Frequently asked questions
Get the answer to your questions
Where can I get the invoice for my order?
If you made your purchase through your customer account, you can go to the ‘Order History’ menu in your ’Customer Area’ where you will find all the purchases you have made on our online store. You will receive your invoice when you receive your order.
If you have any other question regarding the invoice process please contact us using this form, stating your order number.
I made a mistake with the product and I want to change the order before receiving the item.
If your order is just one item and you have not yet made the payment, please contact us, requesting the cancellation of your order. Once canceled we will send you a confirmation email. Afterwards, you will have to make a new order for the desired article.
If your order has already been delivered to the carrier, we will not be able to cancel it. In this case, you will have to prescribe your order and proceed with an exchange or return process in the detail of your order.
For more information please contact us through the email firstname.lastname@example.org.
What do I do to cancel an order?
If the order has still not been dispatched, then it can be cancelled. In order to do so please contact our Costumer Suport through the email email@example.com.
If the shipping procudure has already started, you will need to act according to our Return Policy. If you are a registered user you can check your order status in the Costumer Area menu, and then Order History option.
I made a mistake with my delivery address, how can I change it?
Please contact us through the form or to the e-mail firstname.lastname@example.org, to check the status of your order and verify the possibility of changing the delivery address.
Will I receive an invoice for my order?
Yes, after we send your order you will have access to your invoice in your customer area in our website.
In your purchase history you will find all the orders that you made on our Online Store. To obtain your invoice please select the order and then choose the option Details.
I have a problem with the delivery of my order. What should I do?
If you have any question or problem regarding your order please contact us stating the question or difficulty that you have, and your order number.
How can I check the status of my order?
You can only check the status of your order if it has been made through your Customer account. To consult, access your "Customer Area".
What Means “In separation”?
It means that your order is being prepared. As soon as the warehouse finish the preparation it will switch to “separated” state.
What Means “separated”?
It means that the order was already prepared. The order is waiting for the transport guide. As soon as receive it will switch to “in Invoice” state.
What Means “in Invoice”?
It means that your order is waiting the invoice. As soon as it receive it will be delivery to the transportation and the state will switch to “ in transit”.
What Means “in Transit”?
It means that your order was delivered to the transportation. You will receive it in the next week day. It could happen that you already receive the order and this state isn´t updated.
What Means “Delivered”?
It means that your order was already delivered. It could happen that your order was not yet delivered and already is on this state. If you access to the option “return/exchange” the system automatically put your order in delivered state.
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