Hello, we’re here to help you!

Monday through Friday (except holidays): 9am to 6pm
Phone: (11) 2645-6813

Frequently Asked Questions

  • 1. Where do I sign up?
    Below the questions and answers, at the bottom of this page.
  • 2. Can I shop on your website without registering?
    Yes. Balletto has a Smart Checkout system.
  • 3. I always get an error message when I click on CHECKOUT. What’s happening?
    Some browser versions and firewalls do not allow secure server connections. If you think that is the case, download the latest version of your preferred browser, or contact your network administrator.
  • 4. Can I cancel, remove, or add items to my order?
    Once you have placed your order, it is not possible to remove or add items. If you want cancel your purchase and still haven’t received a shipping confirmation e-mail, contact our Customer Service by filling out the contact form, or send an e-mail to, or call us at (11) 2645-6814.
  • 5. Why haven’t I been sent my order’s confirmation or cancellation e-mail?
    Please, check your spam folder. If you really haven’t received it, contact our Customer Service by filling out the contact form. You may also send an e-mail to
  • 6. How do I find out my size?
    Click on the SIZE CHART on the product’s page to find out each size’s measurements and how to take your measurements.
  • 7. What payment methods are available?
    We accept the following payment methods in our e-store: payment slip, credit and debit cards, like VISA, MASTERCARD, AMEX, and DINERS, as well as PayPal and MAESTRO. Payment methods are subject to change without prior notice.
  • 8. Can I pay in installments?
    Yes! Every purchase can be split up in interest-free payments by credit card. The number of installments available for each amount can be viewed at checkout.
  • 9. What’s NE-e (Electronic Invoice)?
    It is an electronically-issued digital document that registers the sale of merchandise or provision of services for fiscal purposes. A digital signature ensures it is legally valid (verified issuer and integrity), and also that tax authorities receive the electronic document before the goods are shipped.
  • 10. How can I be sent my NF-e?
    Together with the product(s) you have purchased and also by e-mail, sent to the e-mail you have provided in your registration information.
  • 11. What is DANFE?
    DANFE (Supporting Document to the Electronic Invoice) is a simplified version of the Electronic Invoice (NF-e), printed and handed to the recipient together with the merchandise. Its purposes are: - Provide a 44-digit key to check information regarding the Electronic Invoice (Access Key); - Track the merchandise during transportation, providing basic information regarding the operation (issuer, recipient, values, etc.) as supporting documentation to the merchandise; - Assist in the bookkeeping of operations documented by NF-e, in case the recipient is not an accredited taxpayer to issue NF-e; - Get the recipient’s signature to confirm the merchandise or service has been delivered IMPORTANT: DANFE is not an invoice, nor does it replace it. It’s merely supporting documentation to help consult the NF-e.
  • 12. How can I view my NF-e?
    Go to, click on “Serviços” and then “Consultar NF-e Completa.” Follow the instructions for entering your access key, provided with the DANFE that came with your order.

  • 13. What are the delivery times?
    Delivery may vary depending on shipping method you have chosen: a) E-Sedex/Sedex – up to 5 business days b) PAC – up to 20 business days.
    These delivery times are informed by Correios (Postal Service), valid from the moment the merchandise is picked up at our Distribution Center, which may take up to 4 days. Balletto strives for customer satisfaction and will spare no efforts to deliver within the timeframe set herein. However, for reasons out of our control, unexpected events may happen. In that case, we will make every effort to let our customers know about any delays.
  • 14. Can I purchase or ship merchandise abroad?
    No. We are still evaluating the feasibility and necessary conditions to make that happen.
  • 15. How do I exchange my merchandise if it is not what I ordered?
    You may request an exchange in up to 7 calendar days. To do that, follow the instructions in our EXCHANGE POLICY or contact our Customer Service.
  • 16. How do I return merchandise?
    You have 7 calendar days from the day you received the merchandise at the shipping address to contact our Customer Service and fill in the contact form. Note: Balletto DOES NOT ACCEPT RETURNS WITHOUT PRIOR NOTIFICATION THROUGH THE CONTACT FORM..
    Returns are handled as follows:
    Once your return has been approved, a return merchandise authorization valid for 5 days is sent to you so you can go to a post office (Correios) with your merchandise properly packed, and mail it. Mailing costs will be covered by Balletto.
  • 17. Can my order be shipped to an address other than my registered address?
    Sure, no problem. Just enter the desired shipping address before checkout.