1 – I have already purchased from many websites and have not received them. Can I trust that I will receive my purchases?
Amalii has a team of professionals specialized in online sales, with over 10 years of experience in this field. This experience makes us always value honesty, commitment and respect for our customers. That is why we make all information clear in a simple and accessible way, and we always have our customer service team ready to assist you before, during and after the purchase. We are committed to transparency regarding any and all information present on our website.
2 – Can I track the status of my purchase?
Of course! Our team will send you the tracking code to your email registered in our system as soon as the product is shipped. This code is all you need to track your order and all the movements of the package from shipping to delivery.
3 – I ended up moving and I won’t be able to receive the product at the address I registered. What now?
We understand that this may happen and we are here to reassure you. In order to receive your purchase, the new resident must receive it for you. In this case, unlike the case of an absent recipient, where the purchase will be delivered three times by the Post Office, 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 having moved, a new product will only be sent upon a new order and new payment.
4 – When tracking my order, I saw that it is informing me that the package was not located in the postal flow
. What does this mean?
This may result in a delay in the delivery time. Orders with this information marked indicate that the post office was unable to find the package that was registered with your tracking code. It may take a few days for your package to be found. This may result in a delay in the receipt of the package by the post office and, respectively, in its delivery to the customer.
5 – Can I change my delivery address?
Yes, you can, but as we value fast delivery times, this change must be made immediately after payment approval for the purchase, during the order separation process. We have a short deadline for this to be done in order to ensure speedy delivery. If you need to change your address, please contact us as soon as possible.
6 – How long will it take for my purchases to arrive?
Don’t worry, our estimated delivery time is 7 to 15 days. Remember that all purchases have delivery insurance or your money back.
7 – I purchased more than one product in the same order but only received some of them. Is this normal? Will
the other products be delivered?
It can happen, but don’t worry. This type of situation occurs when different suppliers are used for the products you have chosen. If this happens, two different tracking codes will be sent to you so that you can track your orders.
EXCHANGES
1 – I received my purchases but I need to exchange the size. How do I do this?
Making the exchange is very easy and you just need to see if it meets the requirements below to be enabled:
– The exchange request must be made within 7 days after receiving the product;
– The product must not have been used, washed or ironed;
– It must be in its original packaging;
– The product cannot be damaged due to misuse.
Done! If your order meets all these requirements, simply contact us through our communication portals.
2 – Did you receive the product, didn’t like the quality or found something damaged and want to exchange it?
Amalii works to ensure that you are satisfied with your purchase from us. So, if you received a product with any of the conditions mentioned above, send us an email and we will exchange it. Just check if it meets all the requirements stated in question 01. If it does, check if it is ready for exchange.
3 – Do I need to pay to make the exchange?
It depends. This may vary depending on what happened during the delivery process of your order. We evaluate each case individually so that we can resolve the exchange in a way that solves the problem in the best possible way. Therefore, exchanges may or may not incur exchange costs. If the product received is damaged, the full cost of this return will be the responsibility of Amalii. In situations where the exchange is due to dissatisfaction with the product, this cost will be passed on to the customer.
4 – I made an exchange request and would like to know how long it will take for me to receive my new product.
Once our team receives the return, it is estimated that you will receive the new product within 7 to 15 days after posting. The shipping process is basically restarted. Remember that a new tracking code will be generated so that you can track the delivery on the post office website.
5 – I received the product but missed the exchange deadline. Can I still make the exchange?
Oh dear ): As we inform the deadlines on the website, after the 7 days provided, unfortunately the order is not enabled in our system, so that the exchange procedure can 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 do so.
RETURNS
1 – Product returns. How does it work?
We are sorry that you were not satisfied with your purchase. Please note that since this is a purchase with shipping, we do not offer free returns in case of dissatisfaction with the product. Our purchase warranty only covers manufacturing defects or if there is a mistake regarding the order placed and the product sent.
We explain the differences
If you made a purchase with us and the product that arrived to you is damaged or simply does not work, we guarantee that you have the possibility of a refund or resending of the product initially ordered.
If the product has arrived and you are not satisfied and wish to exchange it, for some 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 – 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 at [email protected] to inform us of the situation. We respond to all requests individually and will address your case as soon as possible.
Please note that there are some conditions under which your purchase can be returned:
– Request the return within 7 calendar days after the date of receipt of the item;
– The product must be in its original purchase condition: not having been used, washed or ironed;
– It must be in its original packaging;
– The product cannot be damaged due to use.
If your product meets these requirements, please contact us so we can resolve this situation.
3 – 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 bit confusing, but we’ll explain it
to you.
A refund is an electronic procedure that is nothing more than the replacement of the credit that was used in the purchase, returning it to your card. This replacement refers to the total amount of the purchase, being charged to the card only once. However, if your purchase was paid in installments, these installments will continue to appear on the invoice as normal, but the total amount will have already been fully refunded by Amalii.
SUPPORT
1 – How do I purchase on the website? Do I need to register?
The good thing is that buying from Amalii is very easy and you don’t need to register! You register at the same time as you make your purchase. When choosing the products, you will be directed to register on the same payment screen.
2 – I made a purchase on the website, paid but did not receive payment confirmation. What should I do?
This may occur if the purchase was made with a bank slip. 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, this is easy for us to solve =) Just send us an email informing us of this problem and attach the proof of payment of the slip to the email and that’s it! We will forward it to our payment operator who will confirm the purchase and then we will start the process of shipping your product.
