Shipping & Returns
Shipping Policy
We work with international suppliers from the United States, Europe, and Asia to always guarantee the best price and the best quality!
Our suppliers will ship your product directly from the factory to you.
The delivery time will be between 10 and 25 business days.
We take care to choose suppliers who, in addition to price and quality, also speed up shipping times.
After the stipulated period, we recommend that you contact us so we can check with our suppliers.
If we confirm that there is a problem with the logistics of your order, we will issue a FULL refund for your purchase immediately after these verification steps.
The tracking code for your purchase will be sent by email within 5 to 10 business days after your order is confirmed.
If your order was placed using the Bank Slip option, the time between payment and bank clearance can take up to 5 business days.
Return & Exchange Policy
Our product exchange policy aims to provide customers with complete peace of mind regarding the products purchased from our store. All our products are guaranteed against manufacturing defects. We also exchange products that differ from those ordered by the customer. If you receive a product from us with a manufacturing defect or that is different from what you ordered, follow these steps to make an exchange:
If more than 7 business days have passed and the product has a defect or flaw, contact us with your CPF, order number, the product to be returned, and the defect. As soon as we receive your email, we will send your request to our quality department for verification. Authorization from this department will be required for a possible exchange to be made. Once the analysis has been carried out, we will contact you with our opinion and whether an exchange will be necessary. The deadline for requesting an exchange for this reason is 90 days after receipt of the product. Please note that we will not make exchanges or refunds after this period. Your complaint will be reviewed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:
Receive a refund for the amount paid.
Receive a new product identical to the one ordered.
Receive a product of similar value.
Receive a coupon for the value of the product to use on future purchases.
According to the CDC (Consumer Protection Code), requests for cancellation of online purchases must be made within 7 calendar days after the date of receipt.
For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card operator, and the deadline for the balance to be returned to your credit card is up to 120 days, depending on the card operator and the closing date of your bill.
If a refund is necessary, it will be made to a checking account within a maximum of 10 business days after quality analysis and can only be made to an account with the same CPF (Individual Taxpayer ID) that was used on our website.
In the case of products returned without prior notice, after the deadline, with missing or incorrect items, without the label or invoice, they will be sent back to the customers.
The same applies to exchanges rejected after analysis of the products by our quality department. They will be returned to customers by Sedex collect and the shipping costs for this return must be paid by the customer.
Please note: Imports Moments is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products; this expense is the responsibility of the customer.