At Ponto de Amor, we work with our hearts so that each piece is perfect. However, we know that unforeseen events can occur during the artisanal process and transportation. If you are not satisfied, we are here to listen and resolve.
1. What to do if you have a problem? 🛠️
If your piece arrived damaged, with a personalization error, or if the experience was not what you expected, we ask that you contact us before any other action.
- Our promise: We will resolve the situation with top priority. We want your memory to be a source of joy, never frustration.
2. How to open an incident/complaint: 📝
Before contacting us, we ask that you fill out the defect report form. This way, our team receives all the necessary information and can analyze your case more quickly.
When filling out the form, you should indicate:
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Order Number (Ex.: #1234)
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Description of the Problem (briefly explain what happened)
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Photographs (if the problem is visual, such as a damaged piece, personalization error, or damage to the packaging)
3. Response Times ⏳
We are a human team and we analyze each case individually.
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We respond to all complaints within 24h to 48h business hours.
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Important note: Do not worry about the time it takes us to respond; once your message is sent within the deadline, your right to resolution is guaranteed.
4. Electronic Complaints Book 📑
We strictly comply with all legal standards. If you wish to file a formal complaint through the competent authorities, you can access the Electronic Complaints Book through the link available in the footer of our website.
Your opinion helps us grow. 🤍 More than a sale, we want to create a relationship of trust. If something went wrong, give us the opportunity to correct it. Your satisfaction is our highest priority.