Last updated: July 2026.
How orders are placed
There is no automated checkout on this site. You build a cart, send it to us on WhatsApp, and we confirm stock, the shipping cost and the final total before you pay anything. Nothing is charged until you have that confirmation in writing.
Shipping costs
Shipping is quoted per order. The cost depends on the destination, the weight of the order and the carrier available for that address. Bottles are heavy — a 500 mL kit ships very differently from a box of sachets — which is why we quote rather than publish a flat rate.
Ask for a quote before you commit: send us your city and the products you want and we will come back with the delivered total.
Dispatch
Orders are prepared once payment is confirmed. We will tell you the dispatch date in the order conversation, along with the carrier and tracking reference as soon as the parcel is collected.
Delivery times
Delivery time depends on the carrier and destination and is confirmed with your quote. Deliveries within Colombia are typically faster than international ones; international orders may also be subject to customs processing in the destination country.
Import duties and taxes
For deliveries outside Colombia, any import duties, taxes or customs handling fees charged by the destination country are the responsibility of the recipient. These are set by your country's customs authority, not by us, and are not included in the shipping quote.
Wrong or incomplete address
Please check the delivery address before confirming. If a parcel is returned to us because the address was wrong or nobody could receive it, we can resend it, but the second shipment is charged again.
If your parcel arrives damaged
Photograph the parcel before unpacking it any further and send the photos into the same WhatsApp conversation the same day. Damage claims are much easier to resolve with that evidence.
Returns
If a product arrives damaged, faulty, or is not what you ordered, tell us and we will replace it or refund it — that is on us. For cosmetics, opened products cannot be returned for hygiene reasons unless they are faulty.
Return conditions, timeframes and refund handling follow the official policy published by SENSE Personal Care:
- Returns and refunds policy (Spanish, authoritative)
- Terms and conditions (Spanish)
Tracking
See Track your order, or simply reply in the same WhatsApp thread and we will look it up.