We aim to offer the best shopping experience to our customers. Therefore, we maintain fundamental requirements to ensure the smooth functioning and success of our operation and partnership. Are they:
It is essential to complete the four items on all orders:
1- Tracking number: Shipment number
2- "URL" field: Post or carrier link
3- "Carrier" field: ensure that the carrier's name is spelled correctly
4- Field "Invoice Number"
If there is any error or incompatibility with the completed data, our service will contact you by e-mail. If there is no return within two business days, we will contact you again. This second email must be replied within 24 hours.
If after two attempts the seller does not provide the necessary information, we will handle the case according to the customer's request, which may include cancellation of the purchase with commission retention.
DELAY IN ORDERS
Shipping problems: Whenever there is a delay in posting a product, the Seller must inform the reason and the new shipping deadline through the Seller Guide
This way, we can anticipate the problem and avoid the frustration of our customers. It is the seller's responsibility to notify our service team of unforeseen deadlines.
Delay informed by the customer: When the delay occurs with the carrier, you must inform the reason and the new deadline for sending the product.
In case of exchange, the seller must comply with its Exchange Policy, as long as it complies with the Consumer Protection Code. In cases where the Consumer Protection Code is open to interpretation, we will follow the guidance of our legal counsel.
The Reverse Code or the Collection Schedule must be informed within two business days, after fulfilling the requirements contemplated in the seller Exchange Policy. When the merchandise is received at the Distribution Center and the analysis deadline is completed, the seller has up to two business days to ship a new product to the customer.
CANCELLATION FOR REPENTANCE
In cases where the customer regrets the purchase and wishes to cancel it, the seller can follow its Cancellation Policy, as long as this is in accordance with the Consumer Protection Code. We consider a period of seven days from the date after the day of delivery, according to the terms of the Civil Code.
If the customer withdraws from the purchase and the product has not yet been shipped by the seller, the order must be canceled within two business days. After the cancellation authorization, the product cannot be posted.
If the order has already been shipped and the customer refuses delivery, the seller must authorize the cancellation as soon as the refusal is formalized, either through the tracking code or the shipping code.
When the order is received by the customer, the seller must inform how the process should follow, in accordance with its Cancellation Policy. In these cases, as soon as the product returns to the Distribution Center and the analysis period ends, the seller must authorize the cancellation. If the order is lost at the Post Office or at the carrier, as soon as the lost document is released, the seller has up to two business days to authorize the cancellation of the purchase.
Request approved and not sent: the seller must respond to the request for authorization of cancellation within two business days. The product cannot be posted after authorization for cancellation.
Product sent and refused by the customer: when there is a record of the return of the product, either by the Post Office or by the carrier, the seller must authorize the cancellation of the purchase, even if the merchandise has not yet been received at the Distribution Center.
Request approved and received by the customer: upon receiving the cancellation request (which must respect the Return Policy), the seller must send us the reverse code, in the case of Correios, or inform the date of collection by the carrier - both, in up to two business days.
After receiving the product at the Distribution Center, respecting the analysis period, the seller must inform us of the status within two business days.
Order lost at the Post Office or Carrier: as soon as the loss of the product is documented, either by the Post Office or carrier, the seller must authorize
Doubts? Just open a request by clicking here