This policy applies to deliveries for purchases made directly from the OnEll store. Before paying, check the address, transportation option, shipping cost, and delivery time stated for your order.
Coverage and postal code lookup
OnEll serves addresses in Brazil according to the availability of transportation services for the Brazilian postal code (CEP) and the shipment's characteristics. The calculation considers origin, destination, item quantity, gross weight, and the dimensions of the packed parcels. A postal code recognized by address autofill does not mean that a delivery service is available.
If there is no quote for the combination of address and products, ask support for guidance. There is no general promise of free shipping or service by a particular carrier. Promotional terms, when available, must be expressly described in the offer.
Shipping cost and total delivery time
Available options and their prices are shown before purchase confirmation. The total lists products, applicable discounts, and shipping separately. The terms accepted in the order must be honored; we do not charge additional transportation costs without prior information and the customer's valid agreement.
The stated delivery time takes account of the preparation and transportation terms presented during the purchase. Check when the period begins and whether it is counted in business days. Payment confirmation is communicated separately from shipping. Financial approval alone does not mean the product has been dispatched.
Changing the address, quantity, or service before completing the purchase may require a new quote. After the contract is formed, a customer-requested change will be assessed, and its effects and any cost will be explained before acceptance.
Address and receipt
Enter the postal code, street, number, additional address details, neighborhood, city, and state correctly. Tell support about access restrictions that may affect delivery. Correcting an address after dispatch may depend on the carrier; contact us as soon as you notice an error.
Arrange for a person able to receive the shipment to be at the location, according to the selected service. Deliveries to building security or reception follow the terms applicable to the address and carrier. If an attempt is unsuccessful, track the incident and ask for guidance. We do not assume a fixed number of attempts for every service.
Tracking delivery
View the order through your account or the access provided for the purchase. When made available by the carrier, a tracking code lets you follow the shipment. Status notifications complement this tracking.
If a shipment is marked delivered but you have not received it, check with building reception or the authorized recipient and notify OnEll. The team will check proof of delivery and continue working toward a resolution; an electronic status alone does not close a dispute about receipt.
Damage, a different item, or a missing package
Check identification and, when possible, the packaging's condition when receiving the shipment. If there is visible damage, record the issue with the delivery person and contact us. Photos of the packaging, label, and product help the investigation when it is possible to take them.
You may refuse a delivery with obvious damage or an incorrect item and inform OnEll of the reason. Receipt without a written reservation, lack of a photograph, or inability to open the packaging in front of the delivery person does not remove your statutory rights, including rights concerning problems noticed later.
Delay or non-delivery
If the agreed deadline is missed, contact delivery support. We will explain the incident and available alternatives. Logistics issues do not automatically transfer responsibility for resolving the problem with the carrier to the customer.
When an offer is not fulfilled, the consumer may choose fulfillment, accept an equivalent product, or cancel the purchase with reimbursement, without prejudice to other statutory rights. A new estimate does not replace the agreed terms without your consent.
For returns, withdrawal from a purchase, or a product issue, read the Exchanges and Returns Policy.