To better assist you, here are answers to the most common questions from our customers:

🛡️ 1. How do we protect our customers?

We protect your information from the moment it leaves your computer, smartphone, or tablet until it reaches our server.
This is possible through data encryption (TLS), which ensures the highest standards of online security.
Rest assured — your personal and financial data remain completely safe.

🛍️ 2. Can I trust that I’ll receive my order?

Yes! Criativaqui® has a team of professionals specialized in online sales.
We value honesty, commitment, and respect for our customers.
All information on our website is clear and accessible, and our support team is always available — before, during, and after your purchase.
We guarantee transparency and customer satisfaction in every transaction.

💳 3. How does Mercado Pago protect my payment?

Mercado Pago is our secure payment gateway.
It safely holds your money until your product arrives.
If your item arrives damaged, defective, or doesn’t arrive at all, we guarantee a 100% refund.

📦 4. How can I track my order?

Once your payment is confirmed and your order is shipped, a tracking code will be sent to your email.
Use this code to track your delivery from dispatch to arrival.
👉 [Track My Order]

⏱️ 5. What is the delivery time?

Delivery time varies depending on your region and is shown at checkout after entering your ZIP code.
On average, deliveries across Brazil take 7 to 30 business days, depending on local postal service efficiency and seasonal demand.

🌍 6. Where do the products come from?

Our products are shipped directly from trusted suppliers in Brazil, the United States, Asia, and Europe.
We work with primary manufacturers, ensuring innovative, exclusive products at the best prices — without middlemen.

🚚 7. What if my delivery is delayed?

Don’t worry. We track all orders daily.
If your package is delayed or doesn’t arrive within 60 business days after shipping, we will issue a full refund.

🧾 8. My package is stuck at customs. What should I do?

This is a standard verification process by the Brazilian Federal Revenue Service.
Once cleared, your package will be sent to the postal distribution center for delivery.

💰 9. My order was taxed by customs. What now?

This is rare, but if it happens, Correios will send you a letter with the tax amount.
Contact us at support@criativaqui.com, and we’ll cover all fees so your order can be released quickly.

🏠 10. I moved after ordering. What happens?

If you moved, please ask the new resident to receive the package for you.
If the mail carrier is informed that you no longer live there, the order will be returned to the sender.
In that case, a new order and payment will be required.

🔍 11. My tracking says “package not found.” What does it mean?

This rarely happens. It means Correios haven’t yet located your package in their system.
It should appear within a few days, but it may cause a small delay in delivery.

✏️ 12. Can I change my delivery address?

Yes! But changes must be made immediately after payment is confirmed, before the order is shipped.
Contact us as soon as possible to update your address.

📦 13. I ordered multiple products, but only received one. Is that normal?

Yes. If your items come from different suppliers, they’ll be shipped separately.
You’ll receive multiple tracking codes, each with its own delivery time.

🔄 Exchanges & Returns

👕 1. I need to exchange a size. How do I do that?

Exchanges are simple! Just make sure:

The request is made within 7 days of receiving the product
The item has not been used, washed, or ironed
It’s in its original packaging
It shows no damage or wear

If all conditions are met, email support@criativaqui.com and our team will assist you.

⚠️ 2. I didn’t like the quality or found a defect. What now?

If you received a defective or unsatisfactory product, send us an email.
As long as the product meets the same conditions above, we’ll exchange it quickly and free of charge.

💸 3. Do I have to pay for the exchange?

It depends.
If the product arrived damaged or defective, Criativaqui® covers all costs.
Other cases are handled individually to ensure the best solution.

⏳ 4. How long until I receive the replacement?

Once we receive the returned product, the new item will arrive in 15–30 business days.
A new tracking code will be sent to your email.

🚫 5. I missed the 7-day exchange deadline. Can I still exchange?

Unfortunately, no.
After 7 days, the order is no longer eligible for return or exchange.
Please check your item as soon as it arrives.

🔄 6. Can I exchange my product for another one?

Yes! If it’s within 7 days and meets the conditions above, just email us with:

The link to the new product
Color and size
If there’s a price difference, we’ll refund or charge the balance.

🏡 7. I moved. Can I receive my exchange at a new address?

Yes! Just inform us when requesting the exchange, so we can update your delivery address.

💳 8. My product arrived damaged and I want a refund. How do I proceed?

Email us at support@criativaqui.com explaining the situation.
Refunds are possible if:

The request is made within 7 days
The item is unused, unwashed, and in original packaging
It shows no damage or marks of use

If all conditions are met, we’ll handle your refund promptly.

💵 9. I got a refund, but my card still shows installments. Why?

Credit card companies process refunds differently.
You’ll see the full refund appear once, but the installments will still appear on your statement.
They cancel each other out, so you won’t pay twice.

❌ 10. I just bought something but want to cancel. How?

We can cancel your order within 24 hours after payment confirmation, before it ships.
After that, you’ll need to wait for delivery and then request a return (within 7 days, free of charge).

🛒 Shopping & Orders

🧾 1. Do I need to create an account to buy?

No! Your account is automatically created when you make your first purchase.

💬 2. I paid but didn’t receive payment confirmation. What should I do?

If you paid via bank slip (boleto), it may take up to 72 hours to confirm.
Once confirmed, you’ll receive an email.

🔍 3. I forgot my order number and email. How can I recover it?

No problem.
Email support@criativaqui.com with your full name and CPF, and our team will send your order details.

FREQUENTLY ASKED QUESTIONS