FAQ

1. Is the website reliable?

Yes, the website vivianatelier.com adopts robust digital security practices and legal compliance. All transactions made on the platform are protected by TLS (Transport Layer Security) encryption, enabled by a valid and updated SSL (Secure Sockets Layer) certificate, ensuring the integrity and confidentiality of the transmitted data.

Additionally, the store operates with widely recognized payment gateways such as Stripe and PayPal, which comply with PCI DSS (Payment Card Industry Data Security Standard).

The website also follows privacy policies compatible with the LGPD (General Data Protection Law). For more technical details, you can consult our Privacy Policy or contact our specialized support team.

2. Why does the store offer free products?

Offering free products is part of our advertising and marketing strategy. These products tend to spread faster among our target audience, encouraging word-of-mouth marketing and increasing our base of satisfied and recurring customers.

Instead of investing heavily in paid advertising, we promote free products to build credibility and popularity — both essential for the growth of our online business.

3. Do I need to buy paid products to get the free ones?

No! You may choose only free products. However, when adding paid products, the shipping cost per item may be reduced.

4. Do you offer discounts on paid products?

Yes! We seasonally offer discount coupons valid for paid products, such as 10% off your first purchase or 10% off a future purchase.

5. How much is shipping for free products?

Shipping costs depend on the product’s origin, quantity, delivery address, and selected shipping type:

• 1 free product: shipping will cost up to US$8
• 2 free products: shipping will cost up to US$11
• 3 free products: shipping will cost up to US$14

6. How much is shipping for paid products?

Thanks to our global distribution partnerships, we offer free shipping for most paid products on our website.

7. Are all products shipped internationally?

Not all. However, many physical products are shipped directly from our international suppliers. For example, our print-on-demand paintings are fulfilled by an international partner that ships globally.

8. What is the shipping time?

The shipping time varies depending on the nature of the product and the supplier's origin:

• Digital products: Available for download immediately after payment confirmation.
• Non-customized physical products: Average processing time is 2–3 business days before shipping.
• Customized physical products: Average processing time is 5–6 business days before shipping.

9. When will I receive the tracking code?

Suppliers typically take 2 to 6 business days to process orders and generate tracking codes. If you haven’t received one after 10 business days, please contact us.

10. Do all orders come with tracking codes?

Yes, 99% of physical products are shipped with valid national or international tracking codes. If a product doesn’t include tracking, you will be informed before completing the purchase.

11. Where can I track my order?

You can track your order using one of the following:

• Correios do Brazil: http://www.correios.com.br/sistemas/rastreamento/default.cfm
• Global Tracking: http://globaltracktrace.ptc.post/gtt.web/

12. Why do products take 7 to 26 business days to arrive?

We work with national and international suppliers (North America, Europe, Asia). Once your order is placed, it is forwarded to the supplier who ships it directly to your address.

International deliveries to Brazil may take up to 26 business days but typically arrive within 10 to 18 business days — similar to PAC delivery times within Brazil.

13. What is the delivery time?

Domestic products: 5 to 21 business days, depending on the destination.
International products: Includes supplier processing time, shipping time, and customs clearance.

Note for Brazil: Some packages may be held in customs (usually in Curitiba or Rio de Janeiro) for days or even weeks due to Federal Revenue inspections. This may delay final delivery. But rest assured — your item is on its way!

Average international delivery: 11 to 30 business days. It may be shorter or extend up to 60 business days due to customs delays. If your order is delayed, check the tracking. If unavailable, email us. The usual delivery time for European and North American countries is typically shorter than for other countries.

14. Since it's an international order, can I be taxed by customs?

Import tax responsibility lies with the final consumer. However, for most of our physical products, the import tax is already included in the price, preventing additional duty charges and surprises.

In Brazil, as of August 1, 2024, the new tax law (Law 14.902/2024) applies:

• Purchases up to US$50: 20% import tax
• Purchases between US$50 and US$3,000: 60% import tax, with a US$20 deduction
• ICMS: Additional state tax varies by destination