Shipping, Exchange, and Return Policy


Thank you for choosing THE WHY PROJECT. We value your satisfaction and want to ensure you have a positive shopping experience. Please review our shipping, exchange, return, and refund policy before making your purchase.


1. Coverage

THE WHY PROJECT, through its website and in partnership with carriers and logistics providers, offers global shipping from Medellin, Colombia. The coverage of these shipments will be subject to the coverage of the partner carriers.

Currently, we cannot offer shipments to the following countries: Comoros, Central African Republic, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Sierra Leone, Johnston Island, Syria, Kiribati, Yemen Arab Republic, North Korea, Mayotte Island, Myanmar, Nauru, Niue, St. Helena, St.Pierre and Miquelon, Sao Tome and Principe, Solomon Islands, Russia, Sudan, Tajikistan, Tokelau Islands, Tuvalu, Ukraine, Venezuela, Wake Islands, Yemen.


2. Shipping Cost

The shipping cost will be calculated at the time of purchase, according to the content and address provided by the customer. This value includes only the expenses paid to the carrier, and for international shipments, it does not include the values corresponding to taxes or customs fees generated by the authorities of countries other than Colombia.


3. Delivery Time

Regular product dispatch will be made within a maximum of 2 business days after the purchase is confirmed, and the carrier's deadline will begin to count from that moment. For orders within Colombia, the approximate delivery times are 1 to 5 business days. For international shipments, delivery is made between approximately 5 and 9 days.

The dispatch of customized products, which must be manufactured at the time of purchase, such as bracelets, will be made 7 business days after the purchase is confirmed, in the case of gold-plated bracelets, and up to 14 business days after confirming the purchase, in the case of silver bracelets. For orders within Colombia, the approximate delivery times are 1 to 5 business days. For international shipments, delivery is made between approximately 5 and 9 days.

If the same order contains both regular and customized products, all will be dispatched with the same tracking number, once the personalized products are ready.

Delivery times may vary according to weather conditions, force majeure events, fortuitous cases, or other carrier policies; in such cases, THE WHY PROJECT will keep the customer informed.


4. Place of Delivery

Each order will be delivered to the address provided by the customer at the time of purchase. THE WHY PROJECT will not be responsible for errors or additional costs caused if this information is not complete and accurate. Nor will it be responsible when it has not been possible to make the delivery to the indicated address due to reasons directly attributable to the customer. In this case, the customer must contact the carrier's customer service directly, providing the respective tracking number.


5. Undelivered Deliveries

If at the time of delivery the customer is absent, the courier company will leave a notice indicating how to proceed for a new delivery. If after five (05) business days of this visit the delivery has not been made, it will be returned to our warehouse, and the customer must bear the shipping and return costs to the origin of the merchandise, as well as any associated management expenses.


6. Guarantees and Returns

All purchases made through our website are final, with no right to return. However, we understand that sometimes items may arrive with some imperfections, so in such unfortunate cases and after review, we will offer a 30 day warranty, counted from the moment the purchase is received.

The customer is responsible for checking the status of the order upon receipt. In case of finding any problem with it; such as receiving an incomplete, damaged, or opened order, it must be reported, within a maximum period of 2 days to the email After that period, no warranties related to the delivery of the order will be covered.

In case of warranty for manufacturing defects, follow these steps:

  • Send an email to Include your order number, a description of the problem, and any relevant photographs.
  • Our support department will respond to your email with instructions on how to proceed with the return, repair, or exchange process.
  • Package the item securely in its original packaging (if possible) and send it back to us using the return shipping information provided by our support department.
  • Once we receive your returned item, our team will inspect it to verify the damage or defect.
  • We will notify you by email of the approval or rejection of your refund or exchange. All repair and shipping costs corresponding to approved warranties will be borne by THE WHY PROJECT.
  • If your return is approved, we will process your refund within 2 weeks of receiving the returned item; it may be through a balance in your account or applying a credit to your original payment method.

Warranty won’t applied on the following cases:

  • Variations in shape or color inherent in the artisanal processes of the bracelets
  • Failures caused by misuse of the products or failure to follow the care instructions provided.
  • Garments damaged by improper washing, different from that specified in the washing instructions.
  • Products damaged by normal wear and tear or that have exceeded the reasonable life of a product.


7. Exchanges

If you wish to exchange clothing or stationery items, follow the return process mentioned above. Send an email to with your order number, and we will guide you through the process.

 You must consider the following:

  • The following items are not exchangeable: personalized products such as bracelets, downloadable digital products, or socks, as they are intimate wear items. We kindly ask you to review the product details before making a purchase.
  • We will also not be able to exchange garments that show signs of use or do not have all the original product tags.
  • Please note that shipping costs will not be taken into account when calculating the value available for exchange.
  • You are responsible for paying the shipping costs to return the item for exchange. We recommend using a traceable shipping service or purchasing shipping insurance for items over $75 USD, as we cannot guarantee that we will receive your returned item.


8. Policy Updates


Our refund, exchange, or return policy is subject to change without prior notice. We recommend that you periodically review the policy on our website or contact our support department for any updates or clarifications.

Contact Us

If you have more questions, concerns, or need assistance, feel free to contact us at Our support team is here to help you.