FAQ - Frequently Asked Questions

Frequently Asked Questions (FAQ)

1 – How do we protect our customers?

We secure your data from the moment it leaves your device until it reaches our server using TLS encryption (Transport Layer Security). This ensures your personal and payment information remains safe and protected from unauthorized access.

2 – I’ve ordered from other sites and never received my items. Can I trust you?

Absolutely! Criativae is run by experienced e-commerce professionals committed to honesty, transparency, and customer satisfaction. We provide clear information and our support team is available before, during, and after your purchase to assist you.

3 – How secure is Mercado Pago?

Mercado Pago is our trusted payment gateway. It securely handles your payment from the moment of purchase until your product is delivered. Refunds are 100% guaranteed if your order arrives damaged or doesn't arrive at all.

4 – How can I track my order?

Once your payment is confirmed and the order is shipped, a tracking number will be emailed to you. Use this number to follow your package's journey via our Track My Order page.

5 – What is the delivery time?

The exact delivery time is shown at checkout based on your ZIP code.

6 – Where do your products come from?

Most of our products are shipped directly from our trusted suppliers in the USA, Asia, and Europe. Our team works with solid supply chain partners to offer innovative and exclusive products at fair prices.

7 – What if my delivery is delayed?

Don’t worry. If your order is delayed or not delivered within 60 business days after shipment, we will issue a 100% refund.

8 – My order has been stuck at customs. What should I do?

This is a normal customs inspection process when an international package arrives in the country. After inspection, it will be released and forwarded to your address.

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

Although rare, if this happens, Correios will send a letter to your address with the tax amount due. Contact us at support@criativaeglobal.com and we’ll cover the tax to ensure your product is delivered.

10 – I moved and can’t receive the order at my old address. What now?

If the delivery address is outdated and the delivery cannot be completed, the order will be returned to us. A new order and payment will be required. Please monitor your tracking and arrange for someone at the original address to receive the order if possible.

11 – My tracking status says "not located in the postal system." What does it mean?

This rarely occurs but may indicate that the tracking label has not yet been scanned by Correios. It may take a few days to update and can cause minor delays.

12 – Can I change my delivery address?

Yes, but the request must be made immediately after payment confirmation, during order processing. Contact our support team as soon as possible to request an address change.

13 – I ordered multiple items but only received part of them. Is that normal?

Yes, this can happen when products are shipped from different suppliers. You’ll receive separate tracking numbers and the items may arrive on different dates.

Exchanges & Returns

1 – I need to exchange the size. What should I do?

You may request an exchange within 7 days of receiving your order. To be eligible:

• The item must be unused, unwashed, and in original packaging

• No signs of wear or damage

• Include original tags and accessories

Send an email to support@criativaeglobal.com with your order details to begin the process.

2 – I didn’t like the quality or found damage. Can I exchange it?

Yes! If the item meets the return conditions, we’ll gladly assist you with an exchange.

3 – Do I need to pay for the exchange?

It depends. If the issue was caused by a defect or problem with your order, Criativae will cover all return costs. Other cases are evaluated individually.

4 – How long does it take to receive the exchanged product?

Once we receive your returned item, it takes 15 to 30 business days to ship the new one. A new tracking number will be provided.

5 – I missed the 7-day return window. Can I still exchange?

Unfortunately, no. Requests made after 7 days of delivery are not eligible for return or exchange.

6 – Can I exchange for a different product I saw on the website?

Yes, if it’s within 7 days and the item meets return conditions. Just email our team with your exchange request and the link, size, and color of the new item. If there's a price difference, we’ll process a refund or request payment for the balance.

7 – I moved. Can I receive the exchanged item at my new address?

Yes! Just make sure to inform us of the new address when requesting the exchange.

8 – My item arrived damaged. I want a refund. What should I do?

Contact support@criativaeglobal.com and explain the issue. If the item is unused, in original packaging, and reported within 7 days of delivery, we will assist you with the return and full refund process.

9 – I got a refund on my card, but the installments are still showing. Why?

That’s how most card issuers handle refunds. Even after the full amount is credited back to your card, the original installments may continue to appear, but the total will have been refunded.

10 – I just placed an order but want to cancel. How do I do it?

To cancel your order, email us within 24 hours of payment confirmation, before the order is processed. If the product has already shipped, you'll need to wait for it to be delivered and then request a return.

Support

1 – Do I need to register to buy from Criativae?

No. Your account is created automatically during the checkout process.

2 – I paid for my order but didn’t get a confirmation. What should I do?

If you paid via bank slip, confirmation can take up to 72 hours. After that, you’ll receive a confirmation email.

3 – I forgot my order number and email. What now?

No problem! Email support@criativaeglobal.com with your full name and CPF, and we’ll retrieve your order details.