Last updated: 16 February 2026
We encourage you to contact us first — most disputes can be resolved directly and quickly. This page also describes the out-of-court dispute resolution options that apply depending on where you live.
Contact us first
Please raise any issue with our support team before starting a formal procedure: support@e-com.casa. If a support conversation did not resolve the matter, follow our Complaints procedure so that your case is reviewed by a second person.
Alternative dispute resolution (ADR)
Under EU consumer law, consumers may in certain cases use approved alternative dispute resolution (ADR) entities for out-of-court settlements. We will provide the relevant entity details for your market where applicable; country-specific information is published on this page as our market configuration is completed.
France — consumer mediation
For consumers in France, the contact details of the legally designated consumer mediator will be published here once the appointment is finalised: [MÉDIATEUR DE LA CONSOMMATION À DÉSIGNER].
Portugal — Livro de Reclamações
For consumers in Portugal, the electronic complaints book is available at https://www.livroreclamacoes.pt/.
About the former EU ODR platform
Please note: the European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and is therefore no longer available. References to it in older documents are obsolete.
Courts
Nothing on this page prevents you from bringing proceedings before the competent courts, including the courts of your country of residence where applicable law so provides. Consumers may also be eligible for legal aid under national rules.