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Frequently Asked Questions

Delivery
Can COVID-19 change my delivery time?
We work to ensure that all orders arrive within the deadline set at the time of purchase, but due to the high volume of demand, it is possible that your product will delay a little. Any type of change or delay in delivery will be communicated via email registered on the site at the time of purchase.

What is the deadline?
The delivery time may vary according to the zip code and the chosen shipping option. You can check the delivery time available for the delivery address when placing your order, just place a product in "Shopping Bag", select "Checkout" and enter the zip code of the delivery address. You will automatically see the shipping options available for your order and the estimated delivery time, then just choose the one that best suits your needs 😊

Attention:
- - The delivery time of your product only starts to take effect from the date of payment confirmation, and is always counted in working days. This information will be sent via registered email at the time of purchase.

- Delivery dates may extend in situations such as excessive rain, risky areas and rural areas. We'll let you know if that happens, okay?

- Up to 3 delivery attempts will be made at the registered address and if none of them are successful, your order may be waiting for pick up at an agency or be returned to the Atulya distribution center. If this happens, we will inform you via email.

If, upon receiving the order, you notice that the seal on the box has been breached, refuse delivery and contact our Customer Relationship Center. If you identify the error after receipt, send us a photo of the item and we will inform you of the procedures you must follow.

It is important to remember that it will be necessary for you to return the product sent wrong for the new one to be resent.

How do I change the delivery address?
When logging into your account, go to “Overview”. On the left side there will be a menu where you will be able to access the option “My addresses”. Here you can edit, delete or add a new address.

If you are already in “My bag” and want to change the delivery address, just click on “Check out”, which will take you to the payment screen. The delivery address will appear on the right side, where you will have the following options: "Update your address" or "Deliver to another address". Attention! By clicking on “Update your address”, you will change your address for this order and for all others. When you click on “Deliver to another address”, the address is changed only for this order, in the next orders the address of your registration will be used.

Important: After completing your order and issuing the invoice, it is no longer possible to change the delivery address.

For more information please contact our Customer Relationship Center . Customer Relationship Center ..

Freight
To view the shipping conditions available to your delivery address, just make your purchase normally and at the end of the order enter your zip code to check the delivery options available for your region. Our delivery times and prices vary according to the zip code and the shipping option chosen at the time of finalizing the purchase.

See our shipping options:

- Normal: Shipping may be free for purchases above a minimum purchase amount (may vary by state and period) and you will be able to check the moment you enter your zip code in the shopping cart. If your order does not reach the minimum value for free shipping, the cost of delivery will be calculated according to the zip code of your delivery address.

- Express: Get your product even faster! This shipping option is available for some areas of Brazil. You can check if this option is available for your zip code by typing it at checkout.

- Super Express: This shipping option is available for only some areas of Brazil. Check the availability of the option before finalizing your order. If your payment is confirmed by 6 pm it will be delivered the next day. Delivery is valid only from Monday to Friday, except holidays.

- Withdrawal in store: you can also place an order through our website and request the withdrawal in one of our stores near you. As soon as you enter your zip code, a list of stores that accept this delivery method, and that have the desired products in stock, will appear to choose one of your preference. No freight is charged for this mode and you will be notified via email when your product is ready for pickup at the selected store. To withdraw it will be necessary to present identification document.
Exchange and Return

How to make an exchange?
You can request the exchange of your product within 15 calendar days of receiving the order. For defective products, the period is up to 30 calendar days from the receipt of the order. The exchange can be made for a product of the same value as the order, or the refund of the purchase price. To request the exchange, you must contact our Customer Relationship Center, where a post authorization will be made available and the product must be delivered to one of the post offices within the specified period. We provide home collection where a Post Office agent comes to your home to pick up the product you want to buy. If your region is not within the scope available for this modality, a postage authorization will be made available and the product must be delivered to one of the post offices. In case of exchange of defective orders, after the return, in case of unfavorable analysis, the product will be automatically returned to you, without prior communication, at the address of the original order and the exchange process will be canceled.

What are the terms for exchange?
You can request the exchange of your product within 15 calendar days of receiving the order. For defective products, the period is up to 30 calendar days from the receipt of the order. For both cases it is necessary to be accompanied by the Invoice (DANFE - Auxiliary Document of the Electronic Invoice).

How to return the product I want to exchange on the Atulya website?
To return it is necessary that you contact our Relationship CenterCustomer and request the post code to return or exchange via the Post Office. We provide home collection where a Post Office agent comes to your home to pick up the product you want to buy. If your region is not within the scope available for this modality, a postage authorization will be made available and the product must be delivered to one of the post offices. Next to the product include the DANFE (Auxiliary Document of the Electronic Invoice) sent as an attachment with your order. Products must be shipped in a box, preventing damage to the return route. You can reuse the packaging in which you received Atulya products, hiding the sender / recipient information by wrapping it in brown paper. If you have more than one item to be exchanged, observe if they have more than one DANFE (Nota Fiscal), because, if they are described in different documents, the items must be packed separately. If the items are in the same DANFE (Nota Fiscal), proceed with the shipment in the same box. If it is necessary to take the product to the authorized post office, simply inform the attendant of the code number.

Can I exchange my product at a physical store?
No, it is not possible. If purchased on the website it must go through the normal exchange process. The product arrived, but an item is missing, how should I proceed? If your product arrived with a product or accessory missing, you should immediately contact our Customer Service Center and send a photo of the order received with the missing items. If the lack of the product is proven through internal processes, and it is still available in our stocks, a new product will be sent to the registered delivery address. If the product is unavailable in our stock, the purchase will be refunded.

After the exchange is requested, how soon will I receive my order?
Our exchange terms may vary according to the item purchased and the location of delivery of the product. As soon as the product arrives at our distribution center, the deadline for analyzing and releasing the exchange order in our stock is up to 30 calendar days, counting from the product posting. After this date, the product will be sent and a new delivery period will be informed via email.

Gift orders
In case of cancellation of the purchase or return of products, the gifts corresponding to the products to be returned must also be sent to Atulya.We do not exchange gifts, only in case of defect and if it is available in stock. Gifts granted on purchases over a certain amount must be returned if the cancellation of items interferes with the final purchase price. If the final value of the bag remains at or above the value that entitles the gift, there is no need to return it. How to exchange a gift? On the Atulya website, you can exchange defective products within 30 calendar days after the date of receipt.
In this case, the person who gave you the gift must contact Atulya and make the exchange, within the rules of exchange and return.

How to exchange a defective product?
To request the exchange, just contact our Customer Relationship Center, informing the order number, which product you want to exchange and the reason for the exchange. You will need to send a photo of the defective product. We will make a posting authorization available via email so that the item is returned to one of the Post Offices for posting. After the return, in case of unfavorable analysis, the product will be automatically returned to you, without prior notice, at the address of the original order and the exchange process will be canceled. If the defect in the product is confirmed, you can choose between exchanging for the same product or reversing the value of the product in question. If you receive any product other than your order, refuse delivery and contact the Customer Relations Center immediately. If the seal on your package is also broken at the time of delivery, refuse to receive it.

I received a different product than the one I bought, what should I do?
If you identify the error after receipt, do not tamper with the product packaging and immediately notify our Customer Relationship Center. If the product is unavailable in our stock, the product value will be reversed. It is necessary that the incorrect product is sent for the new one to be resent. If you have used a discount coupon for the purchase, the return of values ​​is made according to the actual amount paid for the product. For more information follow the link to the Consumer Protection Code: We provide the link below to consult the Consumer Protection Code, Law No. 8,078, of September 11, 1990. #".

Cancellation

How is my money refunded when the purchase is canceled?
The reversal of your order must be requested through our Customer Relationship Center, , and it can be done in two different ways, depending on the type of payment you requested at the time of purchase.

If the payment method chosen was the bank payment slip and the payment has not yet been made, the order will be automatically canceled on the payment due date, without any charge to you. If you have already paid the ticket, we will refund the amount through a refund in the account of the holder of the purchase within 10 working days.

In the case of a purchase made with a credit card, the refund of the total or partial amount will occur through the chargeback on the credit card used at the time of purchase within 35 working days from the date of the chargeback request. After this period, consult your credit card company to find out how the chargeback will be issued on your invoice.

Attention! The refund of the amounts will be processed only after receiving and analyzing the conditions of the product (s) at our Distribution Center.

My requests

How can I track my order?

Tracking the delivery of your order is very simple!

Just access our website, log in to the "my account" area, access "My orders", choose the order you want to consult and click "View details". You will see the name of the carrier that will deliver your order.

If your order goes through the post office, click on “My orders”, choose the order you want to consult and click on “See details”. Click on "Track delivery" and "track your order", you will have the information of the agency where your order is located and the status of the delivery progress.

Orders sent by post may eventually be available for pick up at an agency (post office). The withdrawal must be carried out by the person responsible on the invoice, presenting a photo ID (RG or CNH).

How do I know that my payment has been approved?

We have sent you a payment confirmation email. Or, if you prefer, you can follow it on the website under "My Orders".

Does Atulya make active contact?

Yes, we will call you if we identify any unforeseen events in your order process. And, also, if it is necessary to confirm some information for data analysis.

Can I check the product's reputation and also rate the product?

Of course! Your opinion is very important to us! To do this, just choose the product you want to evaluate and click on it, it will appear on the entire screen of the website and just below the "Buy now" will have 4 tabs being: "Description", "Application advice", "Result", and “Ratings and Tips”, by clicking on the “Ratings and Tips” tab, you can check the opinions of other customers and also expose your opinion about each product in the showcase. At the end of the page, click the “Rate” button and you're done!
Register

How do I register on the Atulya website?
To register, hover your mouse over the "Hello! Log into My Account" option at the top of Atulya's website. Then click on the option “Don't have an account? Start Here ”, enter the requested data and click“ Continue ”. Just fill in your requested data and you will soon have your registration completed to be able to make purchases on the site.

You can also register by clicking here. We will redirect you to the page you need

Did you know that you can buy with us anywhere? Just access our website through your mobile phone or download our application!

I forgot my password
If you forgot your password, just click on “I forgot my password” and enter the registered email in the field indicated. You will receive your login and password to access the site in your email. If you do not remember the registered email, just contact Atulya through our Customer Relationship Center Ah, important to tell you: On 06/16 we changed our site, if it is your first access since 06/16 you will need to register a new password. Just access the login area and click on "register a new password", and you will receive an email to complete the change.

How do I make changes to my registration?
Log in to the website and click on "My orders" on the left side you will have the following options:
- Personal Data - Here you change your registration data;
- My addresses - Here you can consult, edit and create more delivery addresses. Attention: the delivery address can only be changed before confirming the order in progress.
- My orders - Here you see the history of your orders, such as invoice number, order details (items and delivery address), and values.

I was informed that my login already exists in the database. What should I do?
In this case your email has already been registered. If you do not remember your password, click on “I forgot my password” above the password field to receive an email with password recovery instructions.
If you do not remember the registered email, you can contact our Customer Relationship Center, with your document in hand.

Services

Is there a minimum purchase price?
There is no minimum purchase price.
Credit card purchases can be paid in up to 10 installments without interest, respecting the minimum installment amount of R ₹ 10.00.

Does Atulya have a sales channel for companies?
No, Atulya does not have a sales channel for companies, we sell only to final consumers (individuals with their email) with a limit of 5 units of the same product.

Does Atulya sell wholesale?
No, Atulya does not sell wholesale. The maximum quantity of the same product per order is 5 (five) units.

What are the Customer Relationship hours?
For your convenience, our Customer Relationship Center works from Monday to Friday from 8 am to 8 pm via chat, Whatsapp and e-mail and telephone from Monday to Friday from 9 am to 6 pm. On Saturdays from 9am to 4pm via chat, Whatsapp and email. Due to Covid-19 and the high demand on our channels, service may take a little longer than normal.

Payment methodes

Can I change the payment method for an order placed?
No. After finalizing your order, it goes on to analyze the registration data with a term of up to two business days, and immediately after the analysis is finished, the collection is made, with no way to change the form of payment.

What payment methods are available?
You can pay for your purchases using Atulya Herbel or Credit Card.
- Atulya Herbel: :In the boleto you make the payment in cash, just print the document and pay at any bank branch, Casa Lotérica or by internet banking until the expiration date that is printed on the boleto itself. Atulya will be notified and your purchase confirmed within 2 business days according to bank clearing. Payments made on weekends will be cleared on the next business day. To print your ticket, access your account, go to my orders, select the desired order and click on see details and just below the summary of your order, click on print ticket. Important: We do not send a printed copy of the ticket via post.
- Credit Card: Credit card purchases can be made in cash or in installments up to 10x without interest, respecting the minimum amount of R ₹ 10.00. We accept Visa, MasterCard, American Express, Dinner's Club, Elo and Hipercard. To ensure your security, all orders undergo an analysis of registration data.
If necessary, we can contact you to confirm data, so it is important that your data is always complete and up to date.

I made the purchase and did not print the ticket. How do I reprint?
It's simple! Log in to your account, access "My Orders", click on the desired order number, click on "view details" and choose the "Print Boleto" option. Important: We do not send a printed copy of the ticket via post.

What are the forms of payment in installments?
Credit card purchases can be paid in up to 10 installments without interest, respecting the minimum installment amount of R ₹ 10.00. You can also make your cash purchases on the card or Atulya Herbel..
My ticket expired and I did not pay. Is my order still valid?
No. The payment must be made until the due date, according to the date informed on the bank slip.

Can I pay with 2 credit cards?
No, payment can be made on just one card per order.

How does the order approval process work?
For your safety, we carry out a careful analysis of all orders received, thus guaranteeing a delivery that meets your expectations.

Physical store

How does the store pick-up process work?
Upon arriving at the store, inform the consultant that you have removed a product that was purchased through the website. You will need to present an identification document and your order number.

I placed an order to pick up at the physical store, can I change to receive at another address?
It is not possible to change the delivery method after completing the purchase.

What are the documents required to pick up the order at the store?
When removing the product you will need to present a photo ID and your order number.

What is the deadline to pick up the order at the store after receiving the pickup confirmation email?
After receiving the email that the order is ready to be picked up at the selected store at the time of purchase, you will have 7 calendar days to pick up your product (s).

What happens if I don't pick up my order at the store within 7 business days?
After 7 calendar days of receiving notification that the order is ready to be withdrawn, the order will be automatically canceled and the amount automatically refunded.

New Customer

How do I make a purchase on the Atulya website?
Shopping at Atulya is easy and safe.
o start you need to create a registration on our website. Click here and we will redirect you to the page :)
After registering you can now login to our customer area and start your online purchase! Here are some tips:

1. Choose the product you want to buy and click "add to bag". A message will appear to continue shopping or go to the bag, if you want to add more products click on "continue shopping", if you have already chosen everything you need click on "go to the bag"..

2. When entering My Bag you will be able to change the quantity of each chosen product or remove it from the bag if necessary.

3. If you have a discount coupon, just enter the code in the field below “subtotal” and press ok, it will be applied to the order (wait for the page to load).

4. After verifying the total value of your purchase, freight charges and discounts applied, you can click on “check out” and check your shipping address. If you need, you can update or select another address for this delivery.

5.On the left side of the screen you can choose the payment method. When you finish filling out the information, just click on checkout.

Remember if:
- The delivery time starts to count from the payment confirmation. If payment is made via bank payment slip, pay attention to the due date informed on the payment slip. This modality can take up to two working days to process and your order starts to be prepared;
- To be able to take advantage of our discounts and win gifts, you must pay attention to the criteria of each campaign;

a)In Coupon campaigns, you must enter the coupon code in the field "Do you have a discount coupon?" and click on the "Apply" button.

b)For minimum value campaigns, the value considered to activate the award is the sum of the products. Therefore shipping and other fees are not considered.

Example: For purchases over R ₹ 299, get a beautiful Nécessaire. If the sum of the products placed in the cart is greater than or equal to R ₹ 299, you will win the gift. But if your order for products is less than this amount, even if the final value of your order with freight exceeds R ₹ 299, you will not be entitled to the prize.
- Products in the bag are no guarantee of stock reservation;
- The gifts are subject to stock.


How do I cancel my purchase?
If the payment method chosen was the bank payment slip and the payment has not yet been made, the order will be automatically canceled on the payment due date, without any charge to you..
If you made the purchase, received the product in perfect condition and still did not feel happy, you can request the cancellation via SAC, just access your account and send us a message, and we will handle the return request.
Rules for canceling purchases:
- Deadline for cancellation of purchase: The deadline for requesting cancellation of your purchase is up to 15 calendar days after receipt of the product;
- The product can be returned through home collection (consult your region) or through the post service at any post office. You can request the return of your merchandise through our Customer Relationship Center. Posting authorization is completely free of charge for the customer.

What are the rules for returning values?
Atulya Herbel: If the payment method chosen was the boleto bancário and the payment has not yet been made, the order will be automatically canceled on the expiration date of the boleto, without any charge to you but if you have already paid the boleto, we will make the return of amounts through a refund in the current account of the holder of the purchase within 10 working days.

Credit Cart: In the case of a purchase made with a credit card, the full or partial refund of the amount will take place through a refund on the credit card within 35 business days. After this period, consult your credit card company to find out how the chargeback will be issued on your invoice. The refund of the amounts will be processed only after receiving and analyzing the conditions of the product (s) in our Distribution Center.
ATTENTION: The refund of the values ​​will be processed only after receiving and analyzing the conditions of the product (s) in our Distribution Center.

Specials

I am unable to use a discount coupon.
If you are trying to use a discount coupon and are unable to apply it, check if the product you want to buy is already promoted, as the campaigns are not cumulative. Also check if your coupon is already expired, for these cases no new coupon will be available, so keep an eye on the expiration date, ok? Always check the discount regulation and the validity of this coupon in the footer of the email you received. If you received an exclusive coupon, it is necessary to be logged in our customer area to use it, because for your security the coupon is linked to your email.

How to use my discount coupon?
In "Minha Sacola", just below the "subtotal" you will find a field to enter the promotional coupon code, as soon as you type click on OK to apply the coupon to the order.

What campaigns does Atulya offer?
Atulya carries out several campaigns throughout the year. You can access them on the website itself on the "Promotions" page.
In addition, you can register to receive e-mails with our news and promotions, just fill in your e-mail and name in the field indicated at the bottom of the page. There, you will be on top of everything!
Important: Always check if the product you want to buy already has a promotional campaign, as they are not cumulative. You can find this information in the discount regulation you received by email.

Does Atulya send promotional e-mails?
Yes. Just register and receive our newsletters by email with all the security guarantee about the use of your email, which will be for any and all types of communication (including order updates).
When you register, you choose to receive emails with exclusive discounts, on the best products on the site, campaigns, news on the site.
Always check the validity period of email campaigns.
IMPORTANT: The campaigns received by email are exclusive and not cumulative.
If you are trying to use any current campaign on the website or any discount coupon you have received by email, check if the product you want to buy is already with a campaign, as the campaigns are not cumulative, always see the discount regulation that you received.

Can I share a product I like on my social network?
Of course you can! You can share the link to a product you like with your friends.

How do I receive a newsletter?
To receive the newsletter, click on the homepage of the Atulya website, at the end of the page register your email and name to receive Tips from Experts and Exclusive Advantages.

Can I make my purchases by cell phone on the Atulya Website?
Yes, just access the website https://atulyaherbals.com/ from your mobile phone, or download our application.

How can I submit a suggestion or criticism ?
If you want to send us a suggestion or criticism, you can contact our   Customer Relationship Center.

How do I request the duplicate of the Invoice (DANFE - Auxiliary Document of the Electronic Invoice)?
To request a duplicate of the DANFE (Auxiliary Document of the Electronic Invoice), please contact our Customer Relationship Center