Frequently Asked Questions

 

Placing an order
Order status
My account
Shipping
Returns
Customer service and guarantees
Security and privacy policy
Product information
The Brastilo community
Company information

 

PLACING AN ORDER

 

How do I place an order?

  • Brastilo makes it easy for you to place your order in the way that's most convenient for you.
  • ORDER ONLINE: To add an item to your order, type in the quantity you wish to purchase in the "Quantity" box and then click the "Add to Order" button. You will automatically be taken to the Shopping Cart page and walked through the checkout process. Click on the "Continue Shopping" button if you are not ready to check out. It's fast and easy!
  • ORDER BY PHONE: Call 877-272-8450 to speak with a customer service representative:
       Monday through Friday: 8:00 A.M. - 11:00 P.M. (EST)
       Saturday and Sunday: 12:00 P.M - 9:00 P.M. (EST)
  • ORDER VIA EMAIL: Send your order to: CS@Brastilo.com. All emails will be answered within 24 hours.

 

What can I expect when I place an order online?

  • Once you've placed your order online, you'll immediately receive an email confirming that your order is being processed. When your order is ready to be shipped, you'll receive another email with shipment and tracking information. For orders being shipped via our White Glove service or for larger orders being shipped via our Front Door Service, you'll be contacted in advance to schedule a delivery time that is convenient for you.

What forms of payment do you accept for purchases?
  • We accept several credit cards, including Visa, MasterCard, American Express and Discover.

 

Do you charge my credit card when I place my order or when it's shipped?

  • Your credit card will be charged at the time you place your order. Charges will appear on your credit card statement as "Brastilo, Inc." We cannot release your order without prior approval from your credit card provider.

 

How can I change or cancel my order?

  • We understand that you may change your mind after making your selection. All orders may be cancelled without penalty within 24 hours of purchase. After this time, they are to be considered "in process."

    For orders cancelled more than 24 hours after purchase, but which have not yet been prepared for shipment, a 15% administrative fee will be deducted from any refund issued. A 30% administrative and restocking fee will be deducted from your refund on all orders cancelled after 24 hours that have been prepared, but not yet shipped.

    Once an order has shipped, it cannot be cancelled. If you refuse an order, roundtrip shipping costs will be deducted from your refund in accordance with our standard Return Policy, here.

 

ORDER STATUS

 

What happens if an item is on backorder?
  • Because artisans handcraft our unique accessories, supplies are often limited, and items may be "out of stock" from time to time. To receive notice of when a backordered item becomes available, contact us at CS@Brastilo.com or 877-272-8450, making sure to reference the item name or stock number.

 

How often is the Brastilo website updated for inventory availability?

  • We update inventory on our Web site on a daily basis. Sometimes, because only a limited number of an item is made, it may be discontinued by Brastilo without prior notice. If you have ordered a subsequently discontinued item, we will contact you with a replacement recommendation. If you choose to cancel the order, you may do so without penalty.

    Prior to processing your order, we will verify the availability of the item(s) you ordered. From time to time, there may be items that are backordered or out of stock. We will notify you with an estimated "in-stock" date and delivery estimate. However, we will not be able to give you specific shipping information until the item has been restocked.

 

How can I check the status of an online order?

  • You may track your order by logging onto your account on Brastilo.com. Click on the "Order Tracking" link on your account page. Alternatively, contact our Brastilo Care Center by calling 877-272-8450 or by emailing us at CS@Brastilo.com, and we will help you check the status of an order.

 

Do you charge taxes?

  • Sales tax is not charged unless you are a resident of the state of Florida. Florida sales tax is 6%. It is your responsibility to meet the sales tax requirement for your state.

 

MY ACCOUNT

 

Why should I create an account?
  • To place an order, you'll need to create an account. With an account, it's easy to track current orders, see your order history and store your shipping information to simplify ordering in the future. Your account also enables you to add your own reviews of Brastilo products, keep a list of your favorite items, and stay informed of events and specials. For security purposes, we do not store credit card information in your account.

 

What if I forget my account login password?

  • Click on "Lost My Password" button. You will be asked to enter your email address and we will email the password to you.

 

What is "My Favorites"?

  • To create a better shopping experience, Brastilo helps you keep track of items you're interested in, but not yet ready to purchase, by adding them to My Favorites. Think of it as a "Wish List" or "Gift Registry". When you return to Brastilo.com, you will quickly find the items you're considering in one convenient location.

    But don't wait too long! Because our accessories are handmade exclusively for Brastilo, they may be available only in small quantities - and only for a limited period of time. So when something catches your eye, it's best to be a smart shopper and grab it right away.

 

SHIPPING

 

What shipping options do you offer?

  • Front Door Service includes delivery to your home, but items will not be brought inside. Some items may require minimal assembly, such as leg attachment.

    Single pieces weighing less than 125 pounds will be shipped via standard ground service. You will receive an email notification, confirming shipment and tracking information.

    A professional delivery company will deliver large items or orders with multiple furniture pieces to your "Front Door". The delivery service will contact you 1 to 2 days prior to scheduled delivery to provide you with a delivery confirmation number, as well as a telephone number in the event that the delivery needs to be rescheduled. You must be present at the time of delivery.

    In the event that you need to reschedule delivery, or if you are not able to be present at the time of delivery, please immediately contact the delivery service company at the telephone number provided in your delivery notice. If the delivery is scheduled and no one is home, you will be responsible for a redelivery fee that must be paid prior to the next delivery attempt.

    White Glove Service: This premium shipping option includes carrying items inside your home (up to 2 flights of stairs), unpacking, setting up the items in the room of your choice with 30 minutes of light assembly, and removing all packing materials to your nearest trash receptacle.

    Accessories, with the exemption of chairs, are shipped via a parcel service.

 

Why do Brastilo's prices for furniture items include shipping?

  • We realize that style, quality, and price all play an important role when you shop for furniture. We include the cost of shipping in our furniture prices so there are no surprises, or disappointments, at checkout. It's another way we make buying furniture an enjoyable, stress-free experience.

 

What days/times can I request delivery?

  • Home deliveries are usually made Monday through Friday between 8 A.M. and 5 P.M. Currently, we do not delivery on weekends. Exact delivery dates and times will be available when you are contacted by the home delivery service to set up your delivery date and four-hour time window.

 

Can you ship orders to an APO, FPO, P.O. Boxes, Canada or other locations outside the United States?

  • Brastilo currently ships anywhere within the continental United States. At this time, we do not ship to Hawaii, Alaska or Puerto Rico nor are we able to ship to Canada or other locations outside the United States. We also cannot deliver to APO, FPO, PO Boxes or personal mailboxes.

 

I have special delivery requirements. How can I alert you to these?

  • When making a purchase, type your special instructions in the Delivery Instructions box during Checkout.

What do I do if there are delivery time, truck size, or weight restrictions on the route to my home?
  • In the event there are delivery time or access restrictions (such as in gated communities), or truck size or weight restrictions on the route to your home, your street, the access to your driveway, or your driveway, please notify the delivery service when making your initial delivery appointment.

    In many cases, the delivery service may be able to arrange for an alternate vehicle to complete your delivery. You will be required to reimburse the delivery company for associated costs or fees to accomplish what would be considered a special delivery. If the delivery service must use a ferryboat, you will be asked to pay the associated fees.

How quickly will I receive my order?
  • Once your order has been placed and processed, most large items take 10-14 days for delivery. Contact our Brastilo Care Center or click on the Order Tracking button in your account to check on the status of your order.

Is there ever a time when I will be charged extra for delivery of furniture?
  • Under normal circumstances, no. Even though Brastilo prices include delivery, please be aware that if you refuse delivery without prior authorization of items that are not damaged or defective, you will incur roundtrip freight charges and a 30% restocking fee.

    If the furniture does not fit into the room or house, the delivery service will not return the merchandise without authorization from Brastilo. In this case, you are responsible for the roundtrip freight cost and a 30% restocking fee.

    If you have any doubt about whether a piece will fit, first purchase a Will-it-Fit? Kit. You'll receive a life-sized paper cutout to help you see the actual "footprint" of a specific piece of furniture in your home (as well as finish samples to let you see the color and texture). After ordering your Will-it-Fit? Kit, make your Brastilo purchase within 30 days to take $25 off furniture purchases totaling $500 or more.

    In addition to measuring the room where you will be installing the furniture, we suggest you also measure doorways, hallways, stairways, and other access routes from the home entrance to the room of placement. Allow three inches clearance in addition to the dimensions of the items you are purchasing to insure fit. All walking areas must be clear of obstructions to ensure you will receive your delivery.

 

How will my order be packaged?

  • We do everything possible to ensure that Brastilo furniture is delivered in pristine condition. We use multiple layers of protective foam, cardboard, and other shipping materials to avoid scratches or dents from occurring during delivery.

 

CUSTOMER SERVICE AND GUARANTEES

 

How do I contact customer service?

  • Call 877-272-8450 to speak with a customer service representative:
       Monday through Friday: 8:00 A.M. - 11:00 P.M. (EST)
       Saturday and Sunday: 12:00 P.M - 9:00 P.M. (EST)
  • Or contact us through email: CS@Brastilo.com. All emails will be answered within 24 hours.

 

What will you do to make sure that I am satisfied with my purchase?

  • We want you to love your new Brastilo furnishings, and we'll do what it takes to guarantee that your experience with Brastilo is positive in every way. So here's our promise to you:

    You must be completely satisfied with your Brastilo purchase, or you may return it for a refund, credit, or exchange within 7 days. Our hassle-free return policy and flexible exchange plans make it simple and easy.

    Brastilo is committed to bringing you only the finest Brazilian home furnishings from the world's top designers. Our products are designed and manufactured not only to meet your expectations, but to exceed them. You can buy with confidence, knowing that should any issue arise, we'll do our best to resolve your problem quickly and fairly.

 

What if my product arrives damaged?

  • We contract with professional furniture delivery services. All products are fully inspected and in new condition before being shipped from the Brastilo warehouse. Please inspect your items while your delivery is in progress. It is your responsibility to fully inspect the merchandise for any in-transit shipping damage while the delivery service is present.

    If you discover damage to the merchandise or the cartons, note this on the freight bill and contact our Brastilo Care Center immediately at 877-272-8450. Do not refuse or return the merchandise, if the defect or damage is noted on the delivery bill. We will make arrangements for an in-home furniture master craftsman to analyze your items. It will be helpful if you provide photos of the items in question, and forward them to CS@Brastilo.com. In most cases the technicians will be able to restore your furniture to like-new condition. If a repair cannot return you purchase to acceptable condition. We will replace the damaged item at no additional charge to you.

    For your protection, damages or defects must be noted on the freight bill. This allows Brastilo to reorder and or replace the item. If the merchandise is damaged beyond repair at the time of delivery, contact our Brastilo Care Center at 877-272-8450. You may be advised to refuse only the damaged item and not the entire order. Redelivery fees will be applied to refused or undamaged items. We cannot repair or replace any items that are not noted on the freight bill prior to releasing the delivery agents.

    For missing parts, please contact us by phone at 877-272-8450 or email CS@Brastilo.com; within 24 hours of receipt to begin the replacement part(s) order process.

 

PLEASE NOTE:

By clicking the "Continue" button at Order Confirmation you are agreeing to the Terms and Conditions of Brastilo.com regarding Return, Damage, Exchange and Cancellation Policies.

RETURNS

 

What is your return policy?

  • Refunds for cancelled or returned orders will be credited back to the original credit card used to make the purchase. Refunds for cancelled orders will be processed within 3 business days. Refunds for orders that have already shipped or are in the process of being returned will be processed once merchandise is received in our warehouse. All refunds will be processed less applicable shipping, restocking, or cancellation fees.

    In the event that the original credit card is no longer valid, Brastilo will issue a check to the billing address on the original order.

 

SECURITY AND PRIVACY POLICY

 

When I submit credit card information online, is it secure?

  • Brastilo maintains safeguards to protect against unauthorized disclosure, use, alteration and destruction of the personal information in our possession. All personal information input by you and transmitted to our Web site when you place an order or provide personal information is protected by password and by an encryption using Secure Socket Layer Technology ("SSL"). VeriSign(r) Secure Site Pro with Extended Validation 128-bit SSL encrypts ordering information such as your name, address and credit card number. However, Brastilo cannot ensure or warrant the security of any information you transmit to us by e-mail, and you do so at your own risk.

 

Will your company sell or rent my email address to other companies?

  • The personal information Brastilo collects is primarily intended to confirm and process sales transactions, to contact you with questions or communications about your order, offer new products and services, or to respond to your customer service inquiries. Brastilo does not sell, rent or trade with third parties any personal information you provide to us.

    For complete details on our privacy policy, click here.

How does your site protect my privacy?
  • Brastilo has instituted policies and practices intended to ensure that your personal information is handled in a secure manner that respects and protects your privacy. For complete details on our privacy policy, click here.