Complaints and Disputes

If something went wrong, tell us. Almost everything is fixed by an email. If it is not, this page says exactly where you can take it.

Step one: write to us

Email support@kaolokids.com, call +351 927 079 091, or write to Alyce Beatriz Barroso de Lima, R. Infante Dom Henrique 188, 8500-694 Portimao, Portugal. Tell us the email address you paid with and what happened. We acknowledge every complaint within two working days and give you an answer within 14 days. If we need longer, we say so and tell you when to expect the answer.

Step two: the Portuguese electronic complaints book

As a business established in Portugal we are required to give you access to the electronic complaints book. You can file a complaint directly, in any language, at livroreclamacoes.pt. It reaches the Portuguese consumer authority and we are required to answer it.

Step three: alternative dispute resolution

If we cannot agree, you can take the matter to an independent consumer dispute resolution body, free or at low cost, without going to court. The body competent for our address is:

CIMAAL, Centro de Informacao, Mediacao e Arbitragem de Conflitos de Consumo do Algarve
Edificio Ninho de Empresas, Estrada da Penha, 8005-131 Faro, Portugal

Under the Portuguese Lei 144/2015 we are required to tell you this body exists and to say whether we will use it. We will take part in a procedure before it if you start one.

If you live in another European Union country, the consumer body in your own country can also help, and the European Consumer Centre network (eccnet-portugal.pt in Portugal) helps with cross-border purchases.

Going to court

Nothing here stops you going to court. Portuguese law governs the contract, and if you are a consumer resident in another EU country you keep the protection of the mandatory rules of your own country and may bring proceedings where you live.

If your complaint is about your data

Write to privacy@kaolokids.com. You can also complain to the Comissao Nacional de Proteccao de Dados at cnpd.pt, or to the data protection authority in the country where you live. See the Privacy Policy.