FAQ

To better serve you, we have provided some answers to questions that are common among our customers:

1 – How do we protect our customers?

We protect your information as it travels from your computer, smartphone, or tablet to our server. We make this possible with data encryption (TLS), ensuring we comply with the highest online security standards. So you can rest assured: no one will have access to your personal and financial data.

2 – I've already purchased from many websites and haven't received them. Can I trust that I'll receive my purchases?

Soaprovados.com.br has a team of professionals specialized in online sales; this experience leads us to always value honesty, commitment, and respect for our customers. Therefore, we make all information clear and accessible, and our customer service team is always ready to assist you before, during, and after your purchase. We are committed to customer satisfaction and transparency regarding any and all information on our website.

3 – How does Mercado Pago security work?

Mercado Pago is our payment gateway: it handles customer payments from the moment the purchase is made until the product arrives at your home. Remember, our refund is 100% guaranteed: if the product arrives defective, broken, or even fails to arrive at your home, we'll refund your money in full.

4 – How do I track my order?

After payment is confirmed and the order is shipped, you'll receive a tracking code in the email address you provided at the time of purchase. This code is all you need to track your order and all package movements from shipping to delivery. Access our tracking system by clicking: Track my Order

5 – What is the delivery time?

The exact delivery time for your region is displayed at checkout, when you enter your zip code. Delivery times may vary depending on the time of year, but typically, the average delivery time for all of Brazil is between 5 and 30 business days, depending on the speed of the postal service in each region.

6 – Where does the product come from?

Most of our products are shipped directly from our suppliers in the United States, Asia, and Europe. We have industry expertise and a team specialized in marketing products derived from strong partnerships with primary suppliers, offering innovative, exclusive products at great prices (with no additional resale costs).

7 – What happens if my delivery is late?

Rest assured. Your shipment is tracked daily, and if the package is delayed or does not arrive for any unexpected reason, within 60 business days (counted from the date of shipment, according to the shipping and delivery terms), a 100% refund will be issued.

8 – My purchase has been pending verification by the Federal Revenue Service for a few days and has not been processed. What should I do?

Don't worry: this is a standard Federal Revenue Service verification procedure when a product enters Brazil, all of which is required by law. Immediately after verification, the package is released and sent to the Brazilian Post Office distribution center for delivery.

9 – My purchase was taxed. What should I do?

These are extremely rare cases, but if this happens, the Post Office will send a letter to your home informing you of the amount to be charged for the release of the product. Contact us at ; we will cover all costs so you receive your product as quickly as possible.

10 – I just moved and won't be able to receive the product at the address I registered. What now?

To receive your purchase, the new resident must receive it for you. In this case, unlike the absent recipient scenario (where the purchase undergoes three delivery attempts by the Post Office), if the mail carrier is informed that the recipient has moved, the purchase will be returned to the sender. Therefore, we ask that you track the progress of your purchase using your tracking code. If the purchase is returned to the sender due to the recipient moving, a new product will only be shipped upon a new order and new payment.

11 – While tracking my order, I noticed that the package was not located in the Brazilian Post Office's mail stream. What does this mean?

These are also extremely rare cases. Orders with this information indicate that the Post Office was unable to find the package registered with that tracking code. It may take a few days for your package to be located, which may result in a delay in delivery.

12 – Can I change my delivery address?

Of course! However, as we value fast delivery times, this change must be made immediately after payment approval, during the order fulfillment process. We have a tight deadline for this to ensure speedy delivery. If you need to change your address, please contact us as soon as possible.

13 – I purchased more than one product in the same order, but only received some of them. Is this normal? Will the other products be delivered?

This type of situation occurs when the products selected in the same purchase come from different suppliers. If this happens, two (or more) tracking codes will be sent so you can track each order, which may have different delivery times.

EXCHANGES AND RETURNS

1 – I received my purchases, but I need to exchange the size. How do I do this?

Making the exchange is very easy; just check if it meets the requirements below to be enabled:

  • The exchange request must be made within 7 days of receiving the product;
  • The product must not have been used, washed or ironed;
  • Must be in original packaging;
  • The product cannot show any damage or signs of use.

That's it! If your order meets all these requirements, simply send an email to with the requested information, and our team will provide you with further instructions for the exchange.

2 – I received the product, didn't like the quality, or found something damaged and want to exchange it. What should I do?

Soaprovados.com.br strives to ensure you are completely satisfied with your purchases. However, if you received a product with any of the conditions mentioned above, please email us and we will process the exchange. Just make sure the product meets all the requirements outlined in the previous question.

3 – Do I need to pay to make the exchange?

It depends: This varies depending on the delivery process. We evaluate each case individually to resolve the exchange as best as possible, so exchanges may or may not incur additional costs. If the product received is damaged due to manufacturing issues, or if you are dissatisfied with the purchase, the full cost of the return will be borne by soaprovados.com.br .

4 – I made an exchange request and would like to know how long it will take for me to receive my new product.

Once our team receives your returned product, you can expect to receive your new one within 15 to 30 business days after posting—the shipping process essentially starts all over again. Remember, a new tracking code will be generated so you can track your delivery on the Correios website.

5 – I received the product, but I missed the exchange deadline. Can I still exchange it?

As previously stated, if the stipulated 7 days have passed since receipt, the order is unfortunately no longer eligible for exchange or return. Therefore, we recommend checking the item upon receipt to ensure the exchange/return deadline is met, should the need arise.

6 – I didn't really like my purchase, but I saw another product on the website that I loved. Can I exchange it for that product?

Of course! As long as it's within the 7-day period and the product meets the exchange/return requirements, you can request this process. Simply send an email to our team ( ) detailing your request, including the link to the desired product, color, and size. If the new product has a different price, we can refund the difference or charge you an additional fee. Please note that, to complete this process, you must first send the received product to our Distribution Center.

7 – I want to request an exchange, but I've changed my address. Can I change it to receive the exchange at the new address?

Of course! But be careful: you need to inform us of this change when you request the exchange. This way, our team will automatically update your address with the new information.

8 – My product arrived damaged and I want to return it for a refund. How do I proceed?

If this is your situation, please contact our Customer Service team and explain the situation. We handle all requests individually and will resolve your case as quickly as possible. Please note that there are certain conditions for returning a purchase:

  • Request a return within 7 calendar days after the date of receipt of the item;
  • The product must be in its original purchase condition: unused, unwashed or unironed;
  • Must be in original packaging;
  • The product cannot show any damage or signs of use.

If your product meets these requirements, please contact us so we can resolve the situation.

9 – I received a refund on my card, but they're still charging the installments on my statement. Why am I paying these installments?

This is the standard procedure for credit card companies—it's a bit confusing, but we'll explain it in detail: A refund is an electronic procedure that consists of restoring the credit used for the purchase, returning it in full to your card. This replenishment happens all at once, but if the purchase was made in installments, the installments will continue to appear on the statement as normal. Even so, the total amount has already been refunded in full by soaprovados.com.br —the installments on the statement are simply a way to "account" for the credit already refunded, without you having to pay extra.

10 – I just made a purchase, but I decided to cancel it. How do I cancel it?

We're sorry to hear about your cancellation request, but we can accommodate it without any hassle. To do so, you must send an email requesting the cancellation before the purchase is processed—please send this email within 24 hours of payment confirmation. After this period, the purchase is processed and shipped, and the cancellation option will no longer be available. In this case, you will need to wait for the product to be delivered before requesting a return, also by email to .

SUPPORT

1 – How do I purchase on the website? Do I need to register?

Shopping at soaprovados.com.br is easy: you don't need to spend time registering before making your purchase. When you complete your purchase, your registration is automatically created with the information you provided in your order—this makes it easier to track future orders and reuse information.

2 – I made a purchase on the website, paid, but haven't received payment confirmation. What should I do?

This scenario usually occurs when the purchase is made via bank slip. Payments made via bank slip can take up to 72 business hours to be confirmed by the bank; only after confirmation will you receive a notification email with order details. If this period passes and you still haven't received confirmation, contact with the slip number and the payer's full name.

3 – I forgot my order number and the email address I used to purchase. How can I find this information?

This is a bit annoying, but don't worry. Just send an email to with your full name and CPF (the ones you used at the time of purchase). Our team will review the records and contact you with the order details (number and associated email address) as soon as possible.