Shipping & FAQs

Where do you ship to?

Currently we only ship to Brazil. Sign up to our newsletter to be first to know when we start shipping to other countries.

I still haven't received my order, how should I proceed?

We are sorry for the inconvenience caused. We ask that you email NU@mybeautybrand.com or speak to one of our Customer Experience Analysts through our live chat here.

I still have questions about exchanges and returns. Who can help me?
If you want to talk to us to resolve any question about a request or complaint regarding our website, as well as this Exchange and Returns Policy, just access our Customer Service Center through our chat by clicking here.
Our Office Hours: From Monday to Friday, from 8 am to 6 pm (Brazil time). Except holidays.

How do I update or recover my password?
If you want to change your password or forgot it, go to the first page where you register and click on "I forgot my password". Put your registration email in the requested field and an email will be sent. There you can change your password.

How to track the delivery of my order?
Once the order is placed, you can follow it! To check an order history, first log into your account. By logging into our system, in your account details, you can view the detailed history of your purchases.

How to update shipping address?
When you make a purchase, the shipping address you used is automatically saved. You can also view, add or change an address each time. To do so, simply login here on the website and click on the See addresses button.

How do I update the email address?
It is not possible to change the name of the registered email address. If you want to add a new email address, just open a second account with a new email address.

How do I change my registered addresses?
Login to your account. Then click on View Addresses. You can now edit, delete or add addresses.

How do I shop on the website?
Choose your product and click "buy now", the product will go straight to your shopping cart. To view your shopping cart, click "Complete Purchase".
At the end of the page, confirm your purchase by clicking on "buy" and on the next page, choose the delivery and payment method.

How do I register on the site?
Just click on the "Sign in" option and then "Sign up". Then just fill in your details. After registering, you will receive an email confirming your access to the site.

How do I request a duplicate of my invoice?
To request a duplicate of the invoice for a purchase made online, it is necessary to contact our Customer Relationship Center to arrange for delivery via e-mail. This contact can be made easily through our email NU@mybeautybrand.com or through our live chat here.


In what situations can I return my delivery?
So that you, the customer and the user of the website, have an excellent shopping experience, we emphasize that you return the order immediately in the following situations:

• The product packaging is broken.
• The product is defective.
• The order is in disagreement with the request.

My product arrived damaged, how can I exchange it?
We respect the legal guarantee of 30 (thirty) days for any defects, as long as they are not due to incorrect or inappropriate use or storage. Once the defect is proven by sending photos and answering some questions, we will exchange the damaged product or refund the amount paid, at the consumer's choice. Information needed for exchanges:

• Full name of the customer
• Customer CPF
• Order number and / or invoice
• Customer phone (s) with area code
• Reason for exchange (description of product defect)

Is the credit card payment process secure?
Our credit card billing system is 100% secure. The numbers are encrypted and are not stored in our database, being sent directly to the credit card company.

Is the site secure?
All operations performed on the site are encrypted and 100% processed by computer, without human intervention. This security is certified by the Payment Card Industry Data Security Standard (PCI DSS), and by Shopify Secure which follow all legal rules. Our recommendation is that you check the "closed lock" icon at the bottom of your monitor during your purchase order.

Can I return the product if I change my mind?
When making a purchase on the website you have a period of 7 (seven) days from the receipt of the product to withdraw your purchase. In this case, as long as the product is intact and without any signs of use, you must return the product, and you can choose to refund or exchange the product. To request the exchange and / or return, you must request a return Form by clicking here. Within 24 hours, you will receive the postage code by e-mail to proceed with the return to our Distribution Center. The email contains all the important details to complete the process. Bearing in mind that the shipment must contain the product to be returned, in full and unopened packaging, with all components in perfect condition and unused and the purchase invoice. Upon receipt of the returned product (s), the virtual store team will carry out the analysis of the goods to assess whether they meet the criteria stated above. If so, the team will initiate the exchange or refund procedures.

Other important information:
• Samples and gifts will not be exchanged
• In the case of payment by credit card, the chargeback will take place within a maximum period of 2 (two) card invoices after the date of approval of the return. This period is established by the credit card companies.

What are the paying methods you offer?
Credit cards of the brands: Visa, Mastercard, Diners, American Express, ELO, Hipercard in up to 10x without interest. Bank slip. The credit card numbers provided by the user are registered directly in the card administrators' database, not allowing third parties to access this information. When informing the data to the administrator, it checks the online transaction performed and returns only with the information of release or not of the purchase, so that the User's bank details are not revealed. After making any purchase, if there is any error or divergence in the data offered that may cause delay in the delivery of the order, the User will be informed through the email address offered in the registration.

When will my order arrive?
Delivery times will vary according to the location and form of payment. The estimated deadline can be viewed the moment you inform the delivery address of the order.
* The deadline for delivery starts from the approval of your order. Exceptionally, deliveries can take place on Saturdays, Sundays and holidays.

What is the deadline for approval of the application?
In the case of a credit card, the average term is up to 48 hours. If your order has not been approved, please contact our Customer Experience Center by clicking here.

How much is the freight?
The freight value varies according to the delivery location.
To know the exact value, consult it at the time of purchase.

How do I delete my account?
Log in to your account. Go to the bottom of the "Account information" section and click "Delete Account". Alternatively you can contact us at NU@mybeautybrand.com or through our live chat here.


COVID-19
Taking care of the health and well-being of our employees and customers is our priority. During this period of guidelines set by the government for social detachment, we are committed to maintaining a safe working environment in our warehouse for those who care for and ship their orders. Due to the measures we are taking to protect the health of our employees - and yours - our shipping time has increased and we have noticed some delays in postage. We appreciate your patience and partnership, we are working together on this.

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