Complaints & disputes

If something has gone wrong, tell us first: most problems are solved within a day.

Write to us

Email support@keepselle.shop or call +351 914 227 593 (Monday to Friday, 9:00–17:00 Lisbon time), with your order number. We acknowledge every complaint within one business day and answer it in full within 15 business days.

Electronic complaints book

You can also file a complaint in the official electronic complaints book, the Livro de Reclamações Eletrónico, at www.livroreclamacoes.pt. We answer complaints received there within 15 business days, as the law (Decreto-Lei n.º 156/2005, as amended by Decreto-Lei n.º 74/2017) requires, and the complaint is also sent to the competent authority.

Alternative dispute resolution

If we cannot agree, you may take a consumer dispute to an alternative dispute resolution (RAL) entity, under Lei n.º 144/2015. The competent entity for our registered office is:

Consumer arbitration in Portugal is free of charge or low-cost for consumers. The full list of RAL entities is published by the Direção-Geral do Consumidor at www.consumidor.gov.pt. If you live in another EU country, the European Consumer Centre of your country can help you with a cross-border complaint.

Supervisory authorities

• Direção-Geral do Consumidor (DGC), www.consumidor.gov.pt
• Autoridade de Segurança Alimentar e Económica (ASAE), www.asae.gov.pt
• For personal data: Comissão Nacional de Proteção de Dados (CNPD), www.cnpd.pt

Your right to go to court is not affected.