Your products are shipped directly from our distribution centers located outside of Mexico. Our estimated delivery time is 8 to 18 days. We guarantee to send a tracking code so that customers can follow the progress of the delivery.
The delivery time may be extended in very specific cases, mainly due to problems such as: delays, strikes, recess, periods of high demand at Correos. All these situations are out of our control.
Namelixo guarantees that your order will be delivered. We would like to point out here that we assume the responsibility to reimburse the full amount paid for the lost or misplaced product before the delivery system Mexico, Correios, receives it.
1.1 What is this IOF that appears at the end of my purchase?
The Tax on Financial Operations is a federal tax instituted in 1966, by law 5.143 of the same year, and it is levied on all financial operations that fall under the following assumptions: credit operations, exchange operations, insurance and any other type of operations related to securities.
1.2. Taxed or encumbered products
1 - Go to the Post Office informed in the notification and report the refusal to receive the package. After a few days (in general, the deadline is 07 days), the goods that have not been picked up will be returned to the sender, i.e. your product will be returned to our employees abroad, without you having the trouble of picking it up and without paying taxes.
2 - Report the incident, as soon as possible, to our Call Center by email: Namelixo@hotmail.com, social networks and other forms available on this site.
We ask you to inform us about the tax collection, so that we can advise you on the procedure to follow.
3 - We will send you an identical product. This step of the process will have no cost for the customer. Important: At the time of reshipment, a new countdown for the delivery time will begin.
If you proceed differently than stated above, we are not responsible for any refund of fees or taxes.
If you do not wish to wait for the new delivery time, you can cancel the order by paying the tax. We remind you that any and all taxes levied on the product are the sole responsibility of the customer, and you should inform yourself of the import regulations in force in your country before making the purchase to be aware that this type of situation may occur with your purchase.
2. Order tracking Products will be shipped by Correios or another carrier and there will always be a Tracking Code that will allow the customer to follow the progress of the delivery. Namelixo undertakes to instruct the customer on how to track the products. The tracking code will be sent to your email after the order is shipped.
3. GENERAL CONDITIONS 3.1. Careful with the Order Addressing
Namelixo will send the products to the address you request. Therefore, in order to avoid problems with the delivery of your order, we kindly ask you to pay the utmost attention when filling in the address where you wish to receive your order.
3.2. Absent addressee
Make sure that someone will be at the address to receive your products during the scheduled delivery times. Correos makes three attempts to deliver the products. If there is no one at the address to receive the order at any of them, the package will be taken to the post office closest to the address. In this case, it will be necessary for the recipient of the package to pick up the package at the post office as soon as possible. Thus, returning to the sender, for the product to be delivered, a new purchase must be made, as the product is lost in the return and Namelixo does not recover this product.
All data relating to delivery attempts, as well as the address of the post office where the recipient should pick up the package in case of absence at home, are recorded in the order tracking, which can be tracked on the Correios website, using the tracking code provided by Namelixo.
3.3. Incorrect or incomplete address
It is the customer's responsibility to fill in the address correctly. In case of incorrect or incomplete filling, as determined by Correios, the package will be returned to the sender. In addition, in these situations the three delivery attempts will not occur, which is customary in cases where the recipient is not found. In addition, since the purchase must be returned to our distribution center, the local post office informs that it has no obligation and does not guarantee delivery of the product to the sender. Thus, the customer's error results in a loss for the store and, therefore, a new purchase must be made for the product to be delivered. In this situation, the customer loses the right to the return, since it was his error that generated the problem of shipment and return without guarantees to the store.
4. Delivery insurance Namelixo is committed to ensure that our customer does not suffer any damage at any time during the delivery process. Therefore, all purchases made with us are protected by a Shipping Insurance. If the 90 business day delivery period is exceeded and you have not received your order, simply contact our service team and request Delivery Insurance. This is the correct way to obtain a refund for your purchase.
CONSUMER LIABILITY If your order is not delivered due to a problem related to the customs process, we will study your case to find the best solution for your order.
If your purchase has any attribute that prevents the shipment to your country, such as battery or similar, due to local legislation restrictions, the responsibility will be of the customer and not of the store.
If you decide to import a product that has a technological feature that has some restriction by local law, the consumer is responsible for this type of impediment even before making the purchase in our store. If your purchase is stopped at any time by local inspection, we do not offer any kind of compensation, as the consumer must be aware of his country's legislation and import regulations.
Another case where the customer is responsible is with respect to the import license. If it is required in your country and you do not have it and still purchase from us, we have no responsibility for refund or delivery of the purchase. The customer is responsible for being aware of regulations regarding imports and other situations that may interfere with the purchase process or delivery of the purchase.
All import related fees, Financial Operations Tax (IOF) and other customs related fees or charges are the responsibility of the consumer as described in our terms and conditions. If your purchase is taxed or there is a need to pick up at the Post Office and it is not made by the customer, so that you refuse to pick up or pay the applicable charges or refuse to receive the order upon delivery to your address, we do not offer any compensation.
We make it clear that after leaving our distribution center, in this case the dispatch of the order, the transportation is in charge of the subcontracted logistics company. In this part of the delivery process, the ownership of the purchase already belongs to the buyer, this means that all the responsibilities and risks associated in the transportation are of the buyer.
The delivery of the product may be affected by several factors that are out of Namelixo's control and that may influence the delivery time of the purchase, since, from the moment the purchase leaves our distribution center, after the payment confirmation, we guide that, if the purchase is made as a gift or to be used in a special occasion, it should be made in advance.
The time of publication and delivery will be based on business days from Monday to Friday. In the case of major holidays, such as Chinese Lunar New Year or Christmas, we inform you that there may be a delay in relation to the estimated delivery time. During these types of events, we will inform our customers about these situations so that they are aware of possible delays.
customer conduct Namelixo is fully willing and committed to seek solutions to all problems or situations that may arise with purchases, in order to generate greater satisfaction to our customers. All this in a professional manner, with due respect and education. In this way, we expect our customers to treat our customer service employees in the same way. Eno We tolerate any type of aggressive, rude or obnoxious content with our team.
Behavior that is not considered acceptable and is directed at our service team or Namelixo, which can be classified in the following situations: Aggressive, threatening, abusive or even derogatory behavior. Other attitudes are also considered inappropriate, such as: any type of direct or indirect threat in any communication, language that sounds intimidating, verbal or personal abuse, sexist, racist, xenophobic, homophobic, derogatory or rude comments. Statements that serve to inflame other customers, profanity or even unfounded allegations will fall under the same group of offenses.
In case the customer continues with this behavior even after the search by our team for a reasonable and correct solution available for the situation in accordance with the rules of the site. Claims to our team that violate the rules set out in the company's policies, for example, cases of returns, delivery times, compensation or similar, which also seek a solution that is beyond our reach or that will come to break our practices or policies. Changing the reason for a complaint or the expected outcome, either in whole or in part, of a clear response submitted by our Customer Service.
Volume of uncompensated claims, which are not applicable in relation to the purchase value. This type of behavior may generate formal warnings and notifications about: “Your message is considered offensive, threatening, abusive and is considered completely unacceptable”.
Customers should refrain from this type of language, threatening or intimidating behavior. If the customer insists on this practice, conversations and attempts at resolution will be terminated, with Namelixo reserving the right to not accept any further orders from the customer in the future, without notice, continuing the reprehensible behavior.
FREQUENTLY ASKED QUESTIONS 1 - Can I trust that I will receive my purchases?
Namelixo bases its work in ensuring the satisfaction of its customers, so it has a team of qualified professionals, working for 7 years in the market of online sales, always valuing at all times the commitment, respect and honesty with our customers. We care about making clear and express all the information about the process of purchase and delivery of products. Transparency is our greatest commitment, that is why we are always ready to clarify any doubts through our call center and willing to do everything possible to ensure that your order is delivered safely and on time.
2 - Can I follow the delivery process of my purchase?
Yes, as soon as your order leaves our distribution center, we will send you the tracking code of your purchase in your registration email. Simply log in to the Correios website and access the “Inquiries and Requests” area and then click on “Item Tracking”. All information and updates about your delivery will be on this page and are the responsibility of Correios.
3 - My purchase has been stuck in “verification by the Federal Revenue Service for a few days with no movement. Should I be worried?
No. Each and every product entering Mexico must be verified by the Federal Revenue Service. This procedure is standard and provided for by law. Due to high demand, it may take a few days for your package to go through this process. Shortly after verification, it will be sent to Correios' distribution center, to be delivered to you as soon as possible.
4 - Between the day of my order and the arrival of my purchase, I changed my address and will not be at the address provided for delivery. What do I do?
We understand that this can happen and we are here to reassure you. In order to receive the purchase it will be necessary for the new resident to receive the purchase for you. In this case, unlike the absent recipient case, where the purchase undergoes three delivery attempts by the Post Office, if the letter carrier is informed that the recipient has moved, the purchase will be returned to the sender. Therefore, we ask you to follow the progress of the purchase with your tracking code. If the purchase is returned to sender due to a change of recipient, a new product will only be sent to a new order and new payment.
5 - I tried to track my order and saw that the package was not located in the postal flow of the post office. What does that mean?
This can lead to a delay in delivery. This notification indicates that the Post Office has not yet found the package registered with your tracking code among the packages received by them. This process may take a few days. Once found, the package will be sent to the nearest post office and then delivered.
6 - Can I change my delivery address?
You can, but we have a condition. To be able to make this operation of change of address, we only have the period of separation of the purchase after confirmation of payment. It is a short period, but it is the only way we can make the change of address and maintain the delivery time provided at the time of purchase.
7 - How long does it take to receive my purchases?
Our estimate is that you will receive your purchases between 8 and 18 business days. We remind you that the whole process can be accompanied by your Tracking Code.
8 - I bought more than one product in the same order but I only received part of them, is that normal and will the other products be delivered?
It can happen and you don't have to worry. The products may be from different suppliers and therefore will have different tracking codes for each supplier. In this case, deliveries may be made at different times, as there is a possibility that the packages will be released at different times by Receita Federal at customs.
