Effective Date: February 20, 2026
We have prepared this section to clarify the most common questions and provide a secure and transparent browsing experience at BrazilOpals. If you do not find what you are looking for here, our support team is fully available to assist you.
Section 1 - Orders and Purchasing Process
What is the procedure to make a purchase? Simply browse our catalog, choose the desired gemstone or jewelry piece, and add it to your cart. At checkout, fill in your delivery details, choose your payment method, and complete the transaction following the on-screen instructions.
Is it mandatory to have an account to buy? No, it is not mandatory. You can complete your order as a guest. However, creating an account at BrazilOpals allows you to manage your addresses, view your order history, and track delivery status much faster.
Section 2 - Payment Methods
What payment methods are accepted? We work with major credit cards (with the possibility of paying in up to 12 installments) and bank slips (Boleto Bancário). All transactions are processed in a secure, encrypted environment.
My payment was declined. What should I do? A denial may occur due to data divergence, lack of credit limit, or a preventive block by your bank. Double-check the entered information or contact your credit card administrator for authorization. See more in our payment policy: Payment Policy.
Section 3 - Logistics and Delivery
How long does it take for my order to be dispatched? After payment confirmation, our team requires 2 to 3 business days to perform the technical gemological inspection, secure packaging, and arrange for carrier collection.
What is the total timeframe to receive the product? The total time (preparation + transit) varies between 5 to 15 business days, depending on your location. The tracking code will be sent to your email as soon as the package is dispatched.
How can I track my package? You can monitor the shipment through our tracking page at BrazilOpals or by using the provided tracking code directly on the carrier's portal.
Section 4 - Exchanges, Returns, and Refunds
Can I cancel the purchase due to buyer's remorse? Yes. In compliance with Article 49 of the Brazilian Consumer Protection Code (CDC), you have up to 7 (seven) calendar days after receipt to request a cancellation due to remorse or dissatisfaction, provided the gemstone is in the conditions specified in our policy.
I received a damaged or defective product. What should I do? If the security packaging is tampered with upon delivery, refuse the receipt immediately. For technical defects (such as jewelry setting issues) identified after opening, according to Article 26 of the CDC for durable goods, the reporting period is up to 90 (ninety) calendar days. Send photos of the product and packaging to our support team at contact@brazilopals.com.
Who bears the return shipping costs? In cases of logistical errors or manufacturing defects, BrazilOpalscovers all shipping costs. For exchanges due to personal preference (e.g., color play, shape) or buyer's remorse, the return shipping cost is the buyer's responsibility.
How long does it take to get my money back? After the item returns to our center and undergoes a gemological inspection (which takes up to 3 business days), the refund occurs within 10 business days:
Credit Card: The refund is requested from the card issuer (the credit depends on your billing cycle and statement closing date).
Bank Slip (Boleto): Refund via bank transfer to an account held under the original buyer's name. See more on our return and refund page: Return and Refund Policy.
Section 5 - Security and Data Protection
Is my personal data safe? Absolutely. We operate with SSL certificates and strictly follow the LGPD (General Data Protection Law) standards. Your information is used solely for order processing and is never sold to third parties.
Does the site use cookies? Yes, we use cookies to improve your browsing experience and personalize offers. You can manage these preferences in your browser settings. For more details, consult our Privacy Policy.
Contact and Identification Information:
Company name: BrazilOpals
Legal name: J. DE C. RAMALHO - ME
CNPJ: 10.157.844/0001-02
Address: Rua Professor Jose Amavel 568, Cabral, Teresina - PI, Zip Code: 64000-550, Brazil.
E-mail: contact@brazilopals.com
Phone: +55 (99) 99999-9999
Business Hours: Monday to Friday from 9:30 a.m. to 5:30 p.m. (We do not provide in-person service).
Time zone: (GMT-03:00) — Brasília Standard Time (São Paulo)
Response time: We respond within 1 business day.
