Customer service

Dispatches

• The customer must tell us who will receive the product, if it is not possible to contact the person who receives it, we will contact the person who made the purchase.
  
  

  Time

  Our commitment is that once you have purchased, the product will be dispatched within 24 to 72 hours.
  Orders will be received until 6:00 p.m., that is, all orders placed after that time will be entered the following day.
  We suggest that at the time of making your purchase, you indicate any schedule preferences or specifications, which may be useful to us to best satisfy your purchase.
  
  

  Shipping costs

  Santiago and regions, shipping will be payable
  
  

  Regions

  Dispatches to regions will have a delay depending on the region and the shipping cost will be borne by the customer.
  All deliveries to regions will be made by Chilexpress, where you can track your purchase online at the link by entering the freight order number.

change policies

• 1. Jelen.cl wants to inform you of the return and exchange policies for new products to provide you with better service and an excellent shopping experience. The first thing that you should be clear about when managing a return or exchange are the following points:
  3. 1. Request a return or exchange within 3 months after the purchase of the product, according to the date of the receipt, provided that it has not deteriorated due to an act attributable to the consumer. (Art 21, Law 19,496).
  4. 2. The product must be unused, with labels in perfect condition.
  5. 3. Have the original packaging, accessories, manuals and warranty policies.
  6. If you are already clear about these three points, we can facilitate and expedite the process of changes and returns. If you have any questions regarding this information, you can contact Customer Service at ventas@jelen.cl . The return and exchange policy is not valid for used products ).
     
     

     What guarantee does your purchase have?

     If the product presents a malfunction within 3 months after purchase, it will be repaired or replaced after evaluation by the authorized technical service, who will determine if the failure is attributable to the product or was caused by its mishandling.
     Remember that the law establishes that changes are not made if you did not like a product or if the chosen size did not fit.
     
     

     How can I manage the change or return?

     If you wish to request a return or exchange of your purchase, you can do so through the email ventas@jelen.cl . To do this, you must declare the exact conditions in which the product is located: its original packaging, level of use and level of damage if applicable. Customer Service may request photos of the product and packaging in order to inform the supplier. Jelen.cl will assume the cost of the withdrawal if the product presents faults of origin or if it does not comply with the announced characteristics (example: color, measurements, accessories). If the failure were beyond the responsibility of Jelen.cl, the shipment will be assumed by the client. To return products to our office, the customer must request the Return Form with Jelen's data to our Customer Service area by writing ventas@jelen.cl . With this document you must send us the product through Correos de Chile, presenting the form at a branch to be exempt from shipping charges. It is necessary that the product be sent with its order code. Jelen will not make product recalls. Jelen does not adhere to Law 19,496 Art.3 BIS, therefore the client will not be able to cancel their order in any event, in other words, they will not be able to retract their order and they will only be able to enforce the legal guarantee if the product has a faulty factory

Payment Methods

• Credit cards using the Transbank Webpay system.

  
  
  Transbank is the main banking support company in Chile, and its partners are the largest banking and financial entities in the country. Transbank manages Visa, MasterCard, Magna, American Express and Diners Club cards in Chile, as well as the Tarjeta Redcompra platform. Before authorizing the use of WebPay, Transbank carried out a complete inspection of Buscalibre.com's technological and operating models.
  
  Payment through the Webpay system is made on a secure Transbank server. For your security, your credit card details are not delivered to our business.
  
  The system allows payment in Chilean pesos for credit cards issued in Chile and payment in dollars for credit cards issued abroad.