Common questions

HOW DO I ORDER?

Just choose your style on the product page, click the "Add to Cart" button and follow the easy steps to complete your order.

We prepare your order and let you know when it's on the way!

When is my order processed?

We process orders from Monday to Friday. We do our best to deliver to Correios, DAC or Moova all orders received before 1 pm on the same day of purchase, orders received after the mentioned time will be shipped the next business day. Please understand that it may take a few days longer if the order is purchased during the weekend and that it will be sent on the day of the month, during festive closings, there may also be delays for our company, remember that DAC and the Correo do not work in the fines of week.

MY TRACKING NUMBER DOES NOT WORK.

Tracking numbers may take 1-2 days to appear in the carrier's system. Occasionally, the carrier may lose an order. If the tracking number is still not working within a few days, please contact the carrier.

Where can I track my order?

Our products are nationwide and take 3-15 business days to your home after delivery. Shipping time may be slightly delayed due to situations beyond our control. All orders have a tracking code. Once you have your tracking code, you can track it on the page corresponding to the shipping company you selected.

If the Post Office or DAC cannot deliver your package, it will remain at the branch closest to your address so that you can pick it up. If the shipment was made by Moova, the company will make two more attempts to send it, then it will be returned to our store.

There may be no availability of items when buying online?

You can buy insurance, we stock all items posted for sale. If for any reason the product you purchased is out of stock, you will receive a refund of the money corresponding to your order.

I didn't receive my purchase confirmation

Confirmation of your purchase arrives immediately in the email you left us at the time of purchase, make sure you check your spam, junk or other email tray as it may have arrived there. If they are not, just tell us your full name and contact phone number on any of our customer service channels so that we can analyze it together.

I didn't receive my tracking code

Our order processing time ranges from 1 to 2 business days, once the package is shipped, a tracking code is assigned, it is automatically sent to the email provided at the time of purchase. If you have not received it within 72 hours of purchase, simply let us know your full name, order number or email address via our email address to review it together.

Can I exchange a defective or damaged product?

If you received a damaged or defective product, we will replace it at no additional cost. Contact us via email within a maximum period of 12 hours after receiving them so that we can manage the change.

What do I do if my product arrives damaged or defective?

All our products are shipped with the most careful packaging possible, but there is always the possibility that the shipping service will not handle the packaging with due care and the products will be damaged.

If this happens to your product, you should contact us at [email protected] and send us the following:

- Your order number.

- A photo or video clearly showing the fault of the damaged product.

- Once reviewed and approved by our team, we will send you a replacement for free.

How do I return an item?

If you are not satisfied with your purchase and would like to return an item, please contact us within the first few hours of receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and provide further instructions if the return is approved.

Return costs are borne by the customer.

Orders pending payment will be reserved for 48 hours, after this period orders are cancelled.

PAYMENT    What type of payment do you accept?

We support bank transfers, MasterCard, Visa, credit cards and local payment methods in many countries. Specific payment methods in various countries are as follows:

Country Payment methods

Argentina

Bolivia

Brazilian

Pepper

Colombia

Costa Rica

Dominican Republic

Ecuador

The Savior

Guatemala

Mexico

Panama

Paraguay

Peru

Uruguay

When will my card be charged?

Right after your order has been successfully placed.

HOW SECURITY IS MY PERSONAL INFORMATION?

We strictly adhere to the highest industry standards to protect your personal information when you checkout and shop at our store.

Your credit card information is encrypted during transmission using Secure Socket Layer (SSL) technology, which is widely used on the Internet to process payments. Your credit card information is only used to complete the requested transaction and is not stored later.

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Due to the Covid 19 crisis and to ensure the safety of our customers and our team, personal items that have been used in the past cannot be returned.

We appreciate your understanding and apologize for the inconvenience caused.

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In accordance with the law, our return policy lasts for 14 days. If more than 14 days have passed since the purchase was received, unfortunately, we will have to review your case. TO REQUEST ANY RETURN OR EXCHANGE, YOU MUST HAVE YOUR INVOICE AND BOX IN GOOD CONDITION. RETURNS WILL NOT BE ACCEPTED WITHOUT THE INVOICE OR WITH THE BOX IN BAD CONDITION.