FAQ
We provide in this area the most frequently asked questions in our store. If your question persists, please contact our Customer Service Center.
What payment methods are available?
You can make your purchase payment using the following methods:
Bank Slip:
With the bank slip, you make a one-time payment. After completing your order, print the document and make the payment at any bank branch, lottery agency, or through internet banking. Once the payment is confirmed, you will be notified, and your order will proceed to shipment.
The bank slips issued by us have a due date of 1 business day from the date of purchase. Payments made on weekends will be confirmed by the 2nd business day after the payment. No payment proof is required.
Credit Card:
With this option, you can split your purchases into up to 6 installments without interest, with a minimum installment of R$30. We accept the following credit card brands: Visa, Mastercard, Elo, Aura, American Express, and Hiper. Cards issued outside of Brazil are not accepted.
Credit card payments are subject to approval by the card issuer and fraud analysis performed by the store. To ensure your security, we may confirm some personal data by phone. Once the payment is authorized, we will be notified, and your order will proceed to shipment.
PIX:
With PIX, you make a one-time payment. You do not need to send us the payment proof as our payment system identifies it automatically. Once the payment is confirmed, you will be notified, and your order will proceed to shipment.
PIX via website:
Just add the product to your cart, and when selecting the payment method, choose the Pix option. A new window will open with the QR code, which you can scan directly with your mobile phone via your bank app.
PIX via app:
Follow the same steps until you reach the order payment page. On the completion page, you won’t see the QR code, but a code will appear. Just copy and paste it into your bank app.
Note: The code is valid for 4 hours. Keep an eye on it! If payment is not made within this period, the order will be automatically canceled.
How will I know if my order was approved?
After completing your purchase, we will automatically send a payment confirmation email. Be sure to check your spam or junk folder, as sometimes our email may be redirected there.
You can also track the status of your orders through our website. Click on 'Log In' located in the top right corner of the site and use your email and password to access the Customer Area. Then, click on ‘My Orders’ to check the current status of your order, and ‘View Order’ to see all related information.
I placed an order, but I want to cancel it. What should I do?
If the payment method selected was bank slip or PIX and the payment has not been made yet, the order will be automatically canceled by the due date of the bank slip, with no charges for you.
If the payment method selected was credit card and the order has not been shipped yet, we can process the refund with the card issuer. To do this, contact our Customer Service by clicking here.
I’ve already paid the bank slip. What is the approval time for my order?
Bank slip payments have a 2 business day approval period, due to the bank's clearing process. For slips paid on weekends, this period is extended to the 2nd business day after the payment. No payment proof is needed for our Customer Service.
I made the purchase but didn’t print the bank slip. How do I reprint it?
Access the Customer Center by clicking 'Log In' at the top right corner of the site and using your email and password. Then, click ‘My Orders’ and ‘View Order’ to see all the details related to the order.
You will also receive a confirmation email upon completing your purchase with a link to print the bank slip.
I scheduled the bank slip payment for the due date. How should I proceed?
If you scheduled the bank slip payment through internet banking, be aware that the payment must be registered in our system as soon as possible for faster shipment. In this case, we will wait for the bank's clearing, which will occur within 2 business days after payment confirmation. The shipping and delivery times will follow as usual once the order is approved.
My bank slip expired. What now?
Bank slip payments must be made within 1 business day from the purchase date, according to the due date stated on the document. If your bank slip expired and you still wish to buy the product, place a new order on our website, as the original order is automatically canceled when the bank slip expires.
My order is 'Under Review'. What does this mean?
To prevent fraudulent credit card purchases, we have implemented some security measures and data confirmation, conducting a thorough review of all orders through an automatic security and fraud analysis system.
In this process, we may contact you by phone to confirm personal details. This may delay the shipping or even cancel the order if there are discrepancies in the registered information.
My card was declined. What should I do?
The approval or rejection of a transaction depends entirely on your card issuer. The main reasons for rejection are: insufficient credit limit, expired or blocked card, or errors in entering the card details, including validity and security code.
We do not have access to the reasons for the rejection, so you should contact your card issuer to find out more about the exact reason for the rejection.
Try the payment again by accessing the Customer Area with your login and password. Go to 'My Orders', select the order you want, and click 'Change Payment Method'. You will be redirected to the payment screen, where you can choose a new payment method (another credit card, bank slip, or PIX).
What is the shipping cost?
Shipping costs are automatically calculated by our system when you finalize your purchase. The values are subject to change depending on your region. You can calculate the shipping cost by entering the delivery ZIP code when adding products to your shopping cart.
What is the delivery time?
The delivery time depends on the delivery address. Rosa Azul Kids serves all of Brazil. Our delivery times may vary depending on the chosen option. The cost and delivery time will be informed when you add the products you wish to purchase and the delivery ZIP code to your shopping cart.
Remember: the delivery time is considered only after the carrier picks up the package.
Can I split my purchases?
Yes! You can split the payment into up to 12 installments with no interest on Visa, Mastercard, Elo, Aura, American Express, and Hiper cards, with a minimum installment of R$30.
Can I track my order?
Yes! To check the history of a specific order, log into the Customer Area located at the top menu of the site by entering your email and password. Rosa Azul Kids sends all order information via email, including the Tracking Link to follow your purchases daily.
Can I exchange or return a product?
We do not work with exchanges, only with returns.
You have seven calendar days, starting from the delivery of your purchase, to notify us about a cancellation or defect.
The return process for purchase cancellation will only begin after the product is received at our distribution center and its condition is verified. If there is no evidence of use, we will cancel the purchase and refund the amount paid to the same account.
Any return must be communicated to our Customer Service so that we can provide detailed instructions on the process. Products sent to our Distribution Center without prior communication through Customer Service and without the Authorization for Return will be sent back to the sender without inspection.
For returns, you will receive a Postage Code, which must be presented at the responsible agency to ensure the process is completely free.
Where is Rosa Azul Kids located?
We are an e-commerce with a physical store located at Rodovia BR-470, Km 140, number 5400, Warehouse 7 – 89162-710 – Valada Itoupava, Rio do Sul – SC
Is Rosa Azul Kids trustworthy?
Buying from Rosa Azul Kids is indeed safe. We grew up with the internet, and we are amazed by the power this tool offers to interact with customers from all over Brazil. Rosa Azul Kids will always offer the highest quality products at the best price.
But back to your question: how can you know if Rosa Azul Kids is really trustworthy? Questions like these are common when shopping online, but we see them as a chance to show our qualities and prove that we are a completely trustworthy company.
It’s 100% Safe to Shop at Rosa Azul Kids
Here at Rosa Azul Kids, we work for the customer. We strive not only to meet needs but to exceed expectations. Our goal is to delight and provide consumers with the best shopping and service experience. Additionally, we have a qualification on our profile on Reclame Aqui, which you can check by clicking here.
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When clicking on the padlock, check if the certificate is issued for the same address as the page you are on.
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Check the certificate to see if it was issued by a trusted certification authority.
To issue a Server Certificate, companies undergo rigorous data validation to verify the domain ownership before the certificate is issued. If the company requesting the certificate does not own the domain, it must provide a power of attorney from the domain owner authorizing the management of the digital certificate.
Other certification authorities, from second and third levels, issue server certificates without any domain ownership validation process.
Do not trust certificates issued by a certification authority without public recognition, as they may be cloned or issued to a third party for misuse, leading to criminal actions.
Recognizing a secure website is easy. Just pay attention to the details.
This website undergoes regular security audits, performing thousands of tests to identify any flaws that could allow real hacker attacks, protecting your personal information from fraud.
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