Customer Service Policy

At Sol de Janeiro Mall, our customers are at the heart of everything we do. Inspired by the warmth and vibrancy of Brazil, we are committed to providing a service experience that is as radiant and uplifting as our products. This policy outlines our promises to you.

1. Our Commitment to You
We strive to make every interaction with us smooth, transparent, and positive. Your satisfaction and trust are our top priorities.

2. Contacting Us
Your voice matters to us. Please reach out with any questions, concerns, or feedback.

  • Primary Email: [email protected]

  • Response Time: We aim to respond to all inquiries within 24-48 hours during business days (Monday-Friday, 9 AM - 6 PM local time).

  • Order & Shipping Inquiries: For the fastest service, please include your order number in your email.

3. Order Processing & Shipping

  • Order Processing: Orders are typically processed within 1-2 business days after payment confirmation.

  • Shipping: We partner with reliable carriers to deliver your products. Shipping costs, methods, and delivery timelines will be clearly displayed at checkout. You will receive a tracking notification once your order is on its way.

  • International Orders: Please note that customers are responsible for any applicable customs duties, taxes, or import fees, which are not included in the product or shipping price.

4. Returns, Exchanges & Refunds
We want you to love your Sol de Janeiro Mall experience. If you are not fully satisfied, here is our policy:

  • Eligibility: Items must be returned in original, unopened, and unused condition with all original packaging within 30 days of delivery.

  • Process: Please contact our support team at [email protected] to initiate a return or exchange and receive a Return Authorization (RA) number and instructions.

  • Refunds: Once we receive and inspect the returned item, we will notify you and process your refund to the original payment method within 5-10 business days. Shipping costs are non-refundable.

  • Damaged or Defective Items: We will gladly replace any product that arrives damaged or defective. Please contact us within 7 days of receipt with photos of the product and packaging.

5. Privacy & Data Security
We protect your personal information with the utmost care. Our detailed Privacy Policy explains how we collect, use, and safeguard your data. We never sell your personal information to third parties.

6. Product Quality & Safety
All our skin and body care products are formulated with quality ingredients. For safety, please review product descriptions and ingredient lists prior to use and discontinue use if any irritation occurs. Consult a physician if you have specific health concerns.

7. Continuous Improvement
We value your feedback. It helps us improve our products, services, and your overall experience. Feel free to share your thoughts with us at any time.

Thank you for trusting Sol de Janeiro Mall with your self-care journey. We are here to ensure it’s nothing short of brilliant.

For Assistance:
Email: [email protected]