Someone who finds you once shouldn't have to go looking for you again.
What happened
We had been selling on a marketplace. Then one day the platform announced it was closing in Chile and Colombia. We had no way to reach the people who had bought from us: no customer list, no phone numbers, no announcement we could send.
How we found them again
It was slow. One at a time: through old chats, through contacts who remembered a name, through people asking in groups whether anyone knew where we had gone.
Months later, most of them came back. That's when we saw the real size of the problem: it wasn't the platform. It was depending on it to talk to our own people.
Why our own store
Running our own store is more work than holding an account on a marketplace. We know. But it gives us something we're not willing to trade: an email address you can always write to, and the certainty that nobody can close the door on us.
What you can expect from us
We answer our emails. If something arrives wrong, write to us and we fix it with you: we talk first, then decide how to sort it out.
What stays the same
The sunglasses are the same. The people are the same. All that changed is where we sell.