In the event that the shipping package is damaged, you should check its contents at the time of delivery and submit the complaint to the carrier, contacting Balão + Customer Support within the next 24 hours, click here.

The same applies if you receive a package in good condition but the items are damaged.

Customer Support will assess the situation and initiate an investigation process.

Note: Whether in the event of transport damage or in the event of a lost order, or impossibility of delivery to the recipient, the anomaly investigation team may take up to 14 working days to confirm the occurrence. During this period, no refund can be made.