Frequent Asked Questions
Order and Shipping
Thank you for shopping with By Your Side. Please review the information below regarding order processing and shipping. Track your order
Order Processing
All orders are processed within 1–3 business days after payment confirmation (excluding weekends and public holidays).
Once your order has been processed and shipped, you will receive a confirmation email with tracking information.
Please ensure your shipping details are correct at checkout, as we are unable to guarantee changes once an order has been processed.
Shipping & Delivery
After your order is shipped, delivery times may vary depending on your location and shipping method selected at checkout.
Estimated delivery times are provided for reference only and are not guaranteed, as delays may occur due to customs, carriers, or other external factors.
Order Tracking
Once your order has been dispatched, you will receive a tracking number via email.
You can use this tracking number to monitor your shipment’s progress through the carrier’s website.
If you do not receive tracking information within a few days after placing your order, please contact us at support@byyourside.com.co.
Order Changes & Cancellations
If you need to modify or cancel your order, please contact us as soon as possible.
We can only make changes before the order has been processed and shipped. Once shipped, the order cannot be modified.
Incorrect Address
Customers are responsible for providing accurate shipping information.
We are not responsible for orders delivered to incorrect addresses provided at checkout.
Delays
While we aim to deliver orders promptly, we are not liable for delays caused by shipping carriers, customs clearance, or unforeseen circumstances beyond our control.
Return and Refund
We hope you love your purchase. However, if for any reason you are not fully satisfied, you may request a return under the conditions outlined below.
Right of Withdrawal
In accordance with EU consumer protection regulations, you have the right to request a return within 14 days of receiving your order.
To initiate a return, please contact us at support@byyourside.com.co within 14 days of delivery. After contacting us, you will receive instructions on how to proceed.
Return Conditions
Returned items must:
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Be unused and in their original condition
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Show no signs of intentional damage
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Have no stains, marks, or visible wear
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Be suitable for resale
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Include original packaging (if applicable)
We reserve the right to refuse returns that do not meet these conditions.
Return Shipping Costs
If the return is not due to a product defect or an error on our part, the customer is responsible for the return shipping costs.
If the item is defective or incorrect, please contact us immediately so we can arrange an appropriate solution.
Refunds
Once we receive and inspect the returned item, we will notify you of the outcome.
If approved, your refund will be processed and issued to your original payment method. Refund processing times may vary depending on your bank or payment provider.
Pravicy
We collect certain personal information when you visit our website, place an order, or interact with us. This may include details such as your name, contact information, shipping address, and browsing activity through cookies.
We use this information to process orders, improve your experience, and, where permitted, show relevant content or advertisements. We only work with trusted service providers and handle your data in accordance with applicable data protection laws.
You can adjust your cookie preferences at any time. Depending on your location, you may also have the right to access, update, or request deletion of your personal data. To make a request, please contact us through the details provided in our Privacy Policy.
Terms & Conditions
By accessing this website and purchasing our products, you agree to the following terms and conditions.
Products
We sell electronic plush companion products designed for personal use. Product descriptions, images, and specifications are provided as accurately as possible. However, slight variations may occur due to updates, manufacturing improvements, or display differences.
We reserve the right to modify or discontinue products at any time without prior notice.
Orders
All orders are subject to acceptance and availability. We reserve the right to refuse or cancel any order at our discretion, including in cases of suspected fraud or incorrect pricing.
Once an order has been shipped, it cannot be modified.
Pricing & Payment
All prices are listed in the selected currency and include applicable taxes where required by law. Payment must be completed at checkout before the order is processed.
We reserve the right to correct pricing errors at any time.
Shipping
Delivery times are estimates and not guaranteed. We are not responsible for delays caused by shipping carriers, customs, or events beyond our control.
Customers are responsible for providing accurate shipping information.
Returns & Refunds
Returns are handled in accordance with our Return Policy. Please review that page for full details.
Product Use & Liability
Our products are electronic devices and should be used in accordance with the provided instructions. We are not liable for damage resulting from misuse, unauthorised modifications, improper charging, or failure to follow product guidelines.
To the maximum extent permitted by law, our liability is limited to the purchase price of the product.
Intellectual Property
All content on this website, including text, images, branding, and product designs, is the property of By Your Side and may not be used or reproduced without permission.
Governing Law
These Terms & Conditions are governed by applicable laws in the jurisdiction where our business operates, without regard to conflict of law principles.
Final Interpretation
We reserve the right to update or modify these Terms & Conditions at any time. In the event of ambiguity, the final interpretation of these terms shall be determined by By Your Side, in accordance with applicable law.