FAQ
1. MY ORDERS
Can I track my purchase?
Yes. The most up-to-date information about your Purchase and the delivery status of your Purchase is available in My Orders. Additionally, you will be notified of the progress of your Order via the email provided.
Which company is responsible for delivering my purchase?
Our products are delivered via partner carriers and through the post office.
Can I add another product to the Purchase I made?
No, once the Purchase is completed it cannot be modified. To purchase another product, you must start a new Purchase.
I did not receive all the items from my Purchase. What do I do?
Contact our Customer Service Center by phone (11) 99893-9451 or via email smoothshop@gmail.com
Can I make a purchase on the Website with the CNPJ?
Yeah.
How do I confirm the availability of a product in stock?
On the Website, if a shopping cart is visible at the end of the order, it means that the product is in stock.
Can anyone receive the product I purchased?
Yes, as long as you are of legal age, have an identification document and sign the delivery protocol.
Is there a minimum order value?
No.
Can I change the delivery address?
Yes, but only before completing the Purchase on the Website. Once completed, the Purchase can no longer be modified. If you have any questions, please contact our Customer Service Center by phone (11) 99893-9451 or by email at moothshop@gmail.com
How is shipping calculated for my order?
The shipping cost is calculated automatically, based on the products selected and the Customer's delivery zip code. Information on the shipping cost already calculated for a specific address and specific products appears to the Customer upon completion of the Purchase on the Website.
Can I send part of the Purchase to one address and another part to another?
No. All products purchased in a given Purchase will be delivered together, to the same address. To send products to two different addresses, it will be necessary to make two different Purchases, at different times.
Can I add or exclude products from the shopping cart?
Yes, but only until the Purchase is completed on the Website. To add, just click on the plus sign, and to delete, click on the trash can. To change the quantity of products in the shopping cart, you must enter the quantity (in numbers) you wish to purchase.
Can I resume a shopping cart?
Yes, as long as the indicated products are still available in stock, it will be possible to recover the shopping cart and complete the Purchase.
2. PAYMENT
What payment methods are available?
At the moment, the Site only accepts credit cards issued in Brazil of all brands.
What is the procedure if there is a double payment?
You can contact our Customer Service Center by phone (11)99893-9451 or by email at moothshop@gmail.com. In this contact you can request the cancellation of the duplicate payment. After analysis, Raffaello Presentes will request the card operator to make a refund, if applicable.
What happens if my payment is not approved?
You will be notified within 48 hours and will be required to enter another payment method. Otherwise, the Purchase on the Website will be cancelled.
What is the Purchase Approval Period?
The deadline is up to 48 hours.
Can I change the card after completing the Purchase?
This procedure will not be possible.
What are the payment methods?
All purchases made with a credit card can be paid in up to 6 (six) interest-free installments.
How do I request a duplicate of the DANFE (Electronic Invoice Auxiliary Document)?
Simply contact our Customer Service Center by phone (11) 99893-9451 or by email moothshop @gmail.com
How do I request a duplicate invoice?
Simply contact our Customer Service Center by phone (11) 99893-9451 or by email smoothshop@gmail.com
Can I use my card issued abroad?
No, we only accept credit cards issued in Brazil.
What are the deadlines for returns?
Ei Mooth Shop will request the refund from the card manager within a period of no more than 72 (seventy-two) hours. However, you will have to wait for the refund on the invoice. The refund may be made in up to two invoices, in accordance with the cancellation policy of the credit card manager.
3. PRODUCTS
Is it possible to order a product that is not on sale?
Yes. There are products that are not available for sale on the Website and can be found in our physical stores.
4. Exchange and return
1.0 Modalities
In compliance with consumer protection and defense legislation (Decree No. 7,962/2013, which reinforces the provisions of article 49 of the Consumer Defense Code), Mooth Shop offers 2 (two) options for the exchange or return of products:
(2.0) due to consumer regret;
(3.0) due to product defect (defect).
2.0 Refund due to Customer regret (within the legal period)
If you regret a purchase made on the Website, the Customer may inform Raffaello Presentes, through the Customer Service Center (11) 99893-9451 or by email moothshop@gmail.com and request the return of the product and the cancellation of the order. The Customer will have 7 (seven) calendar days, from the date of receipt of the Product, to communicate his regret. If this period ends on a Saturday, Sunday or public holiday, the Customer may exercise his right of withdrawal until the first business day thereafter. The exercise of the right to regret will be processed as follows:
2.1 - Contacting the Customer Service Center. To exercise their legal right to withdraw, the Customer must contact the Mooth Shop Customer Service Center to request cancellation of the Purchase. It is important that the Customer informs this contact of the order number or the full name of the person who made the purchase, so that we can locate the purchase order.
2.2 Sending the Mooth Shop product. The Customer will have two options to return the product, with the respective purchase invoice, send it to Mooth Shop by post. In this case, simply request a postcode at the Customer Service Center and communicate it to Correos at the time of shipment.
2.3 Product conditions. The item to be returned must be in its original packaging, with no signs of use, accompanied by an invoice, manual and its respective accessories. Therefore, pack the product well for shipping, since any damage to the item, resulting from the transport process, will result in the non-refund of the amount paid. And to request a return, simply send an email to moothshop@gmail.com or contact the Customer Service Center (11) 99893-9451, indicating your order number.
2.4 Refund of amounts paid. If the Product is in good condition, Mooth Shop will notify the Customer that it has accepted the returned Product and will fully refund the amounts paid by the Customer, including the value of the product and shipping costs. If regret occurs in relation to only one of the purchased items or some Products included in an order, the refund will be only for the value of the product, as shipping will only be refunded when the purchase is fully cancelled. The refund of payments made by credit card will be made by refund, which will be requested by Mooth Shop from the administrator of the card used within, at most, 72 (seventy-two) hours after acceptance and validation of the conditions of the product returned. The deadline for making the refund is the sole responsibility of the card administrator and will be carried out in accordance with the rules and conditions of said company.
3.0 - Return or exchange due to product defect (within seven days)
If the Product purchased on the Website is defective or damaged, the Customer may request its return or exchange through the Mooth Shop Customer Service Center. The Customer will have 7 (seven) calendar days, starting from the date of receipt of the product, to report the existence of the defect and request an exchange or return. If this period ends on a Saturday, Sunday or holiday, the Customer may report the existence of the defect until the first business day following. The analysis of the exchange or return request will be processed as follows:
3.1 Contacting the Customer Service Centre. In order to report the existence of the defect. It is important that the Customer informs this contact of the invoice number, the full name of the Product and the defect presented, as well as confirming their personal data.
3.2 Delivery of the Product to Mooth Shop. The Customer will have two options to return the product to Raffaello Decor:
deliver it to the physical store located at Rua Rafael Correa Sampaio, 688 – São Caetano do Sul/SP, with the respective purchase invoice; or
by sending it to Raffaello Decor by mail. In this case, simply request a postal code from the Customer Service Centre and communicate it to Correos at the time of shipment.
3.3 Product conditions. Upon receipt of the Product, Mooth Shop will check its conditions as follows:
The product must be in its original packaging, with all manuals, warranty certificates, spare parts and accessories;
The defect presented must correspond to the description made by the Client;
The product must not show signs of misuse by the Customer.
3.4 Refusal of exchange or return. If the Product does not meet the conditions for exchange or return, Mooth Shop will notify the Consumer to withdraw the Product in question or take charge of the shipping costs for a new delivery of the Product.
3.5 Acceptance of exchange or return. If the Product is in adequate condition, Mooth Shop will notify the Customer of the acceptance and validation of the conditions of the returned product and will allow him to choose:
By sending an identical product, of the same brand, line, model and version, without any additional cost or
Issuance of a Purchase Voucher for the total value of the payment made by the Customer (including the price of the product and shipping) to be used in future purchases in the Mooth Shop physical store or through the Website.
If the Product to be exchanged is not available, the Customer may choose:
For credit for the full amount of payment (including product price and shipping) to use on future purchases;
For immediate exchange for any Product available at Mooth Shop, with compensation in case of price difference;
For the return of the value of the product, under the terms of point 2.4 above
5. CUSTOMER REGISTRATION
How to create an access account?
You can register by clicking here and filling out the Customer registration form. Creating an Access Account will facilitate your navigation on the website, allowing you, for example, to create wish lists and simplifying the Purchase process.
How do I receive offers from Raffaello Presentes?
You can create an Access Account, as indicated in the previous question, or simply enter your email and zip code in a quick registration box.
Can I track my purchase?
Yes. The most up-to-date information about your Purchase and the delivery status of your Purchase is available in My Orders. Additionally, you will be notified of the progress of your Order via the email provided.
Which company is responsible for delivering my purchase?
Our products are delivered via partner carriers and through the post office.
Can I add another product to the Purchase I made?
No, once the Purchase is completed it cannot be modified. To purchase another product, you must start a new Purchase.
I did not receive all the items from my Purchase. What do I do?
Contact our Customer Service Center by phone (11) 99893-9451 or via email smoothshop@gmail.com
Can I make a purchase on the Website with the CNPJ?
Yeah.
How do I confirm the availability of a product in stock?
On the Website, if a shopping cart is visible at the end of the order, it means that the product is in stock.
Can anyone receive the product I purchased?
Yes, as long as you are of legal age, have an identification document and sign the delivery protocol.
Is there a minimum order value?
No.
Can I change the delivery address?
Yes, but only before completing the Purchase on the Website. Once completed, the Purchase can no longer be modified. If you have any questions, please contact our Customer Service Center by phone (11) 99893-9451 or by email at moothshop@gmail.com
How is shipping calculated for my order?
The shipping cost is calculated automatically, based on the products selected and the Customer's delivery zip code. Information on the shipping cost already calculated for a specific address and specific products appears to the Customer upon completion of the Purchase on the Website.
Can I send part of the Purchase to one address and another part to another?
No. All products purchased in a given Purchase will be delivered together, to the same address. To send products to two different addresses, it will be necessary to make two different Purchases, at different times.
Can I add or exclude products from the shopping cart?
Yes, but only until the Purchase is completed on the Website. To add, just click on the plus sign, and to delete, click on the trash can. To change the quantity of products in the shopping cart, you must enter the quantity (in numbers) you wish to purchase.
Can I resume a shopping cart?
Yes, as long as the indicated products are still available in stock, it will be possible to recover the shopping cart and complete the Purchase.
2. PAYMENT
What payment methods are available?
At the moment, the Site only accepts credit cards issued in Brazil of all brands.
What is the procedure if there is a double payment?
You can contact our Customer Service Center by phone (11)99893-9451 or by email at moothshop@gmail.com. In this contact you can request the cancellation of the duplicate payment. After analysis, Raffaello Presentes will request the card operator to make a refund, if applicable.
What happens if my payment is not approved?
You will be notified within 48 hours and will be required to enter another payment method. Otherwise, the Purchase on the Website will be cancelled.
What is the Purchase Approval Period?
The deadline is up to 48 hours.
Can I change the card after completing the Purchase?
This procedure will not be possible.
What are the payment methods?
All purchases made with a credit card can be paid in up to 6 (six) interest-free installments.
How do I request a duplicate of the DANFE (Electronic Invoice Auxiliary Document)?
Simply contact our Customer Service Center by phone (11) 99893-9451 or by email moothshop @gmail.com
How do I request a duplicate invoice?
Simply contact our Customer Service Center by phone (11) 99893-9451 or by email smoothshop@gmail.com
Can I use my card issued abroad?
No, we only accept credit cards issued in Brazil.
What are the deadlines for returns?
Ei Mooth Shop will request the refund from the card manager within a period of no more than 72 (seventy-two) hours. However, you will have to wait for the refund on the invoice. The refund may be made in up to two invoices, in accordance with the cancellation policy of the credit card manager.
3. PRODUCTS
Is it possible to order a product that is not on sale?
Yes. There are products that are not available for sale on the Website and can be found in our physical stores.
4. Exchange and return
1.0 Modalities
In compliance with consumer protection and defense legislation (Decree No. 7,962/2013, which reinforces the provisions of article 49 of the Consumer Defense Code), Mooth Shop offers 2 (two) options for the exchange or return of products:
(2.0) due to consumer regret;
(3.0) due to product defect (defect).
2.0 Refund due to Customer regret (within the legal period)
If you regret a purchase made on the Website, the Customer may inform Raffaello Presentes, through the Customer Service Center (11) 99893-9451 or by email moothshop@gmail.com and request the return of the product and the cancellation of the order. The Customer will have 7 (seven) calendar days, from the date of receipt of the Product, to communicate his regret. If this period ends on a Saturday, Sunday or public holiday, the Customer may exercise his right of withdrawal until the first business day thereafter. The exercise of the right to regret will be processed as follows:
2.1 - Contacting the Customer Service Center. To exercise their legal right to withdraw, the Customer must contact the Mooth Shop Customer Service Center to request cancellation of the Purchase. It is important that the Customer informs this contact of the order number or the full name of the person who made the purchase, so that we can locate the purchase order.
2.2 Sending the Mooth Shop product. The Customer will have two options to return the product, with the respective purchase invoice, send it to Mooth Shop by post. In this case, simply request a postcode at the Customer Service Center and communicate it to Correos at the time of shipment.
2.3 Product conditions. The item to be returned must be in its original packaging, with no signs of use, accompanied by an invoice, manual and its respective accessories. Therefore, pack the product well for shipping, since any damage to the item, resulting from the transport process, will result in the non-refund of the amount paid. And to request a return, simply send an email to moothshop@gmail.com or contact the Customer Service Center (11) 99893-9451, indicating your order number.
2.4 Refund of amounts paid. If the Product is in good condition, Mooth Shop will notify the Customer that it has accepted the returned Product and will fully refund the amounts paid by the Customer, including the value of the product and shipping costs. If regret occurs in relation to only one of the purchased items or some Products included in an order, the refund will be only for the value of the product, as shipping will only be refunded when the purchase is fully cancelled. The refund of payments made by credit card will be made by refund, which will be requested by Mooth Shop from the administrator of the card used within, at most, 72 (seventy-two) hours after acceptance and validation of the conditions of the product returned. The deadline for making the refund is the sole responsibility of the card administrator and will be carried out in accordance with the rules and conditions of said company.
3.0 - Return or exchange due to product defect (within seven days)
If the Product purchased on the Website is defective or damaged, the Customer may request its return or exchange through the Mooth Shop Customer Service Center. The Customer will have 7 (seven) calendar days, starting from the date of receipt of the product, to report the existence of the defect and request an exchange or return. If this period ends on a Saturday, Sunday or holiday, the Customer may report the existence of the defect until the first business day following. The analysis of the exchange or return request will be processed as follows:
3.1 Contacting the Customer Service Centre. In order to report the existence of the defect. It is important that the Customer informs this contact of the invoice number, the full name of the Product and the defect presented, as well as confirming their personal data.
3.2 Delivery of the Product to Mooth Shop. The Customer will have two options to return the product to Raffaello Decor:
deliver it to the physical store located at Rua Rafael Correa Sampaio, 688 – São Caetano do Sul/SP, with the respective purchase invoice; or
by sending it to Raffaello Decor by mail. In this case, simply request a postal code from the Customer Service Centre and communicate it to Correos at the time of shipment.
3.3 Product conditions. Upon receipt of the Product, Mooth Shop will check its conditions as follows:
The product must be in its original packaging, with all manuals, warranty certificates, spare parts and accessories;
The defect presented must correspond to the description made by the Client;
The product must not show signs of misuse by the Customer.
3.4 Refusal of exchange or return. If the Product does not meet the conditions for exchange or return, Mooth Shop will notify the Consumer to withdraw the Product in question or take charge of the shipping costs for a new delivery of the Product.
3.5 Acceptance of exchange or return. If the Product is in adequate condition, Mooth Shop will notify the Customer of the acceptance and validation of the conditions of the returned product and will allow him to choose:
By sending an identical product, of the same brand, line, model and version, without any additional cost or
Issuance of a Purchase Voucher for the total value of the payment made by the Customer (including the price of the product and shipping) to be used in future purchases in the Mooth Shop physical store or through the Website.
If the Product to be exchanged is not available, the Customer may choose:
For credit for the full amount of payment (including product price and shipping) to use on future purchases;
For immediate exchange for any Product available at Mooth Shop, with compensation in case of price difference;
For the return of the value of the product, under the terms of point 2.4 above
5. CUSTOMER REGISTRATION
How to create an access account?
You can register by clicking here and filling out the Customer registration form. Creating an Access Account will facilitate your navigation on the website, allowing you, for example, to create wish lists and simplifying the Purchase process.
How do I receive offers from Raffaello Presentes?
You can create an Access Account, as indicated in the previous question, or simply enter your email and zip code in a quick registration box.