Last updated: 16 February 2026
If something has gone wrong, we want to hear about it and put it right. Most issues are resolved quickly by our support team.
How to contact us
For order, product, delivery and refund issues, email support@e-com.casa or use the contact form on our Contact page. Include your order number and, where relevant, photos of the issue.
Common issues
- Order issue — wrong item, size or quantity received.
- Damaged product — item or packaging damaged in transit.
- Late delivery — tracking has not updated or the estimate has passed.
- Faulty product — the item does not work as described.
- Refund issue — a promised refund has not arrived.
Formal complaint
If you are not satisfied with the outcome of a support request, you can submit a formal complaint by email to legal@e-com.casa with the subject “Formal complaint”, including your order number and a summary of the exchange so far. We acknowledge formal complaints within a reasonable time and reply with our position in writing.
Escalation and out-of-court options
Depending on your country of residence, you may be able to use out-of-court consumer dispute resolution. See our Dispute Resolution page for the mechanisms that apply in specific markets.
Country-specific information
- Portugal — the electronic complaints book (Livro de Reclamações) is available at https://www.livroreclamacoes.pt/.
- France — the designated consumer mediator will be published here once appointed: [MÉDIATEUR DE LA CONSOMMATION À DÉSIGNER].