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Faq

I have changed my address. How do I update my registration?

Just log in to boticario.com with your username and password, and change the address. Note that this change will be valid for future purchases, not for purchases already made.

I have forgotten my password. How do I get it?

Log on to O Boticário Online Store, click the field Forgot Password, enter your registered e-mail and wait for an e-mail with instructions to change the password (Always check your junk/spam folder).

I need to update my registration. How can I change it?

Just log in to boticario.com with your username and password, and change the registration data. Note that this change will be valid for future purchases, not for purchases already made.

How can I register on the site?

Visit www.boticario.com, in the upper right corner click the Register button. You can register with your Facebook profile or with an e-mail and password. You should click on the Register a new account button, and after filling in all the necessary information, click on finish.

How do I send comments or suggestions to O Boticário?

You can contact O Boticário through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Our team looks forward to your contact!

Does O Boticário conduct animal testing?

Boticário Group is a Brazilian pioneering company in preserving the flora and fauna of Brazil, it does not test its products on animals. The company supports the banning of this activity and adopts best practices for the development of products in each of its business units. Among the initiatives, Boticário Group uses the services of renowned laboratories and current scientific knowledge, using in vitro methods and safety-in-use studies in volunteers (clinical research in humans), within current ethical and quality standards. Our policy and strong position in relation to this theme makes the company able to export to Europe without suffering any impact because of the recent ban on the sale of products tested on animals.

How do I contact O Boticário?

You can contact O Boticário through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Our team looks forward to your contact!

I have been charged twice for the same order. How can I get the overpayment back?

First, identify the duplicate charges on your credit card statement. Then, contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. We will look for the best way to solve this problem and contact you as soon as possible.

Has my purchase been authorized?

The credit card payment authorization usually takes only a few minutes, however, due to the volume of orders, it may take a little longer. • If there is a typing error or divergence of information, your order will not be authorized and you will be informed. You may place a new order logging in to www.boticario.com with your username and password already registered. We would strongly suggest that you check your data before finalizing the purchase so you have no problems having your purchase authorized.

There is an unauthorized charge on my credit card statement. What should I do?

In the event of an unauthorized charge on your credit card from O Boticário, you should contact the bank that issued your card to correct the situation. If you still have doubts you can contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. We will contact you as soon as possible.

Can I change the delivery address?

It is possible to send the product to another address, just inform it in the Delivery Address page when placing your order. If the address was already provided, and the order paid, then you can no longer change the address. That is why it is extremely important to make sure the delivery address is correct.

My order was returned to the store. Why did it happen?

If your order returned to O Boticário, your delivery address may be wrong or incomplete. If you want to know the exact reason your order has been returned, contact us through O Boticário Customer Service Center United States the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Please have your order number at hand when contacting us.

What should I do if my order has not been delivered yet?

If the delivery time has passed and your order has not been delivered yet, please contact us through O Boticário Customer Service Center United States the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. For more information, please have your order number at hand.

I think my product was lost in shipping. What can I do?

If your order has been lost, please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. For more information, please have your order number at hand.

How can I track my order?

After placing your order, you can track it on www.boticario.com. Log in with your username and already registered password.

How can I cancel my order?

If you want to cancel your order, please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Please have your order number at hand when contacting us.

How do I know if my order has been confirmed?

After placing your order, you will receive a confirmation email. If you do not receive it, you can go to www.boticario.com and check the status of your order. If you want more information please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Please have your order number at hand when contacting us.

My order has been canceled. Why?

Thinking about your safety when purchasing in our Online Store, O Boticário checks your registration information; for example, confirmation of the ordered items, purchaser information, credit card authorization, among others. Only after this procedure the order authorization will be analyzed. If the order has been canceled, for security reasons, the reason for cancellation will be kept secret by the company and can be one of the following:
• Credit card typing errors.
• The credit card company has not authorized the purchase.
• You have requested the cancellation.
• Registration discrepancies.
If you want more information please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. Please have your order number at hand when contacting us.

How much is shipping?

Shipping rates vary by region and order. When you finish your order on the website www.boticario.com site you can see the shipping rate for your order. Please go to shipping rates and check detailed information. Important message: We only ship to the United States, except for Alaska and Hawaii.

What forms of payment are accepted?

The payment in the website is processed through credit card. If you have any problem, please check if the bank credit card agrees with the policies of our online store to continue with the purchase.

What is the estimated delivery time?

We work hard to deliver your order within 2-8 business days (2-8 business days based on distance to destination) after shipping. Some orders may be altered within that period, according to your region and time of payment authorization. You can check this information tracking your order or contacting O Boticário Customer Service Center United States the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or sending an e-mail to contactUS@oboticario.com.br.

My order is not in MY ORDERS list. Where can I see it?

If your order does not appear under the menu MY ORDERS, it may have been a discrepancy when finalizing the purchase. In order to get information about the status of your order please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br.

I have just placed an order but I have not received the order confirmation email. What should I do?

I HAVE JUST PLACED AN ORDER BUT I HAVE NOT RECEIVED THE ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO? If you have just placed an order in our Online Store and have not received the confirmation e-mail yet, we ask you to wait 24 hours. If this time has passed and you have not received the message, check if your Antispam system has not blocked the message or if it has not gone to your junk folder. If after having checked these you have not received the order confirmation e-mail, please access the website and check your order status. Alternatively, contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br for more information.

How do I get the Electronic Invoice file?

After the payment authorization of your order, you will receive and e-mail with the Electronic Invoice.

I want to buy a product, but it is sold out!

Since we have a large number of orders, some products can be sold out. As many of the products offered are limited edition, discontinued products and outlet items, unfortunately, we can not guarantee we will replace these products.

Why do some products present a check box stating “Will not ship to California”?

Not all products are available to California residents yet. With our Californian customer´s benefit in mind, all products that are in fact available for shipment to California can be found by clicking on our “Hey Cali, we are finally here!” Banner, visible on our homepage or by clicking on the following link: https://boticario.com/featured-products/new/.

How do I use the Eau de Parfum Lily Essence?

The Eau de Parfum Lily Essence offers sophistication and has a delicate semihandmade valve. For a flawless performance, it requires some care, described in the instructions booklet that accompanies the product. If you have any questions, contact us through O Boticário Customer Service Center United Statesby the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br, so we can help you about how to best use the product.

Do the products contain gluten in their composition?

Gluten is not a part of our formulations. But some ingredients we use may contain gluten or traces of it. You can find them in the descriptions below:
• Wheat protein: the reference in the formula is Triticum vulgare or wheat.
• Oat protein or oat extract: the reference in the formula is Avena sativa or oat.
• Rye protein or extract: the reference in the formula is Secale cereale or rye.
• Barley protein or extract: the reference in the formula is Hordeum vulgare or barley.
• Corn (Zea mays), rice (Oryza sativa) and buckwheat (Fagopyrum esculentum) do not contain gluten.

Do the products contain any kind of metal in their composition?

Heavy metals are hardly found in cosmetics. However, when there are traces in the composition, these are almost zero, that is, insufficient to trigger adverse reactions in the body. The Ministry of Health of Brazil and the Brazilian National Health Surveillance Agency (ANVISA) carefully evaluated the products and only authorize the marketing of products that contain a safe amount of these metals (Lead, Copper, Nickel, and others), because these residues may be present in the formulation of any product that has coloring agents in its composition, not as an ingredient, but as residue of the natural process of purification of pigments. For your peace of mind, O Boticário products do not contain this component as a raw material and follow the current rules of ANVISA regarding restrictions and perform safety tests to ensure quality and efficiency for consumers. In the US market the products are evaluated by the FDA (Food and Drug Administration) to ensure they comply the necessary requirements.

Does O Boticário ship products next to expiration date?

O Boticário has a strict stock control. The products with an expressed expiration date will be send only if the expiration date is more than four months. For products with an after opening expiration date, always check the information in the product packaging.

What are the products classified as last units?

Products included in the list of last units are those that are discontinued or no longer manufactured. If the stock is finished they will not be replaced with new units. It is important to emphasize that if the product needs to be exchanged due to some vice or defect, the consumer must return the order to O Boticário, which will reimburse the paid amount.

What is the composition of the products?

The description of the product can be checked on its packaging. If you want more information please contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br.

Can I send a product as a gift?

Yes. You can add other addresses to your account and send items to different addresses. At the time of your purchase you must inform the correct delivery address.

Online Shopping Regulations

The purchasing procedures at O Boticário website are regulated by this document. Therefore, we recommend the complete reading of this document before finalizing an order, to be aware of the purchase conditions and to enjoy the best possible way the advantages that this website offers.
1. Definitions:
1.1. For the purposes of this Regulation, the following definitions shall apply:
Restricted Area: Website section which is accessed by authentication;
Authentication: When the website visitor logs in with a username and password to access and securely change the purchase data;
Customers: People who have purchased products offered at the website www.boticario.com;
Restricted features: Features that can only be used by visitors after authentication, such as the purchase of products and access to the area of orders;
Visitor: Anyone who browses the website www.boticario.com;
Website: designates the Internet address www.boticario.com;
Regular products: All products available in stock at O Boticário Online Store;
User: Every visitor authenticated at the website www.boticario.com.
2. O Boticário Online Store Operation:
2.1. O Boticário website makes it possible for visitors to buy products at the Online Store. Visitors simply need to fill in a register with the purchase data.
2.2. In order to purchase a product the visitors must fill in their purchase data on the website.
2.3. Among the possible choices of available products, users can purchase regular products and last unit products.
2.4. After choosing the products, the user must add them to the shopping basket and, after adding all the products wanted, proceed to checkout, choosing the place of delivery and paying for the products.
2.5. The website provides different deals each day. Deals will only be applied as described, will only apply during the advertised time period, and may not be able to be used in combination, based on the terms of the offers. The application of an overall percentage off discount to a purchase may supersede category or product based discounts.
3. Product Prices:
3.1. Product prices on O Boticário website are the same for consumers all over the country. The taxes paid by the consumer are according to the established state laws.
4. Product Delivery:
4.1. O Boticário uses the services of partner companies to deliver its products. The delivery time may vary according to the ZIP Code of the recipient and payment authorization time.
4.1.1. Delivery times vary according to the region of the country.
5. Purchase of Products:
5.1. Products can be purchased in O Boticário Online by using your credit card.
5.2. Once the user finishes the order, it will pass through the stages of approval, sorting and shipping.
5.3 The order may be canceled due to the impossibility of processing the order for a specific reason below:
I - Not released due to discrepancy of data or register information.
II – Discrepancies in the functioning of the system, such as computer crash or some operation error.
III - Difficulty in confirming information for payment authorization within the time determined by the issuer bank or application.
5.2.1. The shipping status can be checked via Order Tracking logging in to the website with your username and password.
6. Customer Service Center:
6.1. If the user has any questions or needs further information about a procedure in the Online Store or about a purchase, the user can contact us through O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br.

Can I exchange products bought on Black Friday?

Any products bought in our Online Store, even during Black Friday, can be exchanged or returned according to our Exchange and Return Policy for the website. In order to exchange a product, you should follow these steps:
1. Log on to www.boticario.com with your username and password;
2. In “My Account”, look for Your Orders;
3. Fill in the following information: Quantity to return and Return Reason;
4. Confirm this procedure;
5. Then complete the exchange/return authorization that you received with your order;
6. Place the product(s) to be returned in the original product box;
7. Take the box and the exchange/return authorization to the nearest post office.
After receiving the product, we will process your request to send another product or refund the amount paid, according to your choice. For more information contact O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. In case you bought a limited edition item or a product which has been discontinued from our line, you can choose a product of the same price or have a refund guarantee.

Product packaging is damaged. What should I do?

In case the shipping packaging is damaged, you should follow these steps:
1. Log on to www.boticario.com with your username and password;
2. In “My Account”, look for you orders;
3. Fill in the following information: Quantity to return and Return Reason;
4. Confirm this procedure;
5. Then complete the exchange/return authorization that you received with your order;
6. Place the product(s) to be returned in the original product box;
7. Take the box and the exchange/return authorization to the nearest post office.
After receiving the product, we will process your request to send another product or refund the amount paid, according to your choice. For more information contact O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br. You should follow the same steps if you received a package in good condition but with damaged products.

I received the wrong products. What should I do?

In case you received the wrong product, you should follow these steps:
1. Log on to www.boticario.com with your username and password;
2. In “My Account”, look for you orders;
3. Fill in the following information: Quantity to return and Return Reason;
4. Confirm this procedure;
5. Then complete the exchange/return authorization that you received with your order;
6. Place the product(s) to be returned in the original product box;
7. Take the box and the exchange/return authorization to the nearest post office.
After receiving the product, we will process your request to send another product or refund the amount paid, according to your choice. For more information contact O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br.

What can I do if I am dissatisfied with my purchase?

In case you want to exchange or return a product, you should follow these steps:
1. Log on to www.boticario.com with your username and password;
2. In “My Account”, look for you orders;
3. Fill in the following information: Quantity to return and Return Reason;
4. Confirm this procedure;
5. Then complete the exchange/return authorization that you received with your order;
6. Place the product(s) to be returned in the original product box;
7. Take the box and the exchange/return authorization to the nearest post office.
After receiving the product, we will process your request to send another product or refund the amount paid, according to your choice. For more information contact O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br.

I have points at Clube Viva O Boticário that I can’t use on the US site. What should I do?

Points Clube Viva O Boticário are not accepted for purchases on the website www.boticario.com (United States). Viva Club program is valid only in the Brazilian national territory.

The products bought on the site will come from Brazil?

Products bought in the Online Store O Boticário United States are manufactured in Brazil and exported to O Boticário United States. Your order is placed directly from the American branch located in the United States and O Boticário imports and exports the products.

I am in another country, can I place orders on the website www.boticario.com?

The website www.boticario.com only allows purchases and registers within the United States territory, except the states of Alaska and Hawaii.

I would like to buy products at Points of Sale/Physical Stores, where should I go?

O Boticário is in the following countries: Brazil, Colombia, Paraguay, Venezuela, Japan, Saudi Arabia, Angola, Mozambique, Portugal and the USA. In the United States the formal sales channel is the website www.boticario.com.

What is the Exchange and Return policy for the Online Store in the United States?

You can return most of the new products, with package intact and within 30 days of delivery, to get a refund of the full amount. We will also refund the return shipping cost if we find that the return is result of our mistake (if you received an incorrect or defective item, etc.). If you have requested a refund of the amount, you must wait for the maximum period of four weeks from the date of shipment of your order. This period includes the transit time for us to receive the returned items (5-10 days), the time it takes to process your request (3-5 business days), and the time it takes to process your refund request (5-10 business days). If you need to return or exchange an item, please contact O Boticário Customer Service Center United States by the phone number 1-844-6401422 through a free call, from Monday to Friday (except holidays) from 10am to 6pm, Brasilia time, or send an e-mail to contactUS@oboticario.com.br, having in hands the number of your order and details about the product you would like to return. We will answer quickly with instructions on how to return the items of your order.