Customer Support

📞 Customer Support

Welcome to our Support Center!
Here you will find quick answers to the most common questions about orders, payments, deliveries, exchanges, warranties, and more.

If you don’t find what you’re looking for, our support team will be available to help you.

📦 ORDERS & DELIVERIES

1. How can I track my order?
As soon as your order is shipped, you will receive an email with the tracking number. Simply enter this code on our tracking page to follow the location and status of your delivery in real time.

2. What is the delivery time?
The time frame varies depending on your location and the shipping method chosen at checkout. In general, orders are processed within 2 business days and shipped immediately afterward. The estimated delivery time will be displayed before completing your purchase.

3. Can I change the delivery address after purchase?
Yes, as long as the order has not yet been shipped. Contact our team as soon as possible to request the change.

4. My order is delayed, what should I do?
In case of a delay, check the status on the tracking page. If there is any discrepancy, please contact our support team so we can check with the carrier.

💳 PAYMENTS

5. What payment methods are accepted?
We accept credit cards (Visa, MasterCard, American Express, Elo), PIX, bank slip, and PayPal. For international customers, we offer additional payment options.

6. Is it safe to buy on the website?
Yes! We work with security certificates and anti-fraud systems to ensure the protection of your personal and financial data.

7. Can I pay in installments?
Yes. We offer installment payments in up to 12x with no interest on major credit cards.

🛡️ EXCHANGES, RETURNS & WARRANTY

8. What is the return policy?
You may request a return within 30 days after receiving your order. The product must be in perfect condition, with no signs of use, and in the original packaging. After the return, you can choose between a refund or store credit for a new purchase.

9. Can I exchange a product?
Yes. We accept exchanges for the same product (in a different color/size) or for another item available in our catalog.

10. Do products come with a warranty?
Yes! All products come with a manufacturer’s warranty against manufacturing defects. In addition, we offer a 30-day satisfaction guarantee: if you are not satisfied, you can return or exchange with no hassle.

👤 ACCOUNT & REGISTRATION

11. Do I need to create an account to shop?
It’s not mandatory, but we recommend creating an account to track orders, save addresses, and receive exclusive promotions.

12. I forgot my password, how can I recover it?
Click on “Forgot my password” on the login page and follow the instructions sent to your email.

✉️ SUPPORT & CONTACT

13. How can I contact support?
You can reach us through the following channels:

Email: vattellstore@gmail.com

Online chat on our website

Service hours: Monday to Friday, from 9 am to 6 pm (except holidays).

14. Do you offer international support?
Yes, we provide support in English, Spanish and Portuguese.

🔒 SECURITY & PRIVACY

15. Is my data secure?
Yes. We follow all LGPD (General Data Protection Law) guidelines and use encryption to ensure your information is 100% secure.