1.1. Can I track my Purchase?

Yes. The most up-to-date information about your Purchase and its delivery status is available in My Orders. In addition, you will be notified of your order’s progress via the registered email address.

1.2. Which company is responsible for delivering my Purchase?

Deliveries are made exclusively by companies selected and contracted solely by Esthera, and the Customer has no influence over this decision.

1.3. Can I add another product to a Purchase I have already made?

No. Once completed, a Purchase cannot be changed. To purchase another product, you must start a new Purchase.

1.4. I did not receive all the items in my Purchase. What should I do?

Please contact our Esthera Customer Service (SAC) by phone at +1 (917) 991-1076 or through the other service channels provided.

1.5. How can I confirm if a product is in stock?

On the website, if the shopping cart is available at checkout, it means the product is in stock.

1.6. Can anyone receive the product I purchased?

Yes.

1.7. Is there a minimum order value?

No.

1.8. Does Esthera make partial deliveries?

No. Deliveries are made per Purchase on the website, always including all the products acquired in that Purchase.

1.9. Can I change the delivery address?

Yes, but only before completing the Purchase on the website. Once finalized, the Purchase cannot be altered. If you have any questions, please contact Esthera Customer Service at esthera@esthera.com or through the other available service channels.

1.10. How is the shipping cost calculated for my order?

The shipping cost is calculated automatically, based on the selected products and the Customer’s delivery ZIP code. The calculated shipping value for a specific address and products will be shown at checkout.

1.11. Can I send part of my Purchase to one address and another part to a different address?

No. All products purchased in a single Purchase will be delivered together to the same address. To send products to two different addresses, you must make two separate Purchases at different times.

1.12. Can I add or remove products from my shopping cart?

Yes, but only before completing the Purchase on the website. To add a product, click the plus sign; to remove one, click the trash icon.

1.13. Can I recover a shopping cart?

Yes. As long as the products in the cart are still available in stock, you can recover your shopping cart and complete the Purchase.

2.1. What payment methods are available?

Currently, the website accepts payment via credit cards with Mastercard®, Visa®, American Express®, Diners Club International® and Discover® brands, as well as digital wallets including Apple Pay®, Google Pay™, Amazon Pay and PayPal®.

2.2. What is the procedure if there is a duplicate payment?

You can contact Esthera Brazil Customer Service (SAC) by email at esthera@esthera.com or through other available service channels. In this contact, you may request the cancellation of the duplicate payment. After review, Esthera will request the card operator to issue a refund, if applicable.

2.3. Can I change the card after completing the Purchase?

No, this procedure is not possible.

2.4. How can I request a second copy of the Invoice?

Simply contact Esthera Customer Service by email at esthera@esthera.com.

2.5. What are the refund deadlines?

Esthera will request the refund from the card administrator within no more than 72 (seventy-two) hours. However, you must wait for the refund to appear on your credit card statement. The refund may appear within up to two billing cycles, depending on the cancellation policy of your credit card administrator.

3.1. How can I exchange a product purchased through the eCommerce?

To exchange a product purchased on our website, please contact Esthera Customer Service (SAC) at esthera@esthera.com. For more information, please refer to our Exchange and Return Policy.

3.2. What if the product I need to exchange is no longer in stock?

We will arrange for the order to be canceled and the payment refunded, in accordance with our Exchange and Return Policy.

3.3. How do I return a product?

How do I return a defective product?

How do I return a product due to regret or withdrawal?

To return a product please go to our return portal. For any other questions regarding returns, you may find the answer in our Exchange and Return Policy page.

The procedure is the same for returns of defective products and for returns due to regret or withdrawal. In such cases, the deadline to submit a request is within 14 days of delivery. For more details on what products are acceptable for returns please read our Exchange and Return Policy page.

3.4. How can I cancel my purchase?

If you wish to cancel your purchase, you can contact Esthera's SAC by email at esthera@esthera.com or through any of our other available contact channels, and request the cancellation. In both cases, our customer service agents will guide you through the entire process.

4.1. How do I create an Access Account?

You can register by filling out the Customer Registration form on our website. Creating an Access Account will make browsing our website easier, allowing you, for example, to create wish lists and simplifying the purchase process.

4.2. How can I receive offers from Esthera?

You can create an Access Account, as explained in the previous question.