Terms and Conditions
Last updated: 07/01/2021
ORDERS
Handling Times
The time we need to prepare an order for shipping varies. For details, please see individual items.
Delivery Times
The delivery time depends entirely on the carrier. We are not able to estimate delivery times for physical items.
For digital products, a download link will be sent to the email address you provided as soon as payment clears. This link will be available for 7 calendar days, at which point it will no longer work. If you are unable to download a digital product purchased from us, get in touch at support@acaciocarvalho.com.
Will I be charged customs for my order?
We are located in the United States. Additional customs and tax fees can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address.
● Ask your local post office if they have your package.
● Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, please get in touch with us at support@acaciocarvalho.com with your order number. We will do our best to get the items to you, however, we are unable to affect delivery times, only the carriers are in control of how quickly the items will be delivered to you. Please note that if you did find a mistake in your delivery address, we may not be able to retrieve the package.
How do I track my order?
If your order includes tracking, you’ll receive a tracking number via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@acaciocarvalho.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@acaciocarvalho.com within 14 calendar days with photos of the damaged product and its packaging, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
RETURNS, EXCHANGES & REFUNDS
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at support@acaciocarvalho.com.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at support@acaciocarvalho.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@acaciocarvalho.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.
What if I need to cancel or change my order?
If you have made a mistake during the ordering process or you wish to change or cancel an order, please contact us within 30 minutes from placing the order. We strive to ship our items as quickly as possible, as soon as an order comes through we start working on it, this is why we only have a 30-minute window to make any changes or cancellations. Please note that this is a strict window of time, changes or cancellations may not be possible if more than 30 minutes have passed from when you placed the order.
REVIEWS
We may send you invitations to review items you have purchased on our Site. We reserve the right to remove any review left on the Site by buyers, including any images attached to the review, without notice. Our criteria for removing reviews include (but are not limited to) any reviews containing abusive, threatening, defamatory, obscene, vulgar, discriminatory, or otherwise offensive language. Reviews that only mention third-party services (such as delivery services) may also be removed.
TERMS AND CONDITIONS UPDATES
We may update our terms and conditions from time to time. We encourage you to review this page frequently to be informed of any changes.