, rescheduling, availability at the pickup point and final delivery are subject to the operation of the courier.

ALARA may support the client in managing claims, monitoring or requests to the courier, but does not directly control the logistics operation of third parties.

6. Orders not picked up, incorrect addresses or impossibility of delivery in Chile

In the event that the order cannot be delivered for reasons attributable to the client, such as incorrect or incomplete address, repeated absence at home, incorrect contact telephone number, non-collection at a courier point within the available time, rejection of the package or address changes requested after dispatch, the costs associated with resending, return, storage or new delivery may be borne by the client.

If the package returns to ALARA and is in suitable condition to be forwarded, the client may request a new shipment by paying the corresponding cost.

7. International shipments

For purchases sent outside of Chile, the client declares to know and accept that international dispatch is subject to the operation of the courier, customs controls, regulations of the destination country, local taxes and eventual import processes.

International transit times are referential and may be extended for reasons beyond the control of ALARA.

8. Taxes, duties and customs charges

All customs charges, duties, import taxes, local taxes, inspection expenses, withholdings, warehousing or other charges specific to the destination country are the exclusive responsibility of the buyer.

ALARA does not cover, reimburse or arrange payment for these charges.

The courier, customs authority or postal service of the destination country may contact the buyer to request information, documentation or payment of said charges before delivery.

9. Customs delays

Detentions, reviews, documentation requests, inspections or customs delays are not the responsibility of ALARA and do not in themselves constitute grounds for refunding payment for the product or shipping cost.

ALARA may deliver the available tracking information to the client, but does not control the times or decisions of the customs authorities or the international courier at the destination.

10. Refusal, non-payment of taxes or non-receipt of international shipments

In case the buyer:

Do not pay taxes, duties or customs charges.
Do not deliver documentation required by customs or courier.
Reject the package.
You cannot be contacted by the courier.
Provide an incorrect or incomplete address.
Do not receive the package within the attempts or deadlines established by the carrier.

The shipment may be returned to Chile, retained, abandoned or destroyed by the customs authority or the courier, depending on the regulations of the destination country.

In these cases, ALARA will not refund the shipping cost. If the package returns to Chile and can be recovered in suitable conditions, the client may request a new shipment by paying the total cost of the second shipment, in addition to any additional expenses that have been generated by return, warehousing, logistics management or courier charges.

If the package is destroyed, abandoned, permanently retained or not recoverable for reasons not attributable to ALARA, there will be no refund of the value of the shipment and the return of the product will be subject to the evaluation of the case, the available background information and the applicable regulations.

11. International delivery times

International delivery times vary depending on country, city, courier, customs processes, transportation availability, business days and local regulations.

Any deadline reported by ALARA, the website or the courier will be estimated and may be extended for reasons external to ALARA.

12. Order tracking

Once the order has been dispatched, the customer may receive a tracking number or tracking link from the corresponding courier.

It is the customer's responsibility to track the shipment, review courier notifications and respond in a timely manner to any request associated with delivery, address, customs or payment of charges at destination.

13. Right of withdrawal and returns

Requests for withdrawal, return or exchange will be governed by ALARA's exchange and return policy and by applicable legal regulations.

The right of withdrawal, when applicable, must be exercised within the legal period from receipt of the product, provided that the product has not been used and is in conditions suitable for return, with its accessories, packaging and corresponding elements.

Delays or impossibilities of delivery caused by incorrect information provided by the client, address changes after dispatch, non-pickup of the package, refusal of delivery, non-payment of customs charges, customs detentions or operational contingencies of the courier beyond the control of ALARA will not be considered as non-compliance attributable to ALARA.

14. Customer support

ALARA may support the client by carrying out follow-up procedures, requests for information or complaints to the courier when there is a logistical incident.

However, these efforts do not imply that ALARA assumes responsibility for events attributable to the courier, customs, local authorities or incorrect information provided by the client, unless there is an applicable legal obligation to the contrary.