F.A.Q.
1. How can I contact BIBIANA HERNÁNDEZ?
Our team is available to answer any questions or provide any information you may need. Write to us at sales@bibianahernandez.com or WhatsApp +57 3167748495 and we will respond as soon as possible.
If you wish, you can also write to us personally on our official social media pages:- Facebook: Bibiana Hernández
- Instagram: @bibianahernandezofficial
2. What are the payment methods?
Through PayU and PayPal, you can choose different secure payment methods such as Visa, American Express, Mastercard, Diners credit cards, and PSE.
If you wish to make a bank transfer, please contact us at sales@bibianahernandez.com and we will assist you.
3. Can I customize my purchase as a gift?
If you wish to send your order as a gift, BIBIANA HERNÁNDEZ offers you the option to include a personalized message inside the box for the recipient.
To do this, please send an email to sales@bibianahernandez.com or WhatsApp +57 316 774 8495 with your order number and the message you wish to send.
4. What materials are the shoes and bags made of?
All BIBIANA HERNÁNDEZ shoes and bags are made of leather and fittings with 24-karat gold plating.
5. Do you ship outside of Colombia?
BIBIANA HERNANDEZ does ship to cities outside of Colombia.
Shipping costs vary depending on the location; you can view the shipping cost before finalizing your purchase. Once we receive purchase approval, if you wish, we will send you the tracking number so you can track the package. Estimated delivery times for international shipments are 10 to 15 business days.
6. How do I check the status of my order?
To check the status of your order, you must go to www.fedex.com or www.dhl.com and enter your tracking number (guide) that you will receive in your email. If you have any problems tracking it or have not received the tracking number in your email, send us an email to sales@bibianahernandez.com and we will help you communicate its status.
7. I bought my shoes or bags from authorized distributors and need repairs. Can you fix them for me?
If you did not purchase your shoes or bag directly from us, please contact the distributor from whom you originally purchased them. They will contact us for the repair process. Make sure you have your purchase invoice.
8. How should I care for my BIBIANA HERNANDEZ bags or shoes?
To preserve BIBIANA HERNANDEZ shoes or bags, we recommend avoiding friction, impacts, and prolonged exposure to heat sources, light, and humidity.
Find a step-by-step guide on how to care for and clean BIBIANA HERNÁNDEZ items here:
Shoes: HOW TO CARE FOR YOUR SHOES?
Bags: HOW TO CARE FOR YOUR BAGS?
For more help with the care of your item, or for information on restoration and repair, please contact us HERE.
9. How and where are BIBIANA HERNÁNDEZ shoes and bags manufactured?
All BIBIANA HERNÁNDEZ bags and shoes are manufactured in Cali, Colombia, by artisans, maintaining the tradition, precision, and care necessary for the creation of each piece.
BIBIANA HERNÁNDEZ uses national bovine leathers of the highest quality for their creation. As they are genuine leather, some irregularities may occasionally be seen, which are a symbol of the leather's authenticity.
The hardware on the bags is made of brass and plated in 24-karat gold.
10. Which company is responsible for shipping the products?
The companies responsible for shipping Bibiana Hernández products are FedEx and DHL.
11. I didn't receive my order, what can I do?
If you did not receive your order within the stipulated period, please notify us at sales@bibianahernandez.com.
12. How can I track my order?
To check the status of your order, we will send you the tracking number to your email, or you can request it at sales@bibianahernandez.com Once you have the tracking number, you can check it on the website of the authorized carriers www.fedex.com or www.dhl.com
13. I want to change the delivery address:
To change the delivery address of your order, you can do so up to 24 hours after completing your purchase by emailing sales@bibianahernandez.com Please include your order number. If the address change request is made after the shipment is already with the carrier, you must cover the cost of the change requested by the carrier.
14. Who can receive my purchase?
The product can be received and inspected by any adult present at the delivery location. A signature on the carrier's delivery slip will suffice. This includes reception and signature by security personnel for units or buildings with concierge service.
15. What should I do if my product is damaged or broken?
If the product shows signs of damage or breakage in its packaging at the time of delivery, you must record it on the carrier's waybill as an observation and immediately contact our team at sales@bibianahernandez.com or WhatsApp (+57 3167748495).