Help Center

🛠️ Help Center

Welcome to our Help Center!
Here you’ll find tutorials, guides, and quick answers to make the most of our services.

If you still have questions, our support team is ready to assist you.

📋 GENERAL INFORMATION

1. What is the Help Center?
It’s a space designed to bring together guides, tutorials, and answers to the most common questions, helping customers solve issues quickly and independently.

2. Does the Help Center replace customer support?
No. It’s a complement. Here you’ll find useful information, but if you need personalized assistance, our support team is available.

🛒 SHOPPING & ACCOUNT

3. How do I create an account?
Click on “Sign Up” at the top of the website and fill in your details. Your account will be ready in just a few seconds.

4. Do I need an account to shop?
It’s not mandatory, but we recommend it. With an account, you can save addresses, track orders, and access exclusive promotions.

5. Can I update my personal information?
Yes. Just go to “My Account” and update your details quickly and securely.

🚚 ORDERS & DELIVERY

6. How can I track my order?
You’ll receive an email with a tracking code as soon as your order is shipped. This code can also be checked on our website under “My Orders.”

7. What do the order statuses mean?

Awaiting payment: payment has not yet been confirmed.

Processing: order is being prepared.

Shipped: order has been handed over to the carrier.

Delivered: order has reached its destination.

8. What should I do if my order doesn’t arrive on time?
Check the tracking information. If you notice any delays, contact our support team so we can follow up with the carrier.

💳 PAYMENTS

9. What payment methods are accepted?
We accept credit cards (Visa, MasterCard, American Express, Elo), PIX, bank slips, and PayPal.

10. Can I pay in installments?
Yes! We offer up to 12 interest-free installments on major credit cards.

11. Is payment secure?
Absolutely. We use security certificates and anti-fraud systems to protect your information.

🔄 RETURNS & EXCHANGES

12. How does the return policy work?
You may request a product exchange within 30 days of receiving it, as long as it’s in perfect condition and in its original packaging.

13. How do I request a refund?
Refunds can be requested through our support channel. Once we receive and validate the returned product, the amount will be refunded according to your original payment method.

14. Can I exchange a gift item?
Yes. Just provide the order details and request the exchange through our Customer Service.

🛡️ WARRANTY

15. Do products come with a warranty?
Yes. All items are covered against manufacturing defects according to the manufacturer’s policy. In addition, we offer a 30-day satisfaction guarantee.

👤 ACCOUNT & SECURITY

16. I forgot my password. What should I do?
Click on “Forgot Password” on the login screen and follow the instructions sent to your email.

17. Is my data protected?
Yes. We comply with the LGPD (General Data Protection Law) and use encryption to keep your information safe.

📞 CONTACT & SUPPORT

18. How can I contact support?

Email: vattellstore@gmail.com

Live chat: available on our website

Support hours: Monday to Friday, 9 AM to 6 PM (except holidays).