My Order Says Delivered But I Haven't Received It?

If your tracking shows that your order has been delivered but you have not received your parcel, please contact our Customer Service team as soon as possible, ideally within 3 days of the delivery date and no later than 8 days.

Before contacting us, please check with anyone who may have accepted the parcel on your behalf, including neighbours, your concierge or building reception, and check any safe place indicated by the delivery company.

We will then work with the delivery company to investigate the delivery. Please note that after 8 days, we will no longer be able to open a claim or guarantee a refund or replacement.

Please note that if you choose any alternative delivery preferences offered by the courier, including pre-selected default delivery instructions set directly with the courier, FRESCOBOL CARIOCA cannot accept responsibility for any loss, theft, or damage resulting from delivery in accordance with those instructions.

For security purposes, a signature may be required upon delivery. All orders are insured against theft and accidental damage while in transit. Insurance coverage ends once the order has been delivered to the specified delivery address and signed for (where applicable).