Return & Refund Policy
RETURN POLICY
We hope you love what you order! But if you're not 100% satisfied, we make the returns process super easy.
How long do I have to make the return and do I have to pay for shipping?
If you are not 100% satisfied, you have a maximum of 20 days from the date of receipt to return the items to us. Returns will not be accepted after 20 days from the date of receipt of the package. Please send the products you need to return as soon as possible. If you send the products when the RL or Code is close to expiring, it will affect your refund process.
There are two return methods available. In the first method, you must use the shipping label we provide and then send the package:
1.Prepaid return label（Post Office）
Shipping on your first return is FREE! If you later decide to return more items from the same order, a flat fee of 45BRL will be charged and deducted from your refund.
Note: If you need to return items from multiple orders, please request return labels separately for each order. We recommend waiting to return items until all packages from this order have been received to avoid incurring multiple RL charges for one order.
Observation:
- Please do not send your return to the return address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address we provided.
- Please confirm that there are no products other items in your return package. We will not be responsible for sending other items back to you.
Returning multiple items from different orders in the same return
If you want to return items from different orders, you can also return them together. When the items you return meet the conditions for using one return label, you can select all the items in the COMBINED RETURNS LIST and remember to put all the returned items in one package.
Points to note when returning items:
- When a returned item arrives at our warehouse, we will inspect and/or test it. If we find that it does not meet the return requirements, such as, but not limited to, washed, damaged, unsealed, activated, removal of original attached tags, damage to the hygiene sticker, or any other situation that we deem the product unfit for resale, We will not be able to offer a refund.
- The following items cannot be returned: body care, underwear, bikinis and personal beauty items, care items or items whose use by third parties may pose a risk to health or integrity. Some items may be subject to additional requirements regarding use and condition for return, and may not show signs of deterioration, damage or similar, such as pet products, jewelry and accessories (except scarves, bags and blankets). Beauty and cosmetic products will not be refunded if the hygiene seal has been broken.
- Personalized items or gifts cannot be returned or exchanged. Additionally, order cancellation for personalized items is not available.
When will I receive my refund ?
- For products returned under this return policy, your refund will be processed within 7 days of receiving your return package. Your refund will be sent to your wallet or the account you originally paid with, depending on the refund method you selected.
- We will NOT refund the original and insured shipping fee because they are non-refundable unless we ship the completely wrong order or you do not receive the package.
- During high volume seasons such as Black Friday or Christmas, an additional period of up to 1 week may be required to process your refunds. We apologize for any inconvenience this may cause.
NOTE: If there is a problem with your return, please contact Customer Support within 180 days from the date your order was placed.
