Frequently Asked Questions
最后更新: 2026-09-27
We gathered the most common questions from our customers. Did not find yours? Contact our support team.
What is the delivery time?
Preparation takes 1 to 3 business days and international shipping 7 to 20 business days after dispatch. The average total time is 10 to 25 calendar days. You receive the tracking code by email as soon as the order ships.
How do I track my order?
As soon as the order ships, we send the tracking number and carrier to your email. You can also follow it on the "My Orders" page in your account. Just click the tracking link to check on Google or the postal service website.
Do you deliver everywhere in Brazil?
Yes, we ship to every region of Brazil through the postal service. Free shipping is automatically applied to orders over $200.00.
Will I pay import taxes?
International shipments may be taxed by customs. The amount is defined by the government and is not included in the price. When charged, the postal service notifies you and payment is made directly to them. See details on the "Taxes & Import Fees" page.
How does Pix payment work?
At checkout, choose Pix and you will see a QR Code and a copy-and-paste key. Pay in your banking app within 30 minutes. Confirmation is instant and order preparation begins right after.
Is it safe to pay by credit card?
Yes. Payment is processed by a certified gateway with encryption and PCI-DSS standards. We do not store your card details.
Can I exchange for another size or color?
Yes, within 30 calendar days of delivery. On the first exchange we pay the re-shipment cost. The item must be unused, in its original packaging and with tags. See the Returns & Exchanges Policy.
I received a defective or wrong item. What now?
Contact us within 90 days (defect) or 30 days (wrong item) at contato@vayno.com or WhatsApp not configured, with photos and your order number. We pay the return shipping and solve it with a replacement or refund.
Can I change my order or address after purchase?
Yes, as long as the order has not shipped yet. Contact us as soon as possible on WhatsApp. After shipment, the address cannot be changed.
The delivery deadline passed and I have not received my order. What should I do?
First, check the tracking in your email or under "My Orders". There may have been a delivery attempt or it may be waiting for pickup at the post office. If there is no movement for more than 5 business days, contact us and we will locate the package and, if needed, open an investigation.
How do I choose the right belt or watch size?
We provide charts in centimeters and millimeters on the Size Guide page, with instructions on how to measure your waist and wrist. If you are still unsure, send us your measurement on WhatsApp and we will recommend the ideal size.