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Frequent Questions

No. You do not need to register on the website to be able to buy but we recommend it. this way for future purchases your data will be saved and it will be much easier and faster.

You can pay with a debit and credit card (VISA, MASTERCARD, AMERICAN EXPRESS) 

Once the purchase is made, the processing of your order takes 2 to 3 days for standard shipping.
The shipping time starts from the moment you receive a confirmation email. Purchases made on weekends or holidays will be processed no later than the second following business day.
The company DOES NOT MAKE MONEY RETURNS UNDER ANY CIRCUMSTANCES.
 
For purchases made within Colombia, changes are only accepted 15 calendar days after the product is received.
 
We only accept changes when the product is in perfect condition, as it left the store, in its original packaging. The return and shipping costs are again borne by the customer.
 
Changes can only be made 1 time per purchase.
 
Changes are valid for products of equal or greater value (Canceling the difference). You cannot leave a favorable balance for future purchases.
 
Changes or returns of products from the SALE / OUTLET section are not accepted.
 

* In such a case that the product arrives with factory defects, you should contact natalia@nataliaserrano.com.co to review the case.

The best thing you can do to keep your NS in perfect condition is to keep them in a dry and ventilated place. If possible, keep them in their original packaging. 
Remember that our shoes are handmade in COLOMBIA and we use natural materials such as leather and wood which can present variations in tone and texture. We recommend not exposing them to water and sun directly.
 
* The product after purchase has a 2 month warranty for manufacturing defects. for example, problems in closures, seams, heels. The warranty for MISUSE of the product is NOT valid. 
 
* For guarantees, NATALIA SERRANO assumes the costs of collection and shipping WITHIN COLOMBIA. 
 
* After the 2 month warranty NATALIA SERRANO is not responsible. In case of damage to the product after this time, the customer must assume the value of the arrangement and shipments. 
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