FAQ
- WHERE DO YOU DELIVER TO?
We deliver to all of Brazil and some countries abroad.
Please check countries and other delivery options at the time of purchase.
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- DO YOU HAVE A PHYSICAL STORE?
We are in the process of structural adaptations to open as a physical store.
Our headquarters are located in São Paulo, at Rua Alameda Lorena 1304, room 1210. You can schedule a visit to our showroom via WhatsApp. By subscribing to our mailing list, you'll receive invitations to launches and events taking place at our physical location.
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- HOW DO I FIND OUT MY SIZE IN PRODUCTS?
To find out your size for each item, click on the 'size chart' on the product page, where we provide a standard measurement.
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- THE ITEM I WANT IS SOLD OUT, DO YOU RESTOCK IT?
Initially, we produce based on demand. Our capsule collections are created on a scheduled basis to maintain the concept of exclusivity. It's possible to revisit the same product in future collections.
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- HOW DO I TAKE CARE OF MY PRODUCTS?
Our products are made from natural and/or biodegradable raw materials. Therefore, it's essential to maintain the necessary care to ensure the longevity of the item. All our products have an internal label with washing instructions and information on special care. We recommend that you read the instructions carefully to ensure the product maintains its original characteristics. If you have any questions, please contact our Customer Service team, who will be happy to assist you.
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- DEFECTIVE PRODUCT. WHAT TO DO?
We're always working with our partners to improve the quality of our products. We adapt new processes for each new product launch to maximize their shelf life.
Products that present defects after use must comply with the following conditions:
We do not accept products purchased more than a year ago for exchange analysis;
The merchandise will be analyzed by the responsible team and, within thirty calendar days, after receipt in the technical analysis department, a diagnosis will be presented.
Authorized Exchange:
The customer can choose between a gift card with the original amount paid, to make a new purchase in the online store or receive a refund.
Unauthorized exchange:
If the technical report indicates no defect, the product will be returned to the sender. Customer Service will inform the customer via email that the shipment has been made. If desired, the customer can request a tracking code for their own tracking.
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- HOW TO MAKE A RETURN OR EXCHANGE?
Products purchased in the online store:
You can request an exchange or return of your product by emailing contato@kontenta.com.br.
To this end, we have created an Exchange and Return Policy that respects your needs and is based on the Consumer Protection Code.
It is important to note that you must immediately refuse to receive your product if:
- The product packaging is broken;
- The product is defective;
- Order does not match what was requested in e-commerce.
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- HOW DO I REQUEST A RETURN/REFUND OF A PURCHASE OR PRODUCT?
A purchase can be canceled within a maximum of 7 (seven) calendar days from the date of receipt of the merchandise. After this period, a refund is not possible. The product must not show signs of use and/or washing, be in perfect condition, and have the label attached.
Return procedures must be carried out exclusively through Kontenta online. Please note that the product must be returned with the purchase label affixed to the item, along with the purchase receipt, in its original box or similar, sealed, and without the original shipping labels.
For questions about your order, delivery time, or any other related issue: please include your order number and name so we can identify you in our system. Send to the following email address: contato@kontenta.com.br