Hi Mauricio,
As mentioned in our previous email correspondence, we started an delay investigation with the carrier immediately after you informed us that your parcel had not arrived. According to the carrier, the shipment has arrived in Colombia and is currently at customs. Unfortunately, while a parcel is in customs, no scan updates are provided, and this process is fully handled by your local authorities.
Even though the investigation is still ongoing, we do not want you to wait any longer given the extended delay. We are therefore fully prepared to offer you a solution, either by resending the order or by issuing a refund. To proceed with this, we kindly ask you to confirm your preference via the private email conversation we already have with you.
We find it unfortunate that this situation is reflected in a one star review while we have been in direct contact and have taken immediate action from the moment the issue was reported. We are always willing to help and ensure you are not left without a solution.
We look forward to resolving this together through our private email contact.