➤ Domestic: Free shipping to all of Mexico. Receive within 3 to 5 business days nationwide. Subject to shipping policy.
➤ Local: Receive same day in Playa del Carmen QR Mexico. Subject to shipping policy.

➤ Mon - Fri: Receive same-day delivery in Playa on orders placed before 5:00 pm (GMT-5) local time.

➤ Sat: Receive same-day delivery on orders placed before 2:00 pm (GMT-5) local time.

We currently ship to all of Mexico. If you wish to ship to another country, please wait for updates on our services as they happen.

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped we will send you another email along with the link to track your order or you can track the status of your order from the track local order section (Playa), or track national order, (Mexico) as the case may be, in your account page on chats café.

NATIONAL

Delivery times may vary depending on the delivery location and the type of product you order. Normally, once you have placed your order, it takes 24 to 36 hours to process it and mark it as ready for delivery when it comes to shipments throughout Mexico.

LOCAL

Local delivery times may vary depending on the delivery location, weather conditions, and the type of product you order. Typically, once you have placed your order, it takes 1-4 hours to process it, mark it as ready for delivery, and deliver it to the recipient. As long as you comply with the local delivery times set out in the delivery policy.

Shipments are reflected as RTO (Returned To Origin) under the following circumstances: - Delivery was attempted more than once but failed to deliver due to an incorrect address or because no one was present at the given address - The address could not be found because it was incomplete or the PIN code was incorrect - You or someone at your delivery address refused to accept the order In these circumstances, our customer service team will attempt to contact you on your registered phone number. If there is no answer at that number or it is unavailable, then the package is returned to origin.

We work with the following carriers to deliver orders. If you have any problems or delays with your delivery, you can contact the carrier directly.

Contact information:

DHL: 55 5345-7000 or (800 841-161)

Post Office: 55 52708300 or 800 (3782338)

FedEx: 55 5228 9904

RedPack: 55 36824040

Note: If you have any comments about one of our carriers, please contact us.

Occasionally, packages are returned to us as undeliverable. What does this mean?

A package may be returned undeliverable for several reasons:

• The address is incorrect or out of date. The package is usually stored for a period of time that may vary depending on the carrier holding it. The carrier will then return it to us. Please review the address carefully when placing your order on Charlas Café®. For more information on adding, editing, and deleting addresses from your address book, log in to Manage Subscription or My Account.
• Our system does not recognize how an address was entered, or if the package was assigned to a carrier that cannot deliver to that address.
• You have used a restricted address. If you are shipping to a correctional facility, penitentiary, or other similar institution, the products and the carrier responsible for delivery may be subject to specific delivery restrictions.
• The carrier attempted delivery but was unsuccessful. Most of our carriers make more than one attempt to deliver a package, and they call you by phone when they are nearby. If they are unable to successfully deliver the package, they will return it to us again.
• Recipient refused delivery. A gift recipient who is not expecting a gift may refuse a package if they believe it is being delivered in error. In this case, we will issue a refund to the gift buyer and notify them via email. If you wish to reorder the gift, you may wish to let the recipient know that a surprise is on the way.
• The address was illegible. In rare cases, address labels may become unreadable in transit. If that happens, the carrier will return the package to us.
• The package was damaged in transit. If a package is damaged in transit, the carrier may return it without attempting to deliver it.

We cannot reship orders that are returned to us as undeliverable by carriers, as this will trigger a loop effect.

If you still want to buy coffee that was undeliverable, place a new order on our website by entering the correct shipping details or you can order it for delivery to a friend's address.

1.- Within the site: charlascafe.mx select your favorite coffee beans, number of bags and the type of coffee grind you want.

2.-You will find a grind and quantity selector before adding your coffee to the shopping cart.

3.- Within the product page, you select the type of purchase. You will find two purchase options: one (One-time purchase) and another (Subscribe and save). What does this mean? You can make your purchase as a one-time purchase or subscribe to your products to receive them continuously at your home, either every week or every month.

3.-Once you have selected the type of purchase and the delivery frequency (if applicable), proceed to the payment screen with the button: (Add to cart)

4.- Within the shopping cart screen, review all the product details and continue accepting the terms and conditions to proceed with payment.

5.- Within the payment screen it is important to correctly enter the address of the home, interior and exterior number, postal code, contact telephone number and some reference of the place where the order is delivered. Accepted payment methods: We accept payments by credit card, debit card, Apple Pay and PayPal. (Select the desired payment method on the payment screen).

6.-Once all fields have been completed, complete the purchase by clicking on the button: (Place order).

7.- You will receive a purchase confirmation email with the details of your new order and we will notify you of any shipping status updates via the same means.

8.- Follow the status of your shipment at all times through the order tracking link at: (Track order Mexico).

We can only exchange orders that have not yet been processed for shipping.

To make changes to your order, please contact support by submitting your request through the "contact us" form at charlascafe.mx or through the live chat window.

If you wish to cancel your order, you can send an email from the Contact Us section or through the live chat window.

Once your order has shipped, you will receive an email and text notification with the order details. You can track the shipment by clicking the link provided in the email or check it through the Live Chat Bot on the site.

Once you have placed your order you will not be able to make changes on the website. Please contact our customer service team via the 'contact us' form for any order changes.

If your order has not yet been shipped, we can ship it to a different address as per your request. To find out more, you can contact us via the 'contact us' form.

You can purchase from charlascafe.mx using a debit or credit card, net banking, or UPI. Additionally, we support Paypal, Apple Pay, and other wallets. We accept cash payment only for local deliveries in (Playa del Carmen). You can choose these payment methods at checkout.

We partner with third-party payment processing services to process all credit/debit card payment transactions. These payment intermediaries are PCI compliant, which is the most stringent level of certification standard that ensures that all cardholder data is stored, processed, and transmitted securely by using industry-standard encryption technology. You can rest assured when entering your card details at chats café.

To protect your security and privacy, your bank cannot provide Charlas Café® with information about why your payment was declined. Please contact your bank directly to resolve these payment issues.

To determine why your payment was declined, consider the following and, if necessary, contact your bank for more information:

• Have you exceeded your credit card limit?
• Did you enter your credit card number, credit card expiration date, card address, and phone number correctly in My Account ?
• Is your purchase outside your normal spending range? Some banks will block transactions for security reasons.
• Does your issuing bank have special policies regarding online or online purchases? If so, check them in the issuing bank's app.
• Did you correctly enter the one-time code sent by your bank during the payment process of your order? Sometimes, your bank may send you a one-time code by email or text message. You must enter this code in the corresponding box to confirm your purchase.

To retry a declined payment:

1. Go to the payment screen.
2. Choose one of these options:

• Try a different payment option, as follows:
• Select Change payment option next to the order you want to modify.
• Select another payment option from your account or enter a new card number and select Confirm .
• Select (Place Order) next to the order.
• Please try again with your current payment option by selecting (Place Order) next to the order.

Yes, we accept returns subject to compliance with the following conditions:

• - The item must have been sold in our online store
• - The item must not have been used in any way
• - The item must be in its original packaging with all tags, etc.
• - The return or exchange request must be made within 7 days of delivery.

To request an exchange, please submit your request through the Returns Center form.

We accept exchanges and the same conditions apply to returns.

• - The item must have been sold at Charlas Café®
• - The item must not have been used in any way
• - The item must be in its original packaging with all tags, etc.
• - The return or exchange request must be made within 30 days of delivery.

To request an exchange, please submit your request through the Returns Center form.

You can return products sold at Charlas Café®.

When you return a product, you can see different return options depending on the product or the reason for the return in the Returns Center.

To return or exchange a product you purchased:

1. Go to Returns Center to view your recent orders.
2. Enter your order number and select Return or replace items .
3. Select the product you want to return and select an option from the Return Reason menu.
4. Choose how to process your return. If applicable, select to issue a refund or replace it with another Charlas Café® product.
5. Select your preferred return method.
6. Print the return label and return authorization, this information will be sent to your email with the tracking.
7. Tip: Each return label is assigned to a specific return. To ensure you receive the correct refund, do not include items from multiple orders or shipments in the same box.
8. Add your return label (if applicable) and package your products for return. Package your product securely, following the instructions sent to you when you requested the return at the Charlas Café® Returns Center .

You can view the status and update of a return or refund in the Returns Center by selecting View Return or Refund Status next to the relevant order.

Note:

You can view information about returns of products sold and shipped by Charlas Café® that were purchased through charlascafe.mx and more information about returns in our return policies.

With the Charlas Café® subscription and savings program you can receive your favorite products from charlascafe.mx on a regular basis and save while doing it!

Enjoy fresh coffee anywhere, anytime.

Automate your coffee delivery frequency with a weekly or monthly delivery plan and have full control over your subscription.

Edit, change product, reschedule, skip, change grind type, add or decrease the amount of coffee next to be delivered by logging in to Charlas Café®

Example:

If configured in the subscription:

• 6 bags of Chiapas, Soconusco Coffee of 500 grams / With a delivery plan for each month.

You will receive a recurring charge to your registered card (every month) on the day and time you subscribe to charlascafe.mx, only for the cost of the products within the subscription and it will be delivered to the address registered in your user portal.

Considerations: It is vitally important to keep your shipping, contact telephone number and billing information always updated for the correct operation of the service.

Recommendations: Subscribe on a business day from: Monday to Friday from 9:00 am to 5:00 pm for better and smoother delivery management of your recurring orders.

You can easily manage or cancel your subscription from your online portal. Log in or click Manage Subscription in the top menu. You can also manage your subscription via the link provided in your confirmation email when you signed up for the subscription.

Please note the following for delivery of subscription products:

• Delivery in Playa del Carmen: The order is prepared by default immediately after successful payment and is sent the same day if it is within the established local delivery time; if it exceeds the time and enters Charlas Café® on a Sunday or holiday, by default it is sent the next business day to the address registered in the user portal.

• Delivery throughout Mexico: By default, the order is prepared immediately after successful payment and is sent the next day. Delivery to the registered address takes 3 to 5 business days. During the Christmas season, it may take longer than this time.

Our subscription service is completely free. There is no obligation and you can modify or cancel your subscription at any time. The recurring charges for your subscription are only for the products you add to your subscription .

Not all products are eligible for a subscription.

If a product is eligible, you'll see a regular One-Time Purchase price as well as a Subscribe & Save price on the product page. There's no obligation, and you can modify or cancel your subscription at any time—there are no cancellation fees. Start or end whenever you like.

If you have a special note for your order or it is late in delivery, please let Charlas Café® know by adding a note to your next order.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button.
3. You will see detailed information about your active subscription. Select See more details.
4. Locate the Order Note box and click Update.
5. Add the special note of the order in this section.
6. Example: Leave my orders at the security booth , my order will be received by: (name of the person receiving it) or also, create a mixture of the two bags of my subscription and grind them together, or, ring the bell of the white door when you arrive. You can also add, deliver to the manager of the cafeteria/Hotel/Restaurant (and name of the person receiving it).
7. Click Update Now to save all changes.

If you are not at home on the date and time of delivery of your subscription order, please let Charlas Café® know as soon as possible by changing the delivery date.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details, select the My Subscription button. You will see detailed information about your active subscription.
3. Click Reschedule Delivery. Select the new date on the calendar when you want your next delivery.
4. Click Update Now to save all changes.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details, select the My Subscription button. You will see detailed information about your active subscription.
3. Click Details for more information.
4. Click Edit, located at the bottom of your product photo.
5. To change the type of variant or (grind) of the product click on Change variant
6. From the drop-down list that appears, select the new grind type you want to replace your product with.
7. Once you have selected the new grinding variant, click on: Update to save all changes.
8. You will receive a confirmation email of the changes made to your account.

Of course! You can add and decrease the number of coffee bags you will receive.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details, select the My Subscription button. You will see detailed information about your active subscription.
3. Click Edit, located at the bottom of your product photo
4. Add the quantity in the Edit Quantity box .
5. Click Update to save all changes.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button. You will see detailed information about your active subscription.
3. Select the Add Product button at the top.
4. Search for the product you want to add in the search box.
5. Select the quantity, grind and product variant.
6. Finally, confirm and click the Add Product button to save the changes to your subscription.

How do I add a product to my product list?

1. Log in and click on My Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button. You will see detailed information about your active subscription. Select the Details button to view more information.
3. Select the Swap text next to the product image.
4. Search for the product you want to exchange for in the search box.
5. Please select quantity, grind and product variant before confirming.
6. Finally, confirm and click the Confirm button to save the subscription changes.

1. Sign in and click Manage Subscription or My Account in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button and then click See more details.
3. Click the black Skip Order button below the product detail.
4. Click the black Skip Order button to confirm and save your subscription changes.

Are you going on vacation and there will be no one to receive your subscription products?

Please let Charlas Café® know as soon as possible by skipping your next orders, or if it extends by putting it on pause completely .

1. Sign in and click on Manage Subscription or My Account in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button and then in See more details.
3. At the bottom of the page look for the Pause Subscription button
4. Click the black Confirm button to save all subscription changes. Your subscription will now be paused and you will receive a confirmation email of your subscription changes and automatic recurring orders will no longer be issued.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button and then click See more details.
3. Scroll to the bottom of the page and look for the Unsubscribe button. Confirm the unsubscribe button again. At this point your subscription is completely cancelled and you will receive a confirmation email of your unsubscribe from Charlas Café®.

Would you like more details and help information about your subscription? Please visit the Help Center section or send us an email from the Contact section.

Recurring subscription orders are charged automatically and processed on the day and period selected for your plan (weekly or monthly), depending on your subscription plan. Make sure you activate recurring or subscription purchases in your bank. In some cases, you must log in to your bank's application and activate this option to notify you of recurring charges and online purchases.

If your charge is not successful on the first attempt, two more attempts will be automatically made on the following ongoing days. If it could not be processed successfully on these three attempts , the current order will be skipped completely and your next new recurring order will be created on the already set date of the subscription. You can view and edit all the details in the menu/Manage subscription.

Suggested actions:

• Check the balance and expiration date of your credit/debit card
• Please verify all registered card details and CVC.
• Please change your payment method and try a new card at Charlas Café.

Other actions:

You can contact your issuing bank and ask for more information or you can enter a new card from another issuing bank for recurring subscription charges on Charlas Café.

If you need further assistance or have any concerns: Contact us here or via live chat from the website.

1. Log in and click on Manage Subscription or My Account located in the top menu.
2. You will see your name and your active subscription details. Select the My Subscription button.
3. You will see detailed information about your active subscription. Select See more.
4. Locate the Payment Details box at the bottom of the page and click Edit.
5. Click the Send Email button in the box below.
6. You will receive an email from Charlas Café. The email will display a Confirm Payment Information box.
7. You will see your current payment details on the website. Press the Change button.
8. In the section, enter your new credit/debit card details and click Update Card once finished to save all changes.

Each time a new card is registered in Charlas Café® to make recurring subscription charges, the system performs a verification that banks could reflect as a purchase for a value of: $1 USD / 18 MXN. (according to the current exchange rate).

Don't worry, these charges are made to validate that the card is active, that you are the owner of it and that you have funds. It is a common security process by the bank.

The charge remains in processing status by the bank and at the end of your billing cycle this payment remains pending processing. Your $18.00 MXN will be available on your next billing cycle, or if it is a debit card, the amount will be automatically refunded to the same card on the same day or in the following 3 business days.

Once the order has been successfully placed, you can automatically bill yourself on the payment screen page immediately after completing the purchase or you can bill yourself from the website page in the section: Electronic billing.

Requirements for the new CFDI 4.0 version modality

Among the changes incorporated in the new version 4.0 of CFDI, it is necessary to include the complete tax information:

• Tax regime: In which taxes are paid.
• Name: Natural person, legal entity name or corporate name.
• Legal entity: Example, the name of the company will change to all capital letters and without accents from: MY COMPANY, SA DE CV the capital regime is deleted and only the name should be: MY COMPANY
• Natural person: Example, the name will change to all capital letters and without accents from: Juan José Martínez the change is made and it should be as follows: JUAN JOSE MARTINEZ
• Place of issue: Tax domicile, including the correct postal code. It is necessary to fill in the “Use of the CDFI” field; that is, the fiscal use that will be given to the invoice, which must coincide with the tax regime of the recipient.

Additional information

For questions or clarifications regarding billing, please call us: 777 2018377 or contact us from the “contact” section.

• 1.- Go to the page: Electronic billing.
• 2.- Enter your order number and the exact total of the purchase in the boxes to search for your purchase to be invoiced.
• 3.- Fill out the form with your respective tax information and when finished, click on: Generate invoice.
• 4.- The invoice will be sent to the email address you provide.

Our support team is available from:

Monday to Friday from 9:00 am to 5:00 pm and Saturday from 9:00 am to 1:00 pm. You can contact us by email or through the live chat on the website.

Only one coupon can be used in a single transaction or in one cart. However, you can add multiple items to one cart to use one coupon and get discounts.

Charlas Café® login allows you to use your Charlas Café® username and password to access and edit your order shipping and product delivery information.

To use Login with Café Chats®:

1. Go to the website or app that offers Café Chats® Login.
2. Select the Login button. A site-hosted login screen will appear.
3. Enter your email and password.
4. The first time you log in to the website or app.
5. You will be redirected back to the website or app as a registered user or asked to complete registration.
6. Occasionally when you log in you will be asked to enter a Google® security challenge and reCAPCHA® to validate your data and identity.

What does this mean?

Recaptcha or reCAPTCHA is the Captcha system that Google uses to detect traffic coming from automated programs or bots.

You can access and manage much of your personal information in My Account .

Below is a list of information you can manage and access through My Account:

• Login and security information (including your name, phone number, and password)
• Your delivery address book.
• Payment information
• Order History
• Wish Lists and other lists
• Digital content and devices
• Personal recommendations
• Browsing history
• Login with Café Talks®

In addition to the information you may provide to us, we also collect information when you interact with our website and our products and services to enhance your experience at Charlas Café®.

Common ways you provide information to us include searching for products or services, placing an order, or contacting us for help. Examples of information you might provide include your contact details and delivery details, payment information, or other preferences. You can find more details about what information we collect and how we use your personal information in our Privacy Notice.

We use your personal information to make deliveries and communicate with you about your purchases of products and services, improve and personalize the experience at Charlas Café® and comply with legal and tax obligations, among other purposes.

We also use personal information to display interest-based ads about features, products and services that may be of interest to you. A detailed list of the ways we use your personal information can be found in our Privacy Notice .

We design all our systems and devices with your privacy in mind and invest heavily in ensuring the security of personal information across our business.

We implement physical, electronic and procedural safeguards in relation to the collection, storage and disclosure of personal information. Our security procedures may require you to verify your identity before we disclose personal information to you. Further details can be found in our Privacy Notice.

Information about our customers is an important part of our business and we never sell individual customer data.

We may share your personal information with third parties, but this is only for the purpose of providing you with the relevant services and complying with applicable laws such as electronic billing.

Note: We recommend that you implement simple measures to ensure protection against unauthorized access to your password and to your computers, devices and applications.

• Use a unique password that is not used for other accounts.
• Sign out when you finish using a shared computer.

You can change your password, email, or phone number login by accessing Login from My Account .

You may need to enter your password again to access these settings.

Need more help? Talk to a Customer Service representative.

You can add new shipping addresses or change your existing shipping addresses under Delivery Address.

To protect your privacy and security, please make these changes yourself.

Need more help? Talk to a Customer Service representative.

Protecting the privacy and security of your data is a priority for Charlas Café®. You can find more information about how we protect your privacy in our Privacy Notice.

You can access much of your personal information in My Account.

You can post your opinion of products published on Charlas Café®. We invite you to share your opinions on the site, both favorable and unfavorable.

Customer reviews are helpful for other users to learn more about the product and decide if it is right for them.

Customer reviews must provide users with genuine feedback from other buyers about products. We have a zero tolerance policy for any reviews designed with the intent to mislead or manipulate customers.

We do not allow anyone to write reviews as a form of promotion.

Below are some types of reviews that we do not allow and will immediately remove from Charlas Café®:

• An opinion from someone who has a direct or indirect financial interest in the product.
• An opinion from someone who allegedly shares a close personal relationship with the owner, author or artist of the product.
• A review from the product manufacturer pretending to be an unbiased buyer.
• Multiple negative reviews about the same product from a single customer.
• A review of a game in exchange for additional in-game credits.
• A positive review of a friend's album in exchange for receiving a positive review from them.

“Verified Purchase” means that the person purchased or used the item at Charlas Café® and paid a price available to most Charlas Café® buyers.

After someone submits a review, we check to see if that person:

• Purchased or used the item at Charlas Café®;
• He paid a price available to most Café Talks® buyers.

If we confirm both, we label the review as “Verified Purchase.”

Reviews without this tag can also be useful. For example, a customer buys their coffee on Amazon, but wants to share their opinion on the Charlas Café® official website page.

Charlas Café® has created a quiz for new customers or anyone who is undecided about which coffee to buy and/or whether it will be suitable for them in terms of roasting finish and region.

To answer this question, simply click on the Cup Profile link to receive recommendations for coffee beans based on your drinking preferences. Go to: Menu / Cup Profile.

At the end of the test we will show you only 3 products to choose from, these will be your 3 most suitable options according to your tastes.

To choose any of the 3, just click on the product and add it to the shopping cart to complete the order.

The product recommendation is also sent to your email.

Do you give coffee as a gift?

Personalize your gift with a video or audio message. The recipient opens their package. They scan the QR code and view the video message you uploaded to Charlas Café®

Send a video with your order.

Personalize your gift with a video or audio message.

May it be unforgettable

Let your imagination run wild. Use music that alludes to the occasion. Is it a birthday or anniversary gift? Play their favorite song and a video of you personally congratulating the recipient.

How does it work?

The video is your creation. We send it along with your Charlas Café® products to the recipient.

The recipient opens their package. They scan the QR code inside and view the video or audio message you uploaded to Charlas Café®

Note:

• The video or audio message is recorded upon completion of the purchase.
• You will receive step-by-step instructions for uploading your video to Charlas Café.
• Once the digital content has been received from you, Charlas Café proceeds to prepare the products for shipment to the recipient.

Important:

• It is recommended to have the video ready when placing the order. Delays in delivery of digital content by the user may affect product shipping times.

Before placing orders with Alexa, make sure you meet these requirements.

Alexa uses the default shipping and payment address settings from your Amazon account, which you can edit and configure from the Alexa App and your Amazon account.

To place an order for Coffee Talks® with Alexa, you need:

• A valid payment method set up on your Amazon account;
• An Amazon account;
• A device with access to Alexa.

Tip: Check your purchasing settings in the Alexa app.

2.- Activate or deactivate Alexa voice purchases

To turn voice purchasing on or off for your account, use the Alexa app.

1. Open the Alexa app.
2. Open More and select Settings .
3. Select Account Settings .
4. Select Voice Purchasing .
5. Turn Voice Purchasing on or off.

Ask Alexa to place orders for Café Talks® from your order history in Amazon Cart.

Just say this:

• "Alexa, buy [Product name, blend, or region] from Café Talks."

Note: It is important to mention the Charlas Café® brand at the end of the name of the product, blend or region, for correct operation.

Textual example:

• "Alexa, buy [Café Oaxaca Pluma Hidalgo] from Charlas Café."

Alexa will repeat the name of the product again.

• If that's the correct one, to confirm the purchase just say: "Buy it now."

You can also try saying:

• Alexa, "Add a selection for Coffee Talks to my cart."

Follow the instructions to complete your order. Some products must be purchased through the Amazon app or on the Amazon website.

• If you want to cancel, just say: “Alexa, cancel my order.”

Please note: Once you make a purchase with Alexa, your products will be shipped from Amazon, which means that the delivery address and payment details will be taken, handled and processed by Amazon. If you wish to track your order, please visit the Amazon.com.mx website and check their terms and conditions of sale for the service.

If you need more help using Amazon and Alexa, check out the Amazon.com.mx website and the Alexa App.

Of course! We are the producers/distributors of the Charlas Café® brand in Mexico, which means that we do not have intermediaries or third-party resellers that affect and/or alter the quality of origin.

We take this issue very seriously. We maintain strict freshness and quality control to offer the best possible experience with our products.

In order for a third party to offer/distribute Charlas Café® products on any site, it needs the consent of Charlas Café® in addition to other permissions for the use of the Charlas Café® brand on and off the Amazon.com.mx site.

Charlas Café® products published on the Amazon site and the following marketplaces are legitimate. You can rest assured buying your coffee through:

• Amazon.com.mx
• Amazon® App
• Alexa® App
• Walmart.com.mx
• Walmart® App
• Liverpool.com.mx
• Liverpool® App
• Suburbia.com.mx
• Suburbia® App
• Bodegaurrera.com.mx
• Aurrerá® App
• Charlascafe.mx
• Café Chat App®
• Café Talks® Delivery Points

Knowing fully that it is about the freshness and quality that you know.

If you notice our products being sold outside of these sites, please let us know via the Contact section.

The price in green:

Products on Charlas Café® may display the listed price in green, the recommended price and the previous price or another price in strikethrough on the product detail page.

The Listed Price refers to the recommended retail price of a product as provided. Charlas Café® will only display the Listed Price

The crossed out price:

The above Price is determined based on the average price paid by customers for the product at Charlas Café®.

The price in red:

You may see additional information about strikethrough prices and savings in red as follows:

Example:

Save $29.35 (in red)

All promotional codes can only be redeemed once, when you place an order.

Some promotions or coupons issued by our Live Chat Customer Service may be automatically assigned to your account and appear on the Order Summary page or in your shopping cart before you checkout your order.

We continually publish promotions and discount coupons on the Charlas Café® website during seasons such as: Summer, Winter, Spring, etc.

• Check out all the details of the current promotions available on the main menu page: Promotions.
• Details of current promotions can also be found on the product page under the Current Promotion tab.

To redeem a coupon or promotional code:

• Follow the instructions in the offer.
• Add a participating product to your cart.
• On the Select a Payment Method page or the Place Order page of the order form, enter the promotional code in the Gift Cards & Discount Codes section exactly as specified or provided. Select Apply . Do not add spaces before, within, or after the promotional code.
• Proceed to checkout. Verify that the promo code has been applied correctly by checking the price on the checkout page before placing your order. If for some reason you do not place an order at that time, the promotion remains in your account until it is used or expires.

If you have trouble applying a discount coupon, please contact us via live chat for assistance from a Charlas Café® advisor.

To determine why your payment was declined, consider the following and, if necessary, contact your bank for more information:

• Have you exceeded your credit card limit?
• Did you enter your credit card number, credit card expiration date, card address, and phone number correctly in My Account ?
• Is your purchase outside your normal spending range? Some banks will block transactions for security reasons.
• Does your issuing bank have special policies regarding online or online purchases? If so, check them in the issuing bank's app.
• Did you correctly enter the one-time code sent by your bank during the payment process of your order? Sometimes, your bank may send you a one-time code by email or text message. You must enter this code in the corresponding box to confirm your purchase.

To retry a declined payment:

1. Go to the payment screen.
2. Choose one of these options:

• Try a different payment option, as follows:
• Select Change payment option next to the order you want to modify.
• Select another payment option from your account or enter a new card number and select Confirm .
• Select (Place Order) next to the order.
• Please try again with your current payment option by selecting (Place Order) next to the order.

Instead of choosing your home or work address for package delivery, you can select a Charlas Café® drop-off location.

You can pick up your package at the time that best suits you, within the opening hours of the nearest collection point in your city.

During checkout, if all items in your order are eligible, you'll see the option to find a delivery location at checkout.

When your package is ready for pickup, charlascafe.mx will send you an email notification. This email will include the information needed to pick up your package.

Note: You can add a delivery point location as your default shipping address in My Account .

Pick up at nearby collection points

1. Place your order: Select the “Pickup” option on the page during checkout.
2. Receive notification: Once your products are ready for collection, you will receive an email notification.
3. Pickup: Bring your order number to your chosen pickup location to collect your coffee.

To find out which delivery point is closest to you, enter your zip code and the system will give you the closest location as an option: Pickup at Charlas Café® on the payment screen.

• Select the location if you wish to pick up at that delivery point.
• Remember to bring your order number or official identification to collect your products.
• Check the Charlas Café® delivery point schedules

Note:

• On non-working days or public holidays, delivery points remain closed.

Charlas Café® emails, text messages, WhatsApp notifications, or calls will never ask you to submit personal information. If you receive a suspicious communication, here are some tips to determine if it is coming from charlascafe.mx

Charlas Café® never sends you unsolicited messages through any communication channel that ask you to provide sensitive personal information. We never ask for:

• Your identification number;
• Your bank account number;
• Sensitive information about your credit or debit card;
• Your access password;
• Nor any other sensitive identifying information.

Charlas Café® will never ask you to make a payment outside of our website and will never ask you for remote access to your device for matters related to your subscription account, orders, payments, returns and refunds, and gift cards.

If you receive suspicious communication claiming to be from Charlas Café® and you do not have an account with us, report it from our contact section.

Online surveys provide us with information about our customers' experiences with our products and services, helping us to continually improve product and service quality.

We continually invite customers to complete online surveys about their experience with our products. These surveys are typically hosted on third-party sites.

charlascafe.mx surveys never ask customers to provide sensitive security information such as account information, passwords, social security number, etc. If you receive an email from charlascafe.mx inviting you to take a survey that requests this type of sensitive information, please report it immediately through our contact support.

What do we ask in a service survey?

• 1.-Overall rating of the product purchased at Charlas Café®
• 2.- Any comments about the same product. (Optional answer)
• 3.- Any general feedback comments for Café Talks® (Optional response)

The answers you provide in Charlas Café® surveys are subject to the Charlas Café® Privacy Notice .