Frequently Asked Questions - FAQ
DEADLINES AND TRACKING
What is the estimated time for us to ship your order and send the tracking code?
After payment confirmation, we have a period of up to 5 business days to send the tracking code to your email. Once you receive the code, you can access our tracking page to monitor your delivery.
When does tracking information start appearing?
It usually takes up to 5 business days after your item is shipped for your tracking information to be updated in the system. If you have already received your tracking code and there are no updates, rest assured, the carrier will update you shortly.
What is the delivery time for my order?
Delivery usually takes 7-10 business days on average after the product is posted, depending on your location. Shipping is made within 5 business days after payment confirmation in our system.
Attention: In certain cases, this delivery period may extend by a few more business days, due to delays, strikes, recesses, periods of high demand for postal services, or other situations beyond the store's control.
ORDER CHANGE
If you notice that the address on your order is incorrect or incomplete, please contact us as soon as possible so that we can make the necessary changes. However, if your order has already been released for shipping, we regret to inform you that it will not be possible to change any information.
Care with Addressing Orders
It is important that you fill in the delivery address correctly during the purchase process to avoid problems with the delivery of your order.
Recipient Absent
Please ensure that there will be someone available at the address to receive your products. The courier service will make up to three delivery attempts. If there is no one to receive the package during these attempts, the package will be taken to the nearest post office. In this case, the recipient must collect the package from the post office within 5 calendar days. If the package is not collected, it will be returned to the sender. You will need to pay a new shipping fee to have the product sent again.
All details regarding delivery attempts, as well as the address of the post office to collect the package in case of absence at the address, will be recorded in the order tracking. You can check this information on the post office website using the tracking code provided by our store.
LOJA VERSALHES assumes no responsibility for addresses filled in incorrectly or incompletely in orders placed in our store. If the address is incorrect or incomplete, in accordance with postal regulations, the package will be returned to the sender, without additional delivery attempts to the same address.
If delivery is not made due to a discrepancy in the address provided by the customer, the customer is not entitled to a refund. It will be necessary to pay a new shipping fee, in the amount of 25% of the total order (shipping cost + postage fee), for the product to be resent.
I would like to cancel an order that I have not yet received.
As soon as payment for your order is confirmed, we automatically begin processing it, so it is not possible to cancel an order without having received it.
But don't worry, you can exchange your order or cancel it due to dissatisfaction within 7 days of receiving it. Just remember to follow the guidelines outlined in our return policy and contact us as soon as you have the product in hand.
I would like to cancel/exchange/receive a refund for an order I have already received.
We have an exchange policy for dissatisfaction or if you have any problems with the product, within 7 days from receipt of the product. If you are not satisfied with your product, simply follow all the guidelines in our return policy, contact us and send the product back to us to receive a new one or a refund.
Send an email to : lojaversallês@gmail.com