Frequently Asked Questions

1 – I received my order, but the size didn’t fit. What should I do?

Our exchange process is very simple. You just need to check if your reason for exchange meets the following requirements:

– Request the exchange within 7 calendar days from the date you received the item;
– The product must be in its original purchase condition: not used, washed, or ironed;
– It must be in its original packaging;
– The product must not show any damage due to use.

If your request meets the above conditions, simply send us an email with the subject "EXCHANGE REQUEST" and include your order number and the required details. We’ll provide you with all the instructions to complete the exchange.

2 – I received the product, found a defect, and want to exchange it.

We always aim for total customer satisfaction. If you received a product that fits the conditions mentioned above, send us an email to proceed with the exchange. Please make sure the item meets the requirements listed in question “01”. If it does, you will be eligible for an exchange.

3 – Do I have to pay to make an exchange?

It depends. This varies depending on what happened during the delivery process of your order. We assess each case individually to resolve the issue in the best way possible. Therefore, exchanges may or may not involve costs. If the product is defective, we will cover all return shipping costs. However, if the exchange is due to dissatisfaction, such as the color or size, the shipping cost will be the customer's responsibility.

4 – I requested an exchange and want to know how long it will take to receive my new product.

As soon as we receive your returned item, we will begin a new shipping process. Therefore, the standard delivery time of 7 business days will apply again. You will also receive a new tracking code to follow your order via the Correios website.

5 – I received the product but missed the exchange deadline. Can I still exchange it?

Unfortunately, no. As the exchange deadline is clearly stated, we are unable to process exchanges once that period has passed. After fourteen days from the receipt date, your purchase is no longer available in our system. That’s why we recommend checking the product as soon as you receive it to ensure the possibility of an exchange if needed.

6 – I wasn’t satisfied with my purchase but found another product on the website that I really like. Can I exchange it for that one?

Yes, you can. If your order meets the conditions listed in item “01,” just email our Customer Service Center to request the exchange. In your request, include the link to the product you want, along with the color and size. If the new product costs more than your original purchase, we will send you a payment request through Mercado Pago. If it costs less, we will refund the difference through the same platform.
IMPORTANT: For this type of exchange, the shipping cost to return the product to our distribution center will be the customer's responsibility. We only cover shipping costs for exchanges due to defects or damages.

7 – I want to request an exchange but I’ve moved. Can I update the address to receive the new item?

Yes, you can. Just make sure to inform us of your new address when you request the exchange. That way, we can update your information accordingly.