FAQs

FAQ

OUR SUPPORT TEAM IS HERE TO HELP YOU!

Please browse our FAQ section before sending an email. Most of your questions may already be answered.

If you still have any questions after reading the FAQ section or would like to leave feedback, you can do so by emailing info@finallibuy.com or visiting the Contact Us section.

If you have any questions regarding your order, please include the order number and try to be as descriptive as possible. This will help us respond to your inquiries more quickly.

1. I RECEIVED AN EMAIL ASKING ME TO CONTACT THE POSTAL SERVICE. WHAT IS HAPPENING WITH MY ORDER?

ANSWER: Whenever our system detects that the postal service is taking longer than usual to deliver, it automatically sends this information. We file a request with the postal service to prevent delays, but do not worry—our store takes care of this process for you. This email is purely informational, and there is nothing to be concerned about.

2. WHAT IS THE DELIVERY TIME?

ANSWER: Our estimated delivery time of 6 TO 14 shipping option is 6 to 14 business days after the order is shipped. This information is stated in your order confirmation email, in the product description before checkout, and in our shipping policy. In most cases, deliveries arrive within half of this estimated timeframe.

3. WHY HASN’T MY ORDER STATUS BEEN UPDATED?

ANSWER: Our shipments arrive by air, which speeds up delivery. However, the tracking status is only updated after customs clearance, which is when the product is officially registered in Brazil.

4. I RECEIVED AN EMAIL INFORMING ME THAT DELIVERY WAS UNSUCCESSFUL. WHAT SHOULD I DO?

ANSWER: This message usually appears when the delivery person attempts to deliver your order but, for some reason, does not complete the delivery. This can happen if they run out of time at the end of their shift. Do not worry—they will attempt delivery again, and you do not need to contact them or pick up the package.

5. I HAVEN’T RECEIVED MY TRACKING CODE. WHAT SHOULD I DO?

ANSWER: We send an email with shipping details within 5 business days. If you have not received it, check your spam folder, as it may have been filtered there. If you still cannot find it, please verify that you entered your email correctly. If necessary, contact us to update your details via info@finallibuy.com

6. I AM TRYING TO MAKE A PURCHASE, BUT IT WAS NOT AUTHORIZED. WHY?

ANSWER: In most cases, this happens for security reasons. The payment system may have detected some instability in your network or a potential fraud risk. For further information, we recommend contacting Shopify Payments directly, as they do not share customer financial details with us for privacy reasons.

7. MY ORDER STATUS SHOWS AS DELIVERED, BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?

ANSWER: If the postal service reports that your order was delivered, check with your building reception or security staff. It is common for the package to be received but not logged immediately. Sometimes, it may take up to two days to be registered. If you still cannot locate your package, verify that your shipping address is correct, and contact us via info@finallibuy.com

8. I CAN’T TRACK MY ORDER. IT SAYS INFORMATION IS UNAVAILABLE. WHAT SHOULD I DO?

ANSWER: If this happens, it is likely because your package was recently shipped. Since it is an imported item, the tracking number may take up to 5 business days to be updated in both our system and the postal service’s system. If more than 5 business days have passed and there are still no updates, please contact us at info@finallibuy.com

9. CAN I CANCEL MY ORDER?

ANSWER: You can cancel your order without any penalties, but you must request the cancellation within 24 hours of placing the order. After this period, we cannot guarantee that the cancellation will be successful.

10. I ENTERED THE WRONG SHIPPING ADDRESS. WHAT SHOULD I DO?

ANSWER: If you entered the wrong address, simply reply to the order confirmation email with the correct information within 24 hours. Notify us immediately via info@finallibuy.com. We can only correct your address within 24 hours of order confirmation.

By making a purchase, the customer agrees to the shipping policy and delivery timeframe (terms and conditions) established by Finalli Buy

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