Frequently Asked Questions
1. Where can I see my order status?
To check your order status, you can send the message "order status" to 21 97669-2645, or you can go to the My Account section, click on the order, then on "Track shipping," and that's it!
2. The delivery date has passed, and I still haven't received the product. Where can I see the new delivery date?
Whenever the delivery date changes, you will receive an email notifying you of the new date. However, if you want to check your order status, you can send the message "order status" to 21 97669-2645, or you can go to the My Account section, find the order, and the new date will appear next to its status.
3. I regret my purchase. What now?
If you regret your purchase, first, check if your return period is still valid. This period starts the day after delivery. You have up to 7 days to return.
For cases of broken, dented, scratched products, or similar issues, the deadline is 2 business days from the day following delivery.
To do this, you should access My Account, find the order, and click on "exchange or return." Then, write a message explaining the reason for the return and choose how you wish to receive the product's value.
You will receive an email confirming that we have received your request and with all the instructions, so keep an eye out, okay?
We have up to 30 calendar days to verify if your request complies with the rules and to cancel your purchase. This period begins once the product you returned arrives at our address.
4. I have a question about the product. Where can I find more information?
If the product information is not clear in the last image or the product description, you can send the message "product questions" to 21 97669-2645.
5. My product arrived differently. What now?
If you notice that your product arrived differently (model, color, size, etc.), you should access My Orders, find your purchase, click on "I need help," and then again on "I need help."
Tell us what happened and send images to show the problem and receive instructions to request an exchange.
We also solve this issue over the phone; you can send the message "order discrepancy" to 21 97669-2645.
6. What are the order delivery times?
Delivery times may vary by state. If you purchased more than one product in a single order, deliveries may be made separately. Check the delivery time for each product at the time of purchase.
7. I no longer want the product, how do I return it?
In this case, we offer 2 options:
1 - Refuse the product upon delivery to the delivery person, informing the carrier that you no longer want the product (Write the reason for refusal on the invoice).
2 – Opening a ticket via email or phone/message.
The deadline for returns due to purchase remorse is 7 days after delivery by the carrier.
Tips for receiving your delivery
It is necessary that there is an authorized person to receive your purchase at the time of delivery, as our couriers will not be able to deliver the order without a signed receipt.
All merchandise must be checked upon delivery. Refuse products in open packaging or damaged products (scratched, broken, dented, or cracked).
If you have time restrictions, please indicate them at the time of purchase in the observation field or address complement. For example: Commercial address.
