Frequently Asked Questions

1 – I've bought things from many websites and haven't received my purchases. Can I trust that I'll receive them?

Seletoshop has a team of professionals specializing in online sales, with over 7 years of experience in this field. This experience makes us always value honesty, commitment, and respect for our customers. Therefore, we make all information clear in the simplest and most accessible way, and our customer service team is always ready to assist you before, during, and after your purchase. We are committed to transparency with you regarding all information on our website.

2 - Can I track my purchase?

Sure! Seletoshop sends the tracking code to the email address registered in our system as soon as the product is shipped. This code is all you need to track your order and all package movements from shipment to delivery.

3 – My purchase has been stuck in customs for several days without any movement. What should I do?

Don't worry. There's a standard procedure by the Brazilian Federal Revenue Service when a product enters Brazil, which consists of checking all packages. Everything is in accordance with the law. Right after the inspection, it's released and goes to the Correios (Brazilian postal service) distribution center. If it's not taxed because it's an international purchase, we're only left with the Correios delivery timeframe.

4 – My purchase was taxed. What should I do?

In this case, the post office will send a letter to your home informing you of the amount to be charged and where to pick it up. If you do not agree with the amount, please contact us at contato@seletoshop.online

5 – I ended up moving and I won't be able to receive the product at the address I registered. What now?

We understand this can happen and we're here to reassure you. To receive your purchase, the new resident will need to receive it on your behalf. In this case, unlike the case of an absent recipient, where the purchase goes through three delivery attempts by the postal service, if the postman is informed that the recipient has moved, the purchase will be returned to the sender. Therefore, we ask that you track the progress of your purchase using your tracking code. If the purchase is returned to the sender due to the recipient's change of address, a new product will only be sent upon a new order and new payment.

6 – When tracking my order, I saw that it says the package was not located in the postal service's system. What does this mean?

This may cause a delay in the delivery time. Orders with this information indicated mean that the post office could not find the package registered with your tracking code. It may take a few days for your package to be found. This could result in a delay in the package being received by the post office and, consequently, in delivery to the customer.

7 - Can I change my delivery address?

Yes, you can ! 🙂 But since we prioritize fast delivery times, this change must be made immediately after payment approval, during the order processing stage. We have a short timeframe for this to be done in order to guarantee fast delivery. If you need to change the address, please contact us as soon as possible.

8 - How long will it take for my purchases to arrive?

Rest assured, our estimated delivery time is 20 to 45 business days, although in rare cases it may extend to 90 business days. We remind you that all purchases are insured for delivery or a refund. To guarantee the right to a refund or reshipment, the customer must contact us within 90 business days of purchase. After this period, only claims for purchases with an active tracking code on the postal service website will be accepted.

They'll be here soon =) You're already excited for the new look, right?!

9 – I bought more than one product in the same order but only received part of them. Is this normal? Will the other products be delivered?

This can happen, but don't worry. This type of situation occurs when the products you choose are from different suppliers. If this happens, you will receive two different tracking codes so you can track your orders. Since they are two different packages, there will be two separate customs checks, which may result in different delivery times.

EXCHANGES

1 - I received my purchases but I need to exchange the size. How do I do that?

Making the exchange is very easy, and you just need to check if it meets the requirements below to be enabled:

The exchange request must be made within 7 days of receiving the product;

The product must not have been used, washed, or ironed.

It must be in its original packaging;

The product must not be damaged due to misuse.

Done! If your order meets all these requirements, simply click here, then at the bottom of the page click the "MAKE AN EXCHANGE" button and provide the requested information; we'll then give you all the instructions to complete the exchange.

2 - You received the product, didn't like the quality, or found some damage and want to exchange it?

Seletoshop works to ensure you are satisfied with your purchase. So, if you received a product with any of the conditions mentioned above, please send us an email and we will process the exchange. Just check if it meets all the requirements stated in question 1. If it does, we'll let you know if it's ready for exchange.

3 – Do I need to pay to make the exchange?

It depends. This can vary depending on what happened during the delivery process of your order. We evaluate cases individually so that we can resolve the exchange in the best way possible. Therefore, exchanges may or may not have costs. If the received product is damaged, the return will be entirely at the expense of Seletoshop. In situations where the exchange is due to dissatisfaction, such as the color of the item, this cost will be passed on to the customer.

4 – I placed an exchange order and would like to know how long it will take to receive my new product.

Once our team receives the return, the estimated delivery time for your new product is 15 to 30 business days after shipment. The shipping process is essentially restarted. Remember that a new tracking code will be generated so you can track the delivery on the postal service website.

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

Oh dear ): As we state the deadlines on the website, after the 7 days stipulated, unfortunately the order is no longer enabled in our system for the exchange procedure to be carried out. Therefore, we advise that the item be checked upon receipt, so that the exchange deadline is not missed, should you need to make an exchange.

6 – I wasn't very happy with my purchase, but I saw another product on the website that I loved. Can I exchange it for another product?

Another advantage of buying from Seletoshop is that you can! 😀 If your purchase meets the exchange requirements mentioned in question 1, simply send us an email with your exchange request, including the product link, color, and size in the body of the email. If the new product has a different price, we can refund the difference or send a payment request via Mercado Pago (:). Please remember that to complete this procedure, you need to send the first product you received back to our Distribution Center in China.

7 – I want to request an exchange but I've changed my address. Can I change it to receive the exchange at my new address?

Sure 😀 But pay attention! You need to inform us of this change when you request the exchange. That way we can update your address in your registration with your new information.

RETURNS

1 – Product returns. How does it work?

We regret that you were not satisfied with your purchase. Please note that, as this is an international purchase, we do not offer free returns in case of product dissatisfaction. Our purchase guarantee only covers manufacturing defects or errors between the order placed and the product shipped.

We explain the differences.

If you made a purchase with us and the product you received is damaged or simply doesn't work, we guarantee that you will have the option of a refund or reshipment of the product you originally ordered.

If the product arrives and you are not satisfied and wish to exchange it for any reason not previously mentioned, such as the color of the item, the consumer will have to bear the costs of returning the purchase to our Distribution Center.

2 - Are there any other situations eligible for reimbursement?

The other case in which Seletoshop guarantees that you will have the right to request a refund is: if the 90 business day delivery period has passed, and the refund request is made within 90 business days of the purchase date. After this period, only claims for purchases with a functional tracking code on the postal service website will be accepted.

3 – My product is damaged and I want to return it and get a refund. How do I proceed?

If this is your situation, please contact our Customer Service department at contato@seletoshop.online, informing us of the situation. We handle all requests individually and will address your case as soon as possible. Please remember that there are some conditions for your purchase to be returned:

– Request the return within 7 calendar days of receiving the item;

– The product must be in its original condition as purchased: it must not have been used, washed, or ironed;

It must be in its original packaging;

The product must not show any damage resulting from use.

If your product meets these requirements, please contact us so we can resolve this situation.

4 – I received the refund on my card, but the installments are still being charged on my bill. Why am I still paying these installments?

Is this the procedure used by credit card companies?! It's a little confusing, but we'll explain it to you.

A refund is an electronic procedure that simply restores the credit used for the purchase, returning it to your card. This restoration refers to the total value of the purchase, appearing only once on your card. However, if your purchase was made in installments, these installments will continue to appear on your statement as normal, but the total amount will have already been fully refunded by Seletoshop.

5 – I made a purchase, paid with a bank slip, but I still haven't received my refund. What happened?

I think we understand your problem! When a purchase is made using a bank slip payment, Mercado Pago sends a form to the email address registered during the purchase so you can fill in the required information and receive the refund. Check your inbox and spam folder, as you may have received the form there. If you haven't found this email, simply send an email to contato@seletoshop.online and Mercado Pago will proceed with your refund.

6 – I just made a purchase, but I changed my mind. How do I request a cancellation?

Sure! We're sorry to hear about your cancellation request, but we can process it without any problem. To do this, you need to send us an email requesting cancellation before your purchase is processed. To cancel, please send us an email within 24 hours of making your purchase. After this period, your purchase is processed and the possibility of cancellation is practically nil.

SUPPORT

1 - How do I buy from the website? Do I need to register?

The great thing is that buying from Seletoshop is very easy, but you don't need to register! You register at the same time as you make your purchase. When choosing products, you will be directed, on the same payment screen, to register. Want to do it now? It only takes 3 minutes (quick, right?!). We'll help you! Just follow the steps below:

– At the time of purchase, fill in the requested information and click the register button. Done! // Now you can enjoy all the products under super special and exclusive conditions that you will only find at Seletoshop . Remember to keep your login and password safe so you can place an order or access your account and view the delivery information for your purchases whenever you want.

2 – I made a purchase on the website, paid for it, but haven't received payment confirmation. What should I do?

This can happen if the purchase was made using a bank slip (boleto bancário) for payment. If the payment was made on the due date of the slip, as payment confirmation can take up to 72 hours, this problem may occur. Don't worry, it's easy for us to solve =) Just send us an email informing us of this problem and attach the bank slip payment receipt to the email, and that's it! We will forward it to our payment processor who will confirm the purchase, and then we will start the process of shipping your product. o/

3 – I forgot my password. How do I access my account?

It's a bit annoying, but it's not serious. This has happened to us a lot too, so we already know how to help you! Do you know the link to access your account? (It's in point 1). Do this: Fill in the field with your email and below the field to enter your password, the question "FORGOT YOUR PASSWORD?" will appear in red. Click on this question and you will be directed to the password recovery screen. On this new page, just confirm your email, the one you registered with, and we will send you a link to create a new password.

If you're still having trouble accessing your account, send us an email; we're always available to help!