Sales Policy

General Conditions of the Online Store

If you don't find your questions in the list below, contact us here !

Order

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 up to 15 days.

We accept payments with credit cards, PayPal, Boleto Bancário, Pix, 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.

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.

Shipments for purchases within Brazil are carried out by Correios (Sedex) or Transportadoras Total Express and DHL. If there is availability at the destination. Shipping costs can be calculated on the product page or on the checkout page. After informing the Postal Code of destination, the options and values ​​for choosing the transport service will be shown. We always post with insurance, in case of loss we enter with the insurance and make a new instrument, again counting the deadline for production and shipment as described in the “Order”. The shipping package is well protected. Take the utmost care and attention to remove the instrument from its packaging.

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 Nativa Ashar is not responsible for import duties and taxes applicable to the destination country.

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.  

We work with handmade instruments and even so, we accept exchange or return of your order within up to 7 days after receipt without additional cost. Just contact us by email: co*****@fl**********.com or WhatsApp: 21-991179232 and report within the deadline. We only accept returns within the above period that are in perfect condition, and we do not accept cracked or broken products, unless they have been damaged in transport. We will provide the solution to your maximum satisfaction.

The customer may request a refund of the amounts paid within 7 (seven) days after receiving the order. The refund will only be made after the analysis of the instrument. Characterized damage to the instrument by the customer, the refund will not be made. The costs associated with returning the order will be the responsibility of the customer. After the period of 7 (seven) days of delivery, a return request will no longer be accepted. Reimbursement will be made through a deposit into the current account indicated by the customer (amounts proven to have already been paid by bank slip or bank transfer or credit card installments already debited) or through a reversal (credit card installments yet to be debited). For cards, credit may occur in up to 02 (two) invoices subsequent to the date of request for reversal. We remind you that this procedure is the responsibility of the card administrator. If the payment was made by Credit Card, the request for a reversal with the operator will be made within 10 (ten) business days. The protocol confirming the cancellation will be sent to your email.

Warranty for finishes, such as painting and varnish or natural wear and tear, is restricted to the legal 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.