How long will it take for me to receive my order?
To offer free shipping, we work with package aggregation in conjunction with our suppliers, which results in a longer shipping time.
The delivery time is 7-19 business days after the payment confirmation and posting date. Generally, our orders are delivered within an average of 9 to 12 days.
The delivery time is calculated from the date of posting on business days, meaning it does not include Saturdays, Sundays, and holidays.
After the purchase is confirmed, the order will be processed, which takes 1 to 2 days depending on demand. Rest assured, 97% of orders are shipped within 3 business days.
Orders placed via boleto (Brazilian payment slip) are only shipped after the payment confirmation is processed by the customer's bank.
Please note: In some cases, this delivery time may be extended by a few more business days due to delays, strikes, holidays, periods of high demand at the post office, and other situations beyond the store's control.
EX: Chinese New Year, which takes place from January 25th to February 15th, purchases made during this period may take up to 10 days to be posted, and these days do not count towards the shipping time.
How do I track my order?
You can track your shipment using the tracking code sent to your registered email address. Since this is an international shipment, the tracking may take 3-10 days to show the current status.
Will I be charged customs fees?
No.
I received my product, but it's incomplete.
Generally, when your order contains multiple items, it may be shipped in separate shipments, as we use different distribution channels. You may receive the items on different dates. So, don't worry if you don't receive all the items at once... they will arrive.
Will I receive the product at my home?
Yes, most orders are sent to the delivery address. However, it's possible that you will have to pick up your order at your local post office if the address cannot be located or if several unsuccessful delivery attempts have been made (address unavailable). We ask that you track your order using the tracking code provided in your email, so that the order does not return to the sender if it is waiting to be picked up for a long period.
NOTE: Please make sure that the registered delivery address is correct.
My tracking code shows that my product was posted in Sweden or Hong Kong, why?
Your code shows this information because your order was shipped directly from our international supplier from one of these 2 warehouses.
I typed the wrong address, what do I do?
We cannot make any corrections after the order has been dispatched. Most orders are shipped the next day. Please email us on the day you placed your order so we can update your address before it is shipped.
Our store is not responsible for incorrectly or incompletely filled-out destination addresses for orders placed in the store. In the event of an incorrect or incomplete address, according to the Postal Service's regulations, no further delivery attempts will be made to that address, and it is the customer's responsibility to attempt to recover the package(s) from the Postal Service.
The tracking shows it as delivered, but I haven't received it. What should I do?
Please ask the residents of your house; it's possible they accepted the delivery and you're not yet aware of it.
Check your mailbox; if you live in a condominium, it might be there as well.
If there is a doorman, check with the doorman.
You can also contact your local post office. Sometimes the tracking code shows delivery while the order is still at the local post office, or the delivery may have been delayed and will be delivered the next day.
Please also check your mailbox for any notifications from the carrier. If there was an unsuccessful delivery attempt, they will leave a notification to inform you of the incident and provide instructions on the order delivery. We can only issue a refund if the order is lost in transit, meaning if your order has no tracking updates after 60 days from the shipping date. Delivered orders are not refunded.
What if I don't receive my order after all this?
In very rare occasions, orders may be lost. Because it is difficult to confirm a loss, after 45 business days all undelivered orders are considered lost, and a new shipment will be sent or the paid amount will be refunded.
Can I cancel my order after it has been shipped?
No, it's not possible to cancel shipments. Therefore, if you wish to cancel your order, you must wait for delivery and return it according to our exchange and return policy. Once this procedure is completed, the funds will be refunded.