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Consumer disputes
If something goes wrong.
Most problems are solved by telling us about them. If that does not work, you are entitled to take it further without going to court and without paying for the privilege. This page sets out every route open to you, in the order worth trying them.
Start with us
Email us and say what happened. Include your order number if there is one, and tell us what you would like done about it — a repair, a replacement, a refund, or simply an answer.
| info@eurofashion24.com | |
| Office hours | Monday to Friday, 09:00–18:00 (CET) |
| Postal address | Margem Pomposa – Unipessoal Lda, Av. da República 6 1º Esq 379, 1050-191 Lisboa, Portugal |
We aim to reply within one working day and to resolve a complaint within fourteen days. If it is going to take longer than that, we will tell you why rather than leave you waiting.
The EU ODR platform has closed
If you arrived here looking for the European Commission’s Online Dispute Resolution platform, it no longer exists. The platform stopped operating and its address now redirects to a notice from the Commission confirming that it is closed. It cannot accept complaints, and any older link pointing to it is out of date.
This is worth saying plainly because a great many shops still tell customers to use it. The routes below work, and they replace it.
The Portuguese complaints book
Every business selling in Portugal must provide a complaints book, and since it went electronic you can use it from anywhere without asking us for anything.
A complaint filed this way goes directly to the competent regulator, not to us, and we are required to respond to it. It costs nothing and you do not need a lawyer.
| Electronic complaints book | livroreclamacoes.pt |
|---|---|
| Our page about it | Livro de Reclamações |
Alternative dispute resolution
Consumer disputes in Portugal can be referred to an arbitration centre, which is faster, cheaper and far less formal than a court. The decision can be made binding on us, and for smaller amounts the process is free to you.
Our registered office is in Lisbon, so the centre competent for our area is the Lisbon consumer arbitration centre. The national centre has residual competence where no regional or sector centre applies.
| Lisbon | Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL) centroarbitragemlisboa.pt |
|---|---|
| National | Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC) cniacc.pt |
If you live in another EU country, the European Consumer Centre in your own country can help you bring a cross-border complaint against us in your own language, again at no cost.
Your rights are not affected by any of this
Using any route on this page takes nothing away from you. In particular:
- You keep the 14-day right to withdraw from an online order, explained in our refund and returns policy.
- You keep the legal guarantee on goods that turn out to be faulty or not as described, explained in our consumer rights and legal guarantee page.
- You keep the right to go to court instead, and as a consumer you can normally bring proceedings in the country where you live rather than having to come to Portugal.
Nothing in our terms and conditions limits any of that, and nothing on this page is a condition you have to satisfy before complaining elsewhere.
Who you are dealing with
Full registration, VAT and contact details for the company behind Euro Fashion 24 are on our company details page. If you are filing a complaint with a regulator or an arbitration centre, that is where to find the information they will ask you for.