Frequently Asked Questions
ORDERS AND SHIPPING
What's your return policy?
Return of underwear (bras, tops and panties) is not possible due to our strict hygiene policy. This is to ensure that all customers can enjoy uncompromised quality of our products, in line with BIOTA’s global quality and safety standards.
Also, we know that that shipping goods back and forth generates unnecessary greenhouse gases that are accelerating climate change. We encourage you to choose your items carefully.
If you have any questions regarding your sizing please refer to our SIZE GUIDE and/or write to us via WhatsApp at +57 3147186478 or at email@example.com
What do I do if my product is faulty?
If you received a faulty product, please send an image to firstname.lastname@example.org or viaWhatsApp at +57 3147186478 and we will be happy to help you replace the product as long as it still has the tags.
What's the status of my order?
We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that we only pack orders on working days and that it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out WhatsApp at +57 3147186478 or at email@example.com and we’ll be happy to help!
Can I change or update my order?
Since we process our orders quickly, in most cases it’s not possible to change or update your order. You can however write us via WhatsApp at +57 314 718 6478 and we will do our best to accommodate any changes before the order is packed for shipment. Please note however that this is not always possible.
Will I be charged duties and taxes?
We currently ship from our warehouse in Barranquilla, Colombia therefore there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that BIOTA does not have any control over these fees and cannot advise as to what the costs will be, as they vary from country to country. For more information, please contact your local customs office.
Can I use multiple discount codes on one order?
No, unfortunately it is not possible to combine discount codes on one order.
What payment methods do you accept?
We accept major credit cards including Visa, MasterCard, American Express, Discover, UCB and Diners.
MATERIALS AND CARE
What materials do you use for your products?
Currently, all of our products are made of 50% regenerated cotton, 45% recycled PET bottles and 5% Elastane. Our panties have a gusset made of 100% cotton. You can check the composition in our product page and in the product tag.
How should I wash my ecobasics?
We recommend washing all your basics on low temperature using a gentle detergent. It’s better for the environment and better for your basics. You can find the exact recommendations on the inside of your garment!
What is the Impact of each product?
For each product we measure the environmental footprint of our products compared to traditional industry practices. Our measures include water, energy, waste, chemical usage and CO2 footprint. On our product pages, we report the environmental savings from choosing recycled materials as well as responsible suppliers. We use this tool to measure our impact and improve our supply chain.
What certifications do you have?
The fibers of our textile are OEKO-TEX® STANDARD 100 certified. It is one of the world’s best-known labels for textiles tested for harmful substances. Represents customer trust and high product safety. The test is performed by independent OEKO-TEX® partner institutes and numerous regulated and unregulated substances are taken into account, which can be harmful to human health. In many cases, the limit values of the STANDARD 100 go beyond national and international requirements.
Our supplier is also GRS certified. Global Recycled Standard (GRS) is an international, voluntary, full product standard that sets requirements for third-party certification of recycled content, chain of custody, social and environmental practices and chemical restrictions. The GRS is intended to meet the needs of companies looking to verify the recycled content of their products and to verify responsible social, environmental and chemical practices in their production.
Lastly, the yarns are OCS certified. The Organic Content Standard (OCS) applies to any non-food product containing 5-100 percent organic material. It verifies the presence and amount of organic material in a final product. Further OCS tracks the flow of a raw material from its source to the final product. This process is then certified by an accredited third party.
How are your products produced?
Our garments are made in a small workshop in Medellin, Colombia by 12 women. We ensure that their workplace is free of child labor and forced labor, their workers are surrounded in a safe working space, paid a living wage and are treated with respect at all times.