Legal
Complaints & Dispute Resolution
Last updated: 26 July 2026 · Currently published in English only.
Something not right with a pre-order request or a confirmed order? We'd genuinely rather hear from you directly and sort it out than have you go elsewhere — here's how, and what to do if we can't agree.
1. Talk to us first
Email contact@saboresaudade.com with your order details and what's gone wrong. We aim to acknowledge every complaint within 2 business days and resolve it within 14 days. Most issues — a damaged item, a delivery problem, a question about a charge — get sorted at this stage.
2. Belgian Consumer Mediation Service
If we can't resolve things directly, you can bring your complaint to the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), the official contact point for consumer disputes in Belgium. They're independent, free to use, and will either help directly or redirect you to the right qualified body.
- Address
- North Gate II, Boulevard du Roi Albert II 8, 1000 Brussels, Belgium
- Website
- consumentenombudsdienst.be
3. EU Online Dispute Resolution platform
If you're an EU consumer, you can also submit your complaint through the European Commission's Online Dispute Resolution (ODR) platform, which connects you with a certified dispute-resolution body. Our contact email for this purpose is contact@saboresaudade.com.
4. Going to court
Using mediation or the ODR platform is optional and doesn't stop you from taking legal action instead. See our Terms of Service for which courts have jurisdiction.