FAQ
Frequently asked questions.
Quick answers about our products, orders, shipping and returns.
Products
Are your products authentic?
Yes. We only sell original products from Brazilian brands, sourced in Brazil and inspected before shipping.
Will the packaging be in Portuguese?
Yes. Products arrive in their original Brazilian packaging. Full information in English (what it is, how to use it and the ingredients) is on each product page. For regulatory status, safe use and other important notes, see our Disclaimers & Important Information.
How do I know which product is right for me?
Each product page explains who the product is for and how to use it. If you still have questions, contact us and we'll help you choose.
Are your products vegan or cruelty-free?
Many of them are. Look for the Vegan & cruelty-free line in "The details that matter" on each product page.
Orders & payment
Which payment methods do you accept?
All available payment methods are shown at checkout. Payments are encrypted and processed securely.
Can I change or cancel my order?
Contact us as soon as possible. Changes and cancellations are only possible before your order is packed.
Can't find a Brazilian product?
Our Personal Shopper service can find it for you. Tell us what you are looking for and we'll send you a quote before you buy.
Shipping
Where do you ship?
We ship from Brazil to the United Kingdom and all 27 countries of the European Union, with DHL, fully tracked.
How long does delivery take?
15–20 business days from order to delivery (business days exclude weekends and public holidays). Your estimated delivery date is shown at checkout, before you pay.
Will I pay customs duties on delivery?
No. Import duties and taxes are paid by us and already included in the total you pay at checkout, for every destination, so there is nothing to pay when your parcel arrives. For the UK and the EU, our prices already include VAT. See Shipping & Delivery.
How can I track my order?
You'll receive a tracking link by email as soon as your order ships. See Track Your Order.
Returns
Can I return a product?
You have 14 days from delivery to request a return. Cosmetics can only be returned if still sealed. See our Return & Refund Policy.
What if my parcel is held by customs?
Eligible orders are protected by our Guaranteed Delivery Program.
My product arrived damaged. What do I do?
Email us as soon as possible with your order number and photos of the product and packaging. We'll review it with you and find a solution.
Offers & discounts
How does "Buy more, save more" work?
Mix and match our beauty products (hair, body, skincare, makeup and flip-flops): 2 items get 5% off, 3 items get 10% off and 4 or more get 15% off. The discount is applied automatically in your cart. Weekly Picks don't count towards these tiers, because they already have their own reduced price.
What are the Weekly Picks?
A selection of 30 Brazilian favourites at 15% off for a limited time. The end date is shown on the Weekly Picks and on each product page; then a new selection starts. They already show the reduced price on the site, next to the regular price. Because they're already reduced, no other discount or code applies to them.
How do I get 10% off my first order?
Join the Calor Club and you'll receive your code for 10% off your first order. It applies to everything except Weekly Picks, which already have their own reduced price.
Can I combine discounts?
One discount per order, and you always get the biggest saving:
- Weekly Picks already have their price reduced, so no other discount or code applies to them, and they don't count towards Buy more, save more.
- The welcome discount and Buy more, save more don't add up. At checkout we apply whichever saves you more.
Example: 1 Weekly Pick + 4 other items on your first order. The Weekly Pick keeps its 15% off. On the 4 other items, Buy more gives 15% and the welcome discount gives 10%, so Buy more is applied.
Still have a question? Ask Caju.
Chat with Caju, our virtual assistant, using the chat button on any page (write in your own language and she replies in it), message us on WhatsApp, or send our team an email. We reply within 24 hours, 7 days a week.
