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Frequently asked questions

CONTACT

Where can I send an email for any inquiry regarding my order?
You may write us to the email address: [email protected].

Where can I call for any inquiry regarding my order?
You may contact us through the following phone numbers: (0212) 258.1674 / 257.7671 / 2258.0009 / 257.9454, ext. 8331, 8332.

Where can I send an email if i am interested in working with you?
If you are interested in working with us, send us your Resume to the email address [email protected].



PURCHASES

Do I have to open an account in order to make an online purchase?
Yes, in order to purchase through our online store, you must be registered; registration only requires an email.

What do I do if I forgot my password?
You may click on the “forgot my password” option by clicking on the Login section of the Online Store (right top menu).

What do I do if I was already registered in the previous website?
Your registration will be automatically renewed at the new website, just keep on using your same user and password.

How do I purchase online?
1. Register on our website by clicking on the bottom menu in the Register section, or through the Online Store link at the Login section (right top menu) in Create an EPK Account.
2. Select all items of your preference in the size of your choice and send them to your Shopping Bag.
3. You may view your Shopping Bag by clicking on the Shopping Bag link at the top menu.
4. Click on Process Purchase.
5. Follow the steps until completing the process.
6. Receive your payment confirmation.
7. Receive your purchase confirmation.
8. Wait for your order to arrive!

What should I do if my purchase has been cancelled?
You must make the purchase again with the references previously selected and attach to such new order the payment receipt already received. We remind you that the website only accepts files in .jpg or .png format which do not exceed 700kb.



SHIPPING

Through which Company will you ship my order?
All our orders are shipped through SEREX.

Can they be delivered through a company other than SEREX??
Yes, but, in such case, shipping will be collected on delivery and you must notify us your selection at the time of making the purchase through an email to the contact addresses.

Is the shipping insured?
All shipping delivered from our warehouse is insured by EPKWEB..

To which countries do you offer shipping?
Currently, we only offer shipping at Venezuela. Our franchises which currently offer online purchase services are Costa Rica, Ecuador.

May I change the shipping address for my order after placing it?
You must login to your EPKWEB Account and modify the shipping information and, in both addresses, you must enter the address where you want to receive the package. In order to be certain, we recommend contacting us by email or phone for corroborating the information.

May I pick up the items purchased online in person??
Unfortunately, we do not offer such service.

How do I pay for the items placed in by Shopping Bag?
After verifying the items placed in your Shopping Bag, click on Process Purchase and follow the steps specified by the crowns.

What can I do if my purchase is cancelled due to payment issues?
You must make the purchase again with the references previously selected and attach to such new order the payment receipt already received. We remind you that the website only accepts files in .jpg or .png format which do not exceed 700kb.

I cannot upload the photo of the transfer/deposit through the website, what should I do?
You must be sure that the file to be attached for completing the payment is in .png or .jpg format and does not exceed 700kb.



RETURNS AND EXCHANGES

How can I exchange any item from my order after I receive it?
You may call us or send us an email specifying the order number and reference number for the item you are willing to exchange. You may also exchange it with your invoice at any of our EPK stores nationwide within a period of 30 days.

What should I do if I receive a defective item?
You must send us the items to be exchanged together with the invoice through MRW with collection on delivery, specifying the model and effect. Within 24 to 48 hours, we will send you a replacement for your item in perfect conditions. .

May I exchange any item from my online order at EPK stores?
Yes, you may exchange it at any EPK store at Venezuela, but it is indispensable to submit the original invoice and the item to be exchanged with its tag in perfect conditions within a period no longer than 30 consecutive days.

What should I do if my order arrived incomplete?
You must immediately contact us through our phone numbers in order to provide the reference number for the missing items. (0212) 258.1674 / 257.7671 / 2258.0009 / 257.9454, ext. 8331, 8332.

What should I do if I received the wrong order?
You must immediately contact us through our phone numbers in order to solve the problem as soon as possible and send you the correct order. (0212) 258.1674 / 257.7671 / 2258.0009 / 257.9454, ext. 8331, 8332.



ADDITIONAL QUESTIONS OUR DOUBTS

Do you send gift wrapping material so I can wrap my gift?
Yes, you must specify so in the payment process at the time of making your online purchase.

Can you send my gift already wrapped?
In this case, your order will arrive with the gift boxes unfolded, including tissue paper, ribbon and necessary tags. You may print the instructions from our website or during the payment process.

What should I do in order for my child to be an EPK model?
We invite you to view and visit our social networks where you may find information on our events and activities.

What should I do for viewing and/or receiving your catalogues?
We do not send catalogues by mail; however, you may view them through our website by clicking on Catalogues at the Social Section in the menu.

When do you offer discounts?
Our discount seasons are not set on a specific date but we invite you to follow us in our social networks and subscribe to our newsletters where we will be always providing information on our discounts.