Everything about your order

Singular operates with two distribution centers: one domestic center in Alphaville and one international center, ensuring agility, variety, and the best value for money.

A large portion of our products comes from our international inventory, sourced from textile facilities certified under ISO 9001, ISO 14001, and ISO 45001 — representing excellence in quality, sustainability, and safety.

Each piece undergoes rigorous quality control for stitching and fabric durability, ensuring a premium finish and reliable fit.

Our Alphaville inventory ensures fast deliveries and continuous restocking of our most popular items.

You can track your order at any time here on our website under MY ORDERS > TRACK ORDER, where you can view the complete shipment history.

If the tracking code appears as not found, don’t worry: this usually happens due to a delay in synchronization between the carriers’ systems, especially during the first few hours after shipment. The information is updated automatically.

If you prefer immediate confirmation, contact us via WhatsApp (11) 99235-7714 or at sac@singularloja.com.br — one of our representatives will check the status of your order directly with the carrier.

Quick Tip — Based on the Beginning of the Tracking Code

NN / NM — Track directly here on our website under MY ORDERS.

888 — Track your order through 17TRACK, selecting 3CQ as the carrier.

AJ — Tracking is available on our website, through 17TRACK, or on the ANJUN website.

Tracking updates depend on scans at each point along the delivery route, so it is normal for the status to remain unchanged for a few days while the shipment is in transit between distribution centers.

In accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990, Article 49), customers have 7 calendar days from the date the order is received to exercise their right of withdrawal and submit a request for an exchange or return.

Each type of request has its own specific channel and procedure, as described below. Using the correct channel ensures proper tracking of the request and compliance with the stated deadlines.

EXCHANGE — THROUGH THE WEBSITE

1. Go to MY ORDERS > REQUEST AN EXCHANGE and select the order and the item you wish to exchange.
2. Select the reason for the exchange and indicate the desired new size, color, or style.
3. Wait for confirmation of stock availability and the return shipping instructions.

All updates will be recorded directly within the order, so there is no need to open a request through another channel.

RETURN — BY EMAIL

1. Send your request to sac@singularloja.com.br, including your order number and the reason for the return.
2. Send only one email and wait for our team’s response. Repeated messages may reset your position in the support queue and delay your request.
3. Once the return is approved, you will receive the return shipping label and instructions on how to send the item back.

COMPLIANCE INSPECTION

Every returned item is inspected upon arrival. We check for signs of wear, odors, makeup marks, alterations to the garment, and whether the original security tag linked to the item is present and intact.

Items showing signs of wear or without the original security tag will have the request denied and will be returned to the original address at no additional cost to the customer.

This procedure protects the integrity of each garment and ensures that every product available in our store remains in proper condition, in accordance with the Brazilian Consumer Protection Code.

TIMEFRAMES AFTER RETURN SHIPMENT

Once the item is received at our exchanges and returns center, please allow 3 to 5 business days for the receipt to be registered and the inspection process to begin.

Once the inspection is approved, the exchange voucher will be issued within up to 5 business days.

For returns, the refund will be processed within up to 15 business days after approval.

Please keep the security tag attached to the garment while evaluating the product. Once the tag has been removed, the exchange or return cannot be accepted.

If you need to cancel your order, the request must be made within the first 24 hours after purchase confirmation, while the order has not yet been invoiced and remains at our facility.

Simply email sac@singularloja.com.br and provide your order number. Once the cancellation is confirmed, the full amount will be refunded to the original payment method.

AFTER 24 HOURS

The order is invoiced and dispatched to the sorting center, leaving our facility. Once the order is in the carrier’s custody, it cannot be canceled, held, or redirected. Therefore, cancellations cannot be processed between dispatch and delivery.

AFTER DELIVERY

In accordance with the Brazilian Consumer Protection Code (Article 49), you have 7 calendar days from the date of receipt to request a return by emailing sac@singularloja.com.br.

The item must be returned without signs of wear and with the original security tag intact. The refund will be processed within up to 15 business days after the return is approved.

Please review the size, style, and delivery address before completing your purchase. During the first 24 hours, adjustments can still be made at no additional cost.