The premier destination for premium products

FAQ

How do I make a purchase?

Once you have selected your items simply choose the size and quantity then click add to basket. You can either enter the checkout following the prompt or click on the basket icon in the top right of your screen. If you encounter any problems please contact our customer service team at –

alanaruasconcept@gmail.com
or by telephone +55 (21) 979130888

Mon -“ Fri 10am to“ 6pm.

How do I contact customer care?

If you have any questions or run into any technical problems whilst browsing Instinto Devestir store please contact our customer services team –

alanaruasconcept@gmail.com
or by telephone +55 (21) 979130888

Mon – Fri 10am to“ 6pm.

Can I Order by telephone?

Unfortunately we are unable to take payment by phone or email.

How will I know if you have received my order?

You will receive an order confirmation email directly after placing an order on the website. This is not confirmation that we have accepted your order,“ for more information on this topic please refer to our Terms and Conditions.

If you have not received a confirmation email please contact our customer service team team –

alanaruasconcept@gmail.com
or by telephone +55 (21) 979130888
Mon – Fri 10am to“ 6pm.

How much does shipping cost?

The shipping calculator will automatically work out the cost of your order once you have chosen a shipping destination in the basket section. Shipping costs will vary depending on the weight of each item placed in your basket and shipping destinations.

* Orders must be placed before 1pm to guarantee next day delivery.

Will my item require a signature on receipt of delivery?

Yes, all items will require a signature on receipt of delivery, so it is important to make sure there will be somebody present at the delivery address in order to receive the item.

Do you deduct VAT for foreign countries?

VAT is not charged on orders from customers outside of Brazil.

This will automatically be deducted from your order total during the checkout stage.

Do you ship to PO BOX adresses?

Yes, please be aware that PO BOX addresses often cause complications with online fraud prevention checks and may slow up your order process.

What currency will I be charged in?

All orders are purchased in Dollars ($). The amount on your card statement will be the equivalent amount in your local currency based on the rate applied by your credit card company when your account is debited. Please note that rate used by your bank or credit card company may not be the exact rate as stated at time of purchase.

I am having difficulty placing an order?

If you are experiencing any problems during checkout please check the following :“

  • The information I have entered is spelt correctly and doesn’t include any foreign keys.
  • My email address has been entered and spelt correctly.
  • My credit/debit card is still valid with sufficient funds to cover the cost of the order.
  • You are using the latest browser software compatible with our website.
  • Your billing address matches the address registered to your credit/debit card.

If any problems persist please contact our customer service team –

alanaruasconcept@gmail.com
or by telephone +55 (21) 979130888
Mon – Fri 10am to“ 6pm.

Can I change my order once placed?

Once your order has been confirmed, it’s not possible for you, or us, to change it prior to dispatch. Please contact us if you have placed an order incorrectly and we will cancel the order, allowing you to re-order the correct items.

Do I have to pay customs and import charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import duties vary widely from country to country.

We recommend contacting your local customs office for current charges before you place an order.

Please be aware that your parcel can be also delayed by customs and subsequent charges can be applied. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.

When will I know my order has been shipped?

As soon as you have received your ‘Dispatch Confirmation’ email from us with your …. or …. tracking number, you will know it has left our warehouse on this date.

Please note, all shipments are collected around 6pm Brazil time, so the tracking number will not show any movement before this time (6pm Brazil time) as the orders would not have been scanned out of our warehouse and into first location on route to you.

Can I track my order?

All orders are shipped using UPS, you will receive an automated … tracking number by email. These can, on occasion, get accidentally filtered to spam boxes.

What if my order is not correct?

In the rare occurrence of an error happening we will do our upmost to rectify it as quickly and conveniently as possible. To help us process your query accurately please include your order number.

Contact our customer services team –

alanaruasconcept@gmail.com
or by telephone +55 (21) 979130888
Mon – Fri 10am to“ 6pm.

How do I return an item or an order?

Please click here to read our full Shipping and Returns.