Frequently Asked Questions (FAQ)

I have not received my purchase confirmation

Confirmation of your purchase arrives immediately to the contact email you have indicated. Be sure to check your Spam, Junk, or Other inbox as it may end up there. If you cannot be found, just let us know your full name and contact telephone number in any of our service channels, so we can review it together.

Why does the confirmation arrive in the Spam, Junk or Others tray?

Your email security filters out the emails you come into contact with most frequently, and the ones that are completely new tend to go to the reference inboxes. You can add us as a contact to avoid this, or simply check that our emails arrive in your main or Junk folder.

I already received my order number, now what do I do?

Once you have received your order number, you just have to wait for our email with the generation of the tracking number so you can check the status of your order. Please note that the generation is automatic, and when you receive it, the Postal system may not yet be updated, so we ask you to try again within the next 5 business days.

I received my order tracking number, but it appears without information, or appears as nonexistent or lost.

As indicated in the previous point, you received your tracking number, which was generated automatically so it may not be updated on the official platform, so we share indicative search platforms to be able to consult the movement. We recommend starting tracking in the following business days.

By which transport agency are my orders sent?

We send them through the Post Office, if you want to track your order number, you can do so through:

In your first search, information such as “pending deposit”, “pre-registered” or others may appear, do not worry, since it is the same information that appears by default when the order is created. You will be able to find out more information about the delivery and/or estimated delivery time in the following business days.

Why haven't I received my order?

If your order # and tracking # have been confirmed, it means that your order is in progress, and we are respecting the established times. If you still have questions, you can read our shipping section, and others access

If we are outside of the established deadlines, please do not hesitate to let us know your concern with your order # to: