Frequently Asked Questions
Is the HOPE Online website safe?
HOPE Online ensures the protection of its users and has the Advanced Validation SSL Digital Certificate. The Certisign system guarantees users that their information and transactions will be secure and protected during the purchase process.
All information used in our system, from passwords to payment data, is encrypted, preventing any alterations or access by third parties. For your safety, all orders are subject to confirmation of registration and delivery data.
This confirmation, when necessary, will be done through phone contact and aims exclusively to verify the buyer's identity, avoiding any harm or loss to our customers.
Are the products original?
Yes! The items offered on HOPE Online are genuine HOPE products, identical to those sold in any store in the country, and they do not have any defects.
What are the delivery services of Hope?
HOPE Online works with the Brazilian Postal Service (Correios) for deliveries. The delivery time is counted from the identification or approval of your payment, whether by the credit card administrator or the financial institution, in the case of boletos (bank slip). Delivery is available throughout Brazil. At the checkout, you can check delivery times and costs. Unfortunately, it is not possible to schedule the time and date of delivery for your orders, but deliveries are always made during business hours, and you can also track the delivery route in the "My Orders" menu, making it easier to plan for receiving your HOPE orders.
How to calculate the Shipping?
Simulate the value of the freight on the Shopping Cart screen. Just enter the ZIP code, choose the delivery service, and click calculate.
How soon will I receive my order?
Due to COVID-19 and to preserve the health and well-being of the population, the state of Ceará has temporarily closed all establishments, including our factory and distribution center located in the city of Maranguape. Therefore, starting from 20/03, our delivery and return deadlines will be extended. Check when your products will arrive by simulating in the cart. It's simple:
- Add any product to the cart;
- Select the 'checkout' option in the cart;
- Enter your ZIP code on the right side of the screen and click 'consult.'
Does the site offer Free Shipping?
For purchases over R$ 249.00, shipping is free! We also offer free shipping during specific promotions. Stay informed about all promotions by subscribing to our NEWSLETTER!
How does the Discount Coupon work?
The Discount Coupon is a promotional tool activated only when the site offers a special promotion.
Is it possible to add products or change the delivery address, size, model, and color after the order is closed?
Unfortunately, no. Once the order is closed, these changes cannot be made.
Ah, don't forget to update your profile for future purchases! Just follow the steps below:
STEP BY STEP:
- Access your account;
- Log in with your details;
- Click on "My Account," then "Addresses," and click "Add Address";
- Click on "Add Address" at the bottom of the page.
How can I pay for my order?
CREDIT CARD
• We accept Visa, Mastercard, Diners, and Amex.
• Installment payment up to 6 times without interest, only for credit cards, with a minimum installment of R$ 50. The available installments for each purchase amount will be displayed at the time of payment.
• The interest rate on installment purchases and the minimum installment amount may change without notice.
• Payment confirmation will be made after a security analysis and payment approval by the issuing bank. Confirmation will be sent by email.
PIX (Instant Payment System in Brazil)
• Complete your purchase by selecting the PIX payment option;
• Open the bank app and select Pix to make the payment;
• Point the phone camera at the code or copy and paste the code;
• The code is valid for 30 minutes; if payment is not made within this period, the order is canceled, and the purchase process must be repeated;
• Check the details and confirm your payment through the bank app;
• Payment confirmation will be sent by email.
PIX Installments
Payment is made in 4 biweekly installments: the first installment is paid upfront, and the others every 15 days.
How it works:
• Complete your purchase of R$ 280 or more and select the PIX 4x interest-free payment option;
• PIX installments are only possible with standard delivery, not available for in-store pickup and express delivery;
• You will receive a code sent via SMS and Whatsapp to the registered number;
• Enter the code sent to your phone on the purchase screen and proceed;
• Scan the QR code in your bank's app or copy the pix code to make the payment.
• Check the details and confirm your payment through the bank app.
• Payment confirmation will be sent by email.
• As soon as you pay your first installment with Pagaleve, your purchase is confirmed, and the product delivery process is authorized.
• Our payments are not automatic. You must pay them manually in your bank through the QR code or Pix "Copy and Paste" sent to your email and WhatsApp.
• If you cannot pay on time, a convenience fee will be charged for each overdue installment. This is a one-time fee and does not accrue interest or other fees. The charge is made partially, along with the biweekly installments.
Will I only receive the order after paying all credit card installments?
No. The order will be dispatched after the credit card administrator approves the payment, which may take up to 24 hours after the "order placed" confirmation.
Can I cancel my order?
• For restitution of payments made with a credit card, the refund may take up to 2 (two) billing cycles after the refund request, according to the rules and policies of the card operators, starting from the date of the response to the returned product analysis in cases of withdrawal or regret.
• For restitution of values for orders paid by bank slips, the refund to the checking account will be made within 30 business days, starting from the date of the response to the returned product analysis in cases of withdrawal or regret. If the payment has not been made, the slip is automatically canceled after its due date.
For cancellation requests, contact our customer service department – sac@hopelingerie.com.br before taking any action.
I bought, but it didn't work out. Can I return it?
Yes. Due to COVID-19 and to preserve the health and well-being of the population, the state of Ceará has temporarily closed all establishments, including our factory and distribution center located in the city of Maranguape. Therefore, starting from 20/03, our delivery and return deadlines will be extended. The new deadline for return requests is 30 days after receiving the items. Therefore, the deadline for HOPE Lingerie to process refunds for customers is also 30 days.
My order should have arrived by now! What should I do?
If you haven't received your order yet, check your history through the "My Orders" option, located in the top menu of the site. Log in and check updated information about your order. If the information is not sufficient, contact our Customer Service.
