dLocal Customer Service Portal


How long does it take for payments to be processed?

This depends on the chosen payment method:
  • Cash payments: 1 to 2 business days.
  • Bank transfers: 24 hours.
  • Credit card: Immediately.
In case the deadline for confirming your payment has passed, please send us the proof of your payment so we can verify it via this form.
Note: For more precise information on the means of payments, please check on the website where you made the purchase as they may have some modifications depending on the company or country.

My cards are being rejected at the checkout page. How should I proceed?

Most payment rejections are not from us, but rather from your card's issuing bank. We recommend you to check with your bank to verify that it is enabled for online purchases, that you have a balance available to make the corresponding purchase, and in case you are trying to make a purchase on a website that is not from your country, that the card is available for international purchases.

I need a refund for my purchase

We can only make customer refunds when the merchant requests us to do so. Therefore, you should contact the merchant's support team so that they can request an authorize a refund in your favor.
Remember: You can only request refunds for purchases that were made less than 180 days ago.

I paid and i haven't received the product yet.

dLocal is only an intermediary that processes payments from customers to merchants. We don't have access to their products or their shipping status, so it is best for you to communicate with Tiendamia's support team directly to request information about your purchase.
Tip: Check your e-mail and your spam box as well, because merchants usually send shipping updates regarding purchases you have made.

Any other questions?

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