Shipping and Delivery

Customer Conduct

Pretty Fashion has full disposition and commitment to seek the solution to all problems or situations that may occur with purchases, in order to generate greater satisfaction for our customers. All this in a professional way, with all respect and politeness. In this way, we expect our customers to give the same kind of treatment to our employees who work in customer service. We do not tolerate any kind of aggressive, rude or disgusting content with our team.
Behavior that is not considered acceptable and is directed to our service Pretty Fashion team or, which can be framed in the following situations:

Aggressive, threatening, abusive or even pejorative behavior. Other attitudes, such as:

any type of direct or indirect threat in any communication, language that sounds intimidating, verbal or personal abuse, sexist, racist, xenophobic, homophobic, derogatory or rude comments also considered inappropriate. Statements that serve to inflame other customers, profanity or even unfounded allegations will fall into the same group of offenses.

If the customer continues with this behavior even after our team has searched
for a reasonable and correct solution available to the situation in accordance
with the website's rules.

Demands for our team that break the rules established in the company's policies, for example, cases of refunds, delivery times, compensation or the like, who, in the same way, seek a solution that is out of our reach or that come to break with our practices or policies. Change the reason for a complaint or the expected result, whether total or partial, if a clear answer has been presented by our Service.

Uncompensated volume of claims that are not applicable in relation to the purchase amount. This type of behavior may generate formal warnings and notifications about:

"Your message is considered offensive, threatening, abusive and
is considered completely unacceptable".

Customers must refrain from this type of language, threatening or intimidating behavior. If the client insists on this practice, conversations and attempts at resolution will be terminated. Pretty Fashion reserves the right not to accept
any more orders from the customer in the future, without any prior notice, by continuing the reprehensible behavior.

COMMON QUESTIONS

1 - Can I trust that I will receive my purchases?

Pretty Fashion bases is working on ensuring the satisfaction our customers, for this reason it has a team of qualified professionals, operating for 6 years in the online sales market, always striving for commitment, respect and honesty with our customers at all times. We make a point of leaving clear and express all information about the purchase and delivery process of the products.

Transparency is our greatest commitment, that's why we are always ready to clarify any doubts through our call center and willing to do everything to ensure that your order is delivered to your hands, safely and on the time.

2 – Can I follow the delivery process of my purchase?

Yes! As soon as your order leaves our distribution center, we will send you the Tracking Code for your purchase in your e-mail. Just access the post office website and access the "Consultation and Requests" area and then click on
"Object tracking". All information and updates about your delivery will be on this page and are the responsibility of Post Office.

3 – My purchase is stopped in "verification by the Internal
Revenue Service for a few days without moving. Should I worry?

No. Each and every product that arrives in the country must be verified by the Internal Revenue Service. This procedure is standard and provided for by law. Due to the high demand, it may take a few days for your package to go through this process. Right after verification, it will be sent to the Post Office distribution center, so that it can be delivered to you as soon as possible.

4 – Between the day of my order and the arrival of my purchase, I changed my address and I will not be at the address provided for delivery. What should I do?

We understand that this can happen and we are here to help you. To receive the purchase, the new resident must receive the purchase for you or will be returned to the nearest Post Office. You should be pay attention on this situation because after 18 calendar days the Post Office will be returning to the sender. That's why we ask that you follow the progress of the purchase with your tracking code. If the purchase is returned to the sender due to a change of recipient, a new product will only be shipped upon a new order and payment.

5 – I tried to track my order and I saw the package was not located in the postal flow of the post office. What does that mean?

This may result in delayed delivery. This notification indicates that the Post Office has not yet found the package registered with its tracking code among the orders received by them. This process can take a few days. Once found, the package will be sent to the post office closest to you, and then delivered.

6 – Can I change my shipping address?

Yes, but we have a condition. In order to be able to carry out this address change operation, we only have the period for separating the purchase after payment confirmation. It's a short deadline, but that's the only way we can change the address and keep the delivery time scheduled at the time of purchase.

7 – How long does it take for me to receive my purchases?

Our estimate is that you will receive your purchases within 1 to 4 business weeks. This period can be extended up to 12 working weeks, depending on the location and logistics of the Post Office. Remember that the entire process can be accompanied by your Tracking Code.

8 – I bought more than one product in the same order, but I only
received part of them. This is normal? Will other products
be delivered?

It can happen and you don't have to worry. The products can be
from different suppliers and therefore they will have different
tracking codes for each supplier. In this case, deliveries
can be made at different times, as there is the possibility
that the packages are released at different times by customs.