Returns and Exchanges
We want you to feel confident and secure when shopping at Loja da Trama Afetiva. If you need to exchange or return an item, you can count on us to guide you through the process with care, transparency, and respect for your consumer rights.
How to submit a request
All requests must be submitted through our Returns and Exchanges Center:
Visit the Trama Afetiva Returns and Exchanges Center
Please have your order number ready. You can find it in the emails sent after your purchase. Through the Returns and Exchanges Center, you can select the item, provide the reason for your request, and follow the return shipping instructions.
In some cases, we may ask you to provide a photograph to help us review your request. Please do not send the item back before receiving instructions through the Returns and Exchanges Center.
Right to cancel
For purchases made online, you may cancel your purchase and request a return within 7 calendar days of receiving your order, without having to provide a reason.
In this case, the amount paid for the item and the corresponding shipping charges will be refunded, as required under the Brazilian Consumer Protection Code. Return shipping will also be arranged at no cost to you.
Exchanges and returns for other reasons
Requests involving size, color, quality, an incorrect item, or other issues may be submitted within 30 calendar days of receiving your order.
Because our pieces are one of a kind and not mass-produced, an identical replacement may not be available. If a direct replacement is not possible, we will present the available options for your specific case, which may include another item, store credit, or a refund, depending on the circumstances and the options available through the Returns and Exchanges Center.
Defective items
If you identify a defect, please submit your request as soon as possible. Under the Brazilian Consumer Protection Code, claims regarding visible or readily identifiable defects in durable goods may be submitted within 90 days. If the defect could not reasonably have been identified immediately, the applicable period begins on the date it is discovered.
The item will be carefully inspected. If the defect is confirmed, the remedies required by law will be provided, and you will not be charged for return shipping.
Item condition
Until the process is complete, please handle the item with care and, whenever possible, keep its tags and original packaging.
For exchanges or returns that do not involve a defect, shipping error, or the statutory right to cancel, the item must not show signs of extended wear, washing, odors, stains, alterations, or damage occurring after delivery.
Trying on an item to check its size and fit does not affect your right to cancel the purchase, provided that the item is kept in proper condition.
Refunds
When a refund is due, it will be issued through the same payment method used for the original purchase whenever technically possible.
Once we receive and inspect the returned item, we will send you an update. For credit card purchases, the time required for the refund to appear on your statement will depend on the card issuer and your statement closing date. For payments made via Pix, the necessary information may be requested securely during the support process.
When your order arrives
Please inspect the packaging and the item as soon as your order is delivered. If the packaging has been tampered with, the item shows visible damage, or you received a product different from the one ordered, please take photographs and submit a request through the Returns and Exchanges Center as soon as possible.
Need help?
If you have any difficulty accessing the Returns and Exchanges Center, finding your order number, or completing your request, please contact our team. Your order number can be found in your purchase confirmation emails and will help us locate your information more quickly.
Email: [email protected]
WhatsApp: +55 11 3399-2399