Frequently asked questions

Delivery times are counted in business days and start when the full payment of your order is completed. Weekends and public holidays do not count.

• Colombia: between 1 and 4 business days.
• Mexico: up to 10 business days in urban areas, and up to 20 business days in rural areas and secondary or tertiary cities.
• United States: between 4 and 10 days, according to the assigned carrier.

Full detail in our Shipping policy.

The shipping cost is calculated at checkout and shown to you before you pay, once you enter your delivery address.

Yes. We ship worldwide through our partner carriers. We currently have dedicated operations in Colombia, Mexico and the United States.

Once your payment is approved you will receive a confirmation email. When your order is dispatched we send a second email with the tracking number, which shows the real location of your equipment and the estimated delivery date.

For our Revolución Crea equipment — Dough Sheeter, Electric Mixing Pot and Electric Cake Turntable — the warranty runs from the delivery date:

• Colombia: one (1) year.
• Mexico: three (3) months.
• United States: three (3) months.

Write to hola@creaycocina.com with your purchase information and, if possible, photographs or a video of the fault. You will need to present the purchase record and take the equipment to the authorised technical service point. The full list of what the warranty covers and what voids it is in our Return and warranty policy.

Yes, within five (5) business days of receiving it, provided that the product has not been used, keeps its original packaging with labels and seals intact, and is in perfect condition with all its accessories, manual and warranty.

The refund is made to the same payment method, for the value of the product, within three (3) business days of the equipment arriving at our warehouse.

No. By law and for biosecurity reasons, our Magic Packs line (packaging) and the Crea & Cocina line (powders, glitter, sprinkles, colourings and other utensils and spare parts) have no exchange, return or refund.

Refunds are always made to the same payment method used for the purchase, and only in the case of withdrawal within the five business days described above. Outside those cases we do not issue refunds.

You pay a deposit and we hold your equipment while you complete the payment, for up to six (6) months. During that period the price you agreed stays frozen, which is the main benefit of the scheme.

No. The deposit is not refundable. It is what secures your equipment and freezes your price.

We do not return the money, and we do not simply cancel on you either. An additional term can be agreed so you can complete the payment. What does change is the price: if the product has gone up in price by then, the difference is charged.

The full conditions are in our Terms and Conditions.

Our payment platform has to approve the transaction after analysing the data. Credit card payments can take up to one (1) business day to be approved.

Write to hola@creaycocina.com. We answer Monday to Friday, 9:00 to 17:30 Eastern Time (UTC-5). For a formal request, complaint or claim, use our PQRS channel.