FREQUENTLY ASKED QUESTIONS

🌟 WELCOME TO LUFE SHOP! 🌟

PAYMENTS

  • How quickly is the payment cleared?

Card payments are usually cleared within the same hour, but can take up to 2 working days. Payments via boleto or lottery offices are cleared within 3 working days.

Note: All delivery times are counted from payment confirmation.

 

  • How soon will I receive my tracking code?

The tracking code is sent to the e-mail address provided when registering the purchase within 7 working days.


  • I can't see information on my tracking code?

In some cases, it can take up to 5 working days for the information to be updated in the tracking code. Just wait this period for the information to appear.

 

DEADLINES

  • How soon will I receive my order?

All the products in our store are shipped directly from suppliers in Switzerland, the USA and Asia to the address you entered when you made your purchase. Delivery takes between 5 and 25 working days, depending on the location, and shipping takes up to 7 working days after payment confirmation. Orders via boleto bancário take 1 to 3 days to be confirmed. We offer a tracking code to monitor delivery.

Please note: Delivery times may be extended due to delays, strikes or high demand. One Descontos guarantees delivery and refunds the full amount for lost products. All shipments are insured against loss and free tracking guarantees delivery.

1.2 Insured shipment: If the product is not delivered within 60 working days, the amount will be 100% refunded. You may receive products in separate packages, which is normal.

1.3 Order tracking: The products will be sent by the Post Office or another carrier, and you will receive a Tracking Code to follow the delivery. This code will be sent by e-mail 3 to 9 working days after payment confirmation and may take 5 to 10 days to update on the Post Office website.

  • How long does it take for my order to be dispatched and for the tracking code to be sent?

We have a deadline of 7 working days after payment to send you your tracking code by e-mail. With it, you can track your order on tools such as 17Track, Muambator and the Post Office website.



  • How soon does the information start appearing in the tracking system?

It can take between 5 and 10 working days after shipment for the information to appear in the system. If you have already received the tracking code and there are no updates, don't worry; the carrier will update it shortly.


TRACKING

  • How do I track my order?

We have a deadline of 7 working days after payment to send you your tracking code. After receiving it by email, you can track your order on tools such as 17Track, Muambator and the Post Office website. You can also track it directly on our website using the order number or the purchase email, by accessing the link sent by email or WhatsApp.



  • I've already received my tracking code but I'm having trouble tracking my order.

Remember that it can take between 5 and 10 working days after shipment for the information to start appearing in the system. If you have already received your tracking code and there are still no updates, don't worry.


CHANGING ORDERS

  • I placed an order with the wrong/incomplete address.

Please contact us as soon as possible.

 

1. Order Address Care

The store will send the products to the address requested by the customer. To avoid delivery problems, please fill in the address carefully.



2. Absent recipient

Make sure someone will be at the address to receive the products. The Post Office makes three delivery attempts. If no one is there, the package will be taken to the nearest post office, where it must be picked up within 7 calendar days. If it is not picked up, the package will be returned to the sender and a new shipment will be required. All details of delivery attempts and the address of the agency are available in the order tracking, which can be followed on the Post Office website with the tracking code provided.



3. Incorrect or Incomplete Address

One Descontos is not responsible for incorrect or incomplete addresses. If this occurs, the package will be returned to the sender and no further delivery attempts will be made. In the event of a discrepancy in the address, the customer will not be entitled to a refund and will have to pay a new freight charge, corresponding to 25% of the order total, to resend the product.

 



  • I would like to change the model/color of a product in my order.

To ensure shorter delivery times, all orders begin automatic processing after payment confirmation, so it is not possible to change model or color after purchase. However, you can exchange or cancel your order due to dissatisfaction within 7 days of receiving it by following our returns guidelines and contacting us as soon as you have the product in hand.



CANCELLATIONS

 

I would like to cancel an order that I have not yet received.
As soon as payment is confirmed, we begin processing the order, making it impossible to cancel before receiving it. However, you can exchange or cancel your order due to dissatisfaction within 7 days of receiving it by following our returns guidelines and contacting us as soon as you have the product in hand.



  • I would like to cancel/exchange/receive a refund on an order I have already received.

We have an exchange policy for dissatisfaction of 7 days from receipt of the product and 30 days in the case of defective products. In such cases, please follow the guidelines in our return policies, contact us and send the product back to receive a new one or a refund.

 

Any questions?

Contact us using the methods below:

- Click here to contact us
- E-mail: contact@lufeshop.com