INTERNATIONAL PURCHASE INFORMATION
If you don't find your questions in the list below, contact us here !
We are located with a physical address in Brazil and currently ship to Australia, Germany, Belgium, Canada, Chile, Singapore, Denmark, Spain, France, Guadeloupe, Netherlands, Hungary, Italy, Israel, Japan, Malta, Mexico, Norway, New Zealand, United Kingdom (UK), Réunion, Portugal, Switzerland, Sweden, Thailand, Uruguay, USA and others. If your country is not listed on our checkout page, please contact us so we can check availability.
Each country has its tax policy and customs fees related to certain imported products, which are not included in the purchase on our website . It is the buyer's responsibility to pay the import fees and taxes for international purchases. Flauta Flauta Nativa Ashar is not responsible for the import fees and taxes applicable to the country of destination upon delivery of the product, except for the countries of the European Union, which from 05/05/2022 we started to integrate into the IOSS and for EU countries import tax will be collected at the time of purchase and the buyer will know the final amount to be paid for the purchase when placing the order. For other countries, the import tax will be charged by the FedEx / TNT carrier, regardless of the freight amount paid at the time of purchase.
All flutes for sale on the site are models created by us and serve as a reference for you to order your flute. We do not work with stock. It is not a mechanized process, each instrument is made one by one manually. When choosing a model to order your flute, we provide tuning and finishing options on the instrument page. If it is not possible to reproduce exactly the chosen model, we will present alternatives. Each instrument is unique and the creation process and energy transferred to its materialization is a ritual in search of the state of the art and capturing the best sound and finish that the raw material can offer. After the order and approval of payment, the flute will enter the production cycle. You will receive an email at each stage of the process and you can also follow up by logging into your account on the site. Currently, the average period of our production, finishing and shipping cycle is 90 days, which can be extended to 180 days in some cases, due to the nature of the artisanal process, where we appreciate the maximum quality in each stage, from the choice of material, tuning, testing and finishing. If the chosen item is marked with a prompt delivery stamp, the shipping period is 15 days.
We accept payments with credit cards, PayPal, Bitcoin or direct bank transfer, in this case, you will receive bank details after completing the purchase. The instrument production cycle starts after approval of payment.
Our deliveries are carried out by DHL Express, or FedEx, if available at the destination address. The shipping cost will be calculated on the checkout page. After informing the Country , the options and values for choosing the transport service will be shown.
International shipments are carried out by DHL or FedEx, as a Courier service, they speed up the processes of payment of import taxes and customs clearance and charge an administrative fee together with the tax that varies by country and state. The buyer must pay the tax directly to the carrier responsible for its delivery in order to receive the order. Flauta Nativa Ashar has no participation or responsibility for fees and taxes charged in the destination country. If the buyer does not pay the tax, the order will be returned to the sender, generating a new import freight cost for the sender. To generate a new freight for the buyer, he must pay two new freights. When you receive the email with the tracking link for your order, be aware of the carrier's contacts, as they will contact you by email and telephone to expedite the payment of customs fees.
For international orders you have the option to choose the currency of your region or the currency you want to pay, we accept USD, EUR, GBP, CAD, AUD, AED, ARS, CHF, ILS, SGD, JPY, MXN, UYU , BTC, and other currencies. When changing the currency, the conversion is based on our website's reference currency (BRL). At the top of the page is the menu with the option to change currency. Checkout is carried out in the currency chosen to purchase and payment options will be made available according to the currency and country chosen in your registration.
Warranty for finishes, such as painting and varnish or natural wear and tear, is restricted to a period of 90 days. As for the structure of the instrument, we offer a 2-year warranty. Within this period, we accept sending the instrument for repairs, care and maintenance, provided that the customer pays the cost of transport to our workshop. After the 2-year period, a maintenance fee will be charged for the instrument.
If even before receiving your order you regret your purchase, contact us by WhatsApp: 21-99117-9232 or by Email: co*****@fl**********.com and report your withdrawal. The delivery of the order will be canceled and the amount paid will be reversed. If the order is already on the way to delivery, receive it and send it back to us without opening the package and contact us to start the process of reversing the amount paid and reverse logistics.