Shipping Policy
Our pieces are handcrafted by local seamstresses. Therefore, we ask for a production period of up to 10 business days before shipment.
Need your piece by a specific date? Get in touch with us via email at [email protected] or WhatsApp +55 (48) 99120-7041 to arrange delivery.
SHIPPING POLICY
Orders placed on our website may be shipped via Correios (Brazilian postal service) or carriers such as Jadlog, Buslog, Latam Cargo, Azul Cargo, Disk Tenha, among others, to all regions of Brazil. The order will be shipped within up to 10 business days (time required to craft the pieces) after the payment confirmation is received from the processing institution.
To check the shipping cost and estimated delivery time, select the items you wish to purchase and click "Add to Cart." Then, enter your ZIP code, and the shipping cost and delivery time will be calculated automatically.
Please note:
The delivery time includes production time (10 business days) plus the shipping time (as shown during checkout), and starts after payment is confirmed. You will be notified by email as soon as your payment is approved;
All orders are subject to data verification and approval, which may delay payment confirmation;
The estimated delivery time includes internal processing and carrier delivery. Delays may occur.
DELIVERY TIME
Delivery time = production time (10 business days) + shipping time (calculated at checkout), and it begins once the payment is confirmed.
Payment confirmation time varies depending on the method used:
Credit Card: between 4 and 72 business hours
Cash Deposit or Bank Transfer: up to 4 business hours after the receipt is sent
Bank Slip (Boleto): after clearance by the bank
If your delivery is urgent, we recommend choosing payment via Credit Card, Bank Deposit, or Bank Transfer.
To schedule a delivery or inquire about special timelines, contact us at [email protected] or WhatsApp +55 (48) 99120-7041.
Deliveries are made Monday to Friday from 8 AM to 6 PM. In some ZIP code areas, deliveries may occur on Saturdays during business hours.
If the recipient is unavailable, if the address or recipient information is unclear, or if the package is held by the destination state’s Tax Authority (SEFAZ) for inspection, the delivery period will be paused.
FAILED DELIVERIES
Incorrect or incomplete delivery address:
The shipping address considered is the one registered in the customer’s account and selected at checkout. If the address is incorrect or incomplete, the order will be returned to KANDY BRASIL’s showroom. The customer will be notified and charged a new shipping fee for reshipment.
Address change after order confirmation:
If an address needs to be updated, the customer must contact us via email or WhatsApp within 3 business days of order confirmation. We'll assess whether the change is possible and update the shipping cost accordingly. If the order has already shipped, it will need to return to us before being resent, and a new shipping fee will be charged.
Package held at state border for inspection:
The state’s Tax Authority (SEFAZ) may hold your package. In such cases, the customer must visit SEFAZ to resolve any pending tax obligations. If the customer chooses not to retrieve the package, KANDY BRASIL will not be able to refund the order.
Delivery delays:
E-commerce is not immune to shipping delays, which may happen for many reasons. If a delay is identified, KANDY BRASIL will work with our logistics partners to expedite delivery. By shopping on our website, the customer acknowledges that delays may occur.
In such cases, the customer may cancel the order and request a refund at any time via email. However, once refunded, no legal claims regarding delivery delays can be made.
DAMAGED PACKAGE DURING SHIPMENT
If the package appears damaged while in the carrier’s possession or arrives without proper identification from KANDY BRASIL, the customer should refuse delivery so the box can be returned to our showroom. If the damage is confirmed, KANDY BRASIL will resend the product at no additional cost.
If the customer, a resident, or a building employee accepts the damaged, unsealed, or unidentified package, KANDY BRASIL will not be able to issue a refund or replacement.
ORDER CONTENTS DIFFER FROM ORDERED ITEMS
If the contents of your delivery do not match your order, please contact KANDY BRASIL within 48 hours of receiving the package via email.
We will investigate the issue and respond within 5 business days. We cannot accept claims of order discrepancies submitted after 48 hours from delivery.
ORDER CANCELLATION & PAYMENT REFUND
Only the product value will be refunded, as shipping partners charge for delivery services at the time of pickup — including return shipping fees if applicable.
ORDER RECEIPT POLICY
Any individual present at the shipping address (including doormen, receptionists, janitors, etc.) is considered an authorized recipient.
KANDY BRASIL is not responsible for packages misplaced or lost within the delivery location, such as within residential or commercial condominiums. Customers should provide a secure and trustworthy address.
INABILITY TO MEET DELIVERY DEADLINE
In some cases, due to logistical issues, quality control, or unforeseen events, we may be unable to fulfill delivery within the expected timeframe.
If this occurs, we will promptly notify you and provide a new estimated delivery date. If preferred, the customer may exchange the item or cancel the order at no additional cost.
CONTACT US
For more information about our policies, if you have any questions, or if you'd like to file a complaint, please contact us by email at [email protected] or by mail at:
Rua Deputado Antônio Edu Vieira, 620
Florianópolis, SC, 88040-002
Brazil
KANDY BRASIL | For You
Email: [email protected]
Phone: +55 (48) 99120-7041
Address: Rua Deputado Antônio Edu Vieira, 620
State/Region: Santa Catarina
Country: Brazil
