FAQ

**How ​​can I track my order?

When accessing your account on the Tramadie website, go to “My Orders”, click on PRODUCT DETAILS, ORDER STATUS. Updates on your order are sent to your email. You can also send us an email or call us on Whatsapp.

**My order was cancelled or I received an error message, what could have happened?

Our website purchases are 100% automated. The following can rarely happen:

-Some instability in the system and the purchase must be redone

-Simultaneous orders and the first one to be authorized by the payment method is prioritized by the system and the other one is canceled

-When assembling the order for shipping, if any damage is noticed in the product, you will be notified by email or WhatsApp and your amount will be refunded.

-Any other problem that may occur from time to time and you will be notified and your payment refunded immediately

(Less than 1% of our orders have some type of error, however, in any unforeseen event listed above, Tramadie is responsible for refunding the full amount)

**How ​​much is shipping?

The value varies according to the product chosen and the delivery location. It will be indicated when choosing the product, just enter your zip code.

**What is the delivery time for my order?

Our exclusive logistics operator is Correios and there are 2 delivery methods that you can choose when finalizing your purchase on the website. The delivery time is automatically calculated on the website when you choose the delivery method.

Our shipments are made every business day. The Post Office collection at Tramadie is made every business day at noon. If your order is placed and approved on our platform before 10 am on a business day, it will be sent out on the same day; after 10 am it will be sent out on the next business day.

You can contact us via WhatsApp and make sure that the payment has been released via your credit card. If your purchase was made via boleto, it may take up to 48 hours for it to appear. By sending us proof of payment, you can expedite your shipment!

**Delivery failure

Has the delivery deadline expired and your order has not arrived? There may have been a failed delivery. This occurs when the registered address is incorrect or when there was no one to receive it. We will make 2 attempts to contact you by phone and email. If we do not receive a response within 15 calendar days, we will cancel the order and refund the full amount paid.

**What are the payment methods?

Credit card (Visa, MasterCard, American Express, Diners and Elo), Pix or bank transfer
Purchases can be paid in up to 3 installments on your credit card with minimum installments of R$100.00.
Our credit card billing system is 100% secure. The numbers are encrypted and are not stored in our database, but are sent directly to the credit card administrator. You can buy with maximum security.

**How ​​do I exchange a purchase or gift?

Exchanges are super simple and can be made by mail when the purchase is made through the website, or at the physical location where you purchased the product. Read the details of the Exchange Policy here on the website carefully. It is essential to respect the date of 30 calendar days from the purchase, keep the labels intact and do not use the product. If you have any questions, contact us by email and we will help you.

*Customized items cannot be exchanged.

**How ​​do I use a coupon?

When you click on FINALIZE PURCHASE, you will go to your cart, click on ADD DISCOUNT COUPON and add it. On the next page when you complete the purchase, your discount will be applied.

**What should I know about Tramadie products?

When you click on the menu, you will see a submenu with "ABOUT", which has everything about the product as well as its maintenance and conservation. Espadrilles, for example, should never be wet or damp. It is very important that you read everything about the product you have purchased and we are always available to assist you and answer any questions via email contato@tramadie.com.br

**What is the COUPON for the first purchase?

On your first purchase from Tramadie you can use the coupon code PRIMEIRA5 and get 5% off! Just apply this coupon at the end of the purchase in the COUPON field.