ENVIOS GRÁTIS EM PORTUGAL EM ENCOMENDAS SUPERIORES A 150 €
Exceto Ouro de Investimento — barras e moedas
Consumer rights & transparency
Loja do Ouro provides direct access to Portugal’s official Electronic Complaints Book, an independent channel available to consumers wishing to exercise their right to complain.
Company identification
Loja do Ouro is a brand operated by Pérola do Tempo, S.A., registered on the Electronic Complaints Book platform. The paper Complaints Book remains available at physical establishments where required by law.
Official complaints channel
The Electronic Complaints Book is Portugal’s official platform for submitting complaints electronically. An electronic complaint has the same validity as a complaint submitted using the paper Complaints Book.
The Electronic Complaints Book is Portugal’s official platform for submitting complaints electronically. An electronic complaint has the same validity as a complaint submitted using the paper Complaints Book.
Open Complaints Book You will be redirected to the official Livro de Reclamações platform.Before submitting
Having the relevant details available helps make the submission process clearer and more efficient.
Have your contact and identification details available as requested by the official platform.
Where applicable, have your order number, invoice or receipt and the purchase or service date available.
Describe the situation clearly, objectively and chronologically, including the relevant facts.
Prepare invoices, photographs, messages or other relevant supporting documents where applicable.
Complaints process
This is a simplified guide. The instructions displayed on the official platform always prevail.
Access the official platform, select the option to submit a complaint and follow the instructions. You will be asked to identify yourself, identify the business concerned, select the relevant activity sector and describe the facts. Review the information carefully before submitting.
The complaint is processed through the official platform and forwarded to the economic operator concerned and to the competent regulatory or supervisory authority. The consumer also receives confirmation of the submission.
Under the applicable rules, information relating to the complaint may be accessed for processing by the consumer, the economic operator concerned and the competent regulatory or supervisory authority.
Yes. For complaints submitted through the Electronic Complaints Book, the economic operator must respond to the consumer within 15 business days.
The response is normally sent to the email address associated with the electronic complaint. Keep your submission confirmation and complaint reference.
Keep the complaint number and confirmation received after submission. Follow the consultation instructions provided by the Electronic Complaints Book platform or use the RTIC service when applicable.
Yes. The electronic format does not replace the paper Complaints Book in establishments where its availability is legally required. Both formats have equivalent validity.
Legal framework
The Complaints Book regime is governed by Decree-Law no. 156/2005 of 15 September, as amended, and by Ministerial Order no. 201-A/2017, which regulates the physical and electronic formats.
Legal framework
The Complaints Book regime is governed by Decree-Law no. 156/2005 of 15 September, as amended, and by Ministerial Order no. 201-A/2017, which regulates the physical and electronic formats.
View legislationAt Loja do Ouro, we value transparent communication and the responsible handling of every contact. The Complaints Book is an official channel available to every consumer.
Information reviewed on 10 Sep 2026
