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FAQ

Registration

HOW DO I REGISTER ON TRAVERSO.CL?

Creating an account is quick and easy. Click on the user icon at the top right of our website. If you are already registered with TRAVERSO, enter your email address and password and click “LOG IN.” Otherwise, please fill in the “SIGN UP” form and follow the steps. We suggest you be thorough when providing your details to make sure your TRAVERSO experience is smooth and hassle-free.

Alternatively, you can check out as a guest, but you will not be able to enjoy our special promotions, personalized recommendations or exclusive content.

DOES TRAVERSO HAVE A PHYSICAL STORE?

TRAVERSO does not currently have a physical store. Our products can be found in department stores, specialty stores and retail marketplaces.

WHAT CAN I DO IF I HAVE FORGOTTEN MY PASSWORD?

You have 2 options:

  • 1. The easiest is to go to “Log in” at the top of any page of the site, enter your email and click the “forgot password” button. We will automatically send you an email with instructions to recover it.

HOW CAN I CHANGE MY ACCOUNT DETAILS?

You can edit your personal details (except the email address you registered with) and your preferences from your account at any time. To do so, simply access your account by clicking “Log in”

How do I remove or unsubscribe my email from TRAVERSO’s mailing list?

To stop receiving TRAVERSO emails, send an email to contacto@traverso.cl requesting removal from our list. Please allow a few days for the removal to take effect.

How to buy

HOW DO I PLACE AN ORDER ON TRAVERSO.CL?

  • 1.- Find our products:

You can browse all the categories on the TRAVERSO website. Simply click on a product to go to its product page, where you will find all the relevant information (size, nutrition facts, flavor option, shipping, returns, etc.).

  • 2.- Select your products:

From a product page, select the size and flavor (if applicable) and simply add it to your shopping cart by clicking “ADD TO CART”

  • 3.- Shopping cart:

Review the selected items by clicking the “CART” icon at the top right of the website, and proceed to checkout.

At any time before checkout, you can edit, add or remove any item, and also review the total amount with any discount applied. Shipping costs (if applicable) will also be shown.

  • 4.- Checkout:
  • a) Purchase details: Review the full summary of your order details.
  • b) Placing your order:
  • - As a registered user, just log in with your email address and password to access your saved preferences and check out quickly.
  • - Finally, you can check out as a guest. You can become a registered user after placing your order: we will only ask you to choose a password to set up your account.
  • c) Shipping: TRAVERSO will automatically offer all available shipping options. We suggest you carefully review all the details to ensure a smooth delivery.
  • d) Payment method: Select your preferred payment method and enter your details securely.
  • e) Last step: Click “PLACE ORDER.”
  • f) Your order is confirmed. You will receive an order confirmation by email within a few minutes. In addition, if you are a registered user, you can access your order details at any time from your TRAVERSO account.

WHAT PAYMENT METHODS DOES TRAVERSO ACCEPT?

Please note that all payment processes take place outside the traverso.cl site, so we will never ask for or have access to your credit or debit card numbers or any other banking information.

Webpay: on this platform you can pay with bank credit cards and/or Redcompra debit cards issued in Chile.

IS IT SAFE TO BUY ON TRAVERSO.CL?

To guarantee secure credit and debit card payments, we use secure payment systems. Confidential payment data is transmitted directly and in encrypted form (SSL) to the financial institution. When paying through a secure payment gateway, the system will automatically verify that the credit card is enabled for Secure Electronic Commerce. It will then connect with the card’s issuing bank, which will authorize the transaction.

TRAVERSO strictly complies with all the data protection regulations imposed by each payment method you may use to make your purchase.

HOW CAN I KNOW IF MY ORDER IS BEING PROCESSED?

Once you have placed your order, you will receive a confirmation by email with all the relevant information about your order.

As a registered user, you can also check the status of your order from your account.

CAN I CHANGE THE DELIVERY ADDRESS OF MY ORDER?

At traverso.cl we do our best to process and ship your order as soon as possible, so once your purchase has been approved, it is difficult to change the purchase details.

However, understanding that unintentional mistakes can happen, we ask you to send us an email at contacto@traverso.cl explaining your case, with your purchase order number.

CAN I CANCEL MY ORDER?

Once the purchase has been approved, your bank has already transferred the full amount of the transaction to us, so you will not be able to cancel the purchase. Despite this, we offer partial or full return options, which you can use when you receive your order.

CAN I REQUEST AN INVOICE?

For purchases made in Chile, you can request an invoice for your purchase.

Shipping

WHAT IS TRAVERSO’S SHIPPING POLICY?

The shipping cost of your purchase will depend on factors such as the destination district, the weight of the package and the courier you choose for your deliveries.

At checkout you will find the shipping costs for your city. These costs are exactly the same whether you choose to ship to a private address or to the courier’s office in your city.

WHERE DOES TRAVERSO.CL SHIP TO?

The products offered on traverso.cl are distributed exclusively within Chile. In the Valparaíso Region, we do not ship to Easter Island.

Any order with a delivery address outside Chile will not be processed.

WHAT IS THE DELIVERY TIME?

Shipping is handled by a courier company and the approximate delivery time is between 2 and 5 business days. Public holidays are not counted in the delivery time, which resumes on the next business day.

Estimated delivery times are 1-3 business days in the Santiago Metropolitan Region and the central zone, and 2-5 business days in the other regions. There are no deliveries on weekends or public holidays.

In the Valparaíso Region, we do not ship to Easter Island.

No order will be accepted when it is not possible to identify the recipient of the order and/or their address.

WHAT DO I DO IF MY ORDER DOES NOT ARRIVE?

If you have not received the package within 10 business days of your order confirmation, please send us an email at contacto@traverso.cl.

Returns and exchanges

CAN I EXCHANGE A PRODUCT FROM MY ORDER?

To exchange a product you have 10 business days from the date of purchase. You can make the exchange free of charge at our warehouse. (The USER must send an email to contacto@traverso.cl and arrange the exchange.) You must present the receipt included with your order.

All products must be returned in their original packaging, unopened, sealed and in good condition. In compliance with current health and safety regulations, and for your own safety, food returns will not be accepted if the safety seals are not intact.

For more information, please see our terms and conditions.

CAN I RETURN A PRODUCT FROM MY ORDER?

You can only do so if the product is defective. If this happens, you will have the right to choose between an exchange or a refund of the amount paid within 90 days of the date you received the product, provided it has not deteriorated due to something that could be considered your responsibility.

For more information, please see our terms and conditions.

Return method: TRAVERSO warehouse (the USER must send an email to contacto@traverso.cl and arrange the return). Cost: Free

Return conditions may be affected by the current situation caused by COVID-19; for more information, see the product page.

WHEN WILL I RECEIVE MY REFUND?

We will notify you as soon as your return has been approved.

WHAT SHOULD I DO IF I RECEIVED A DEFECTIVE OR WRONG PRODUCT?

If you receive a defective or wrong product, you must send an email to contacto@traverso.cl, within 24 hours of the delivery date, describing the problem, together with your personal details and order number. We will contact you shortly to resolve the issue.

Order tracking

HOW CAN I CHECK THE STATUS OF MY ORDER?

Once the order has been prepared and handed over to the shipping company, you will receive a shipping confirmation email with a tracking number so you can check the delivery status of your package. The tracking number may take up to 24 hours to activate after you receive the shipping confirmation email. Please allow some time before tracking your order.

As a registered user, you can also check the status of your delivery from your account.