Customer Service Policy

CUSTOMER SERVICE POLICY – MEU BRASIL ONLINE
Last updated: April 10, 2026

This Customer Service Policy defines the support channels, response times and procedures for the Meu Brasil Online online store, operated by LOUBR EUROPA, UNIPESSOAL LDA. Our goal is to ensure a safe, transparent and satisfying shopping experience for all our customers.

1. SUPPORT CHANNELS

Meu Brasil Online customer support is available exclusively through the following official channels:

  • Email: atendimento@meubrasilonline.com
  • Contact form: available at https://meubrasilonline.com
  • Help Centre: available on the website

We do not offer support by phone, WhatsApp, social media or mobile app (APP). All official communication is carried out exclusively through the channels listed above.

2. SUPPORT HOURS

Our customer support is available:

  • Monday to Friday: from 09:00 to 18:00 (Portugal Continental time)
  • Weekends and public holidays: no support available

Messages received outside support hours will be answered on the next business day.

3. RESPONSE TIMES

We are committed to responding to all requests within the following timeframes:

  • General enquiries: up to 2 (two) business days
  • Complaints and return requests: up to 3 (three) business days
  • Urgent situations (e.g. defective product, delivery error): up to 1 (one) business day

Response times are counted from the moment the message is received through official channels, during support hours.

4. TYPES OF ACCEPTED REQUESTS

Our customer support can assist you with:

  • Order information (status, tracking, estimated delivery)
  • Cancellation requests before dispatch
  • Return, exchange or refund requests
  • Product and availability enquiries
  • Payment or billing issues
  • Complaints regarding damaged, missing or incorrect products
  • Order data changes (before dispatch)
  • Customer account questions

5. INFORMATION REQUIRED FOR EFFICIENT SUPPORT

To speed up the support process, please always include the following information in your message:

  • Order number
  • Full name and email address used at checkout
  • Clear description of the issue or question
  • Photos of the product (mandatory for damaged, incorrect or defective items)

6. COMPLAINTS POLICY

Meu Brasil Online is committed to handling all complaints with seriousness and diligence.

Upon receipt of a complaint, the customer will receive an email confirmation and an estimated resolution timeline. If the complaint cannot be resolved at customer support level, the case will be escalated internally for senior review.

Consumers residing in the European Union also have the right to use the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr

7. SUPPORT LIMITATIONS

Meu Brasil Online customer support cannot:

  • Change the payment method or delivery address after order confirmation
  • Accept return requests or complaints outside the legal deadline of 14 (fourteen) calendar days from the delivery date
  • Accept returns of perishable products after the 24-hour window
  • Process refunds to third parties (only to the order holder)

For more details, please refer to our Returns and Refunds Policy.

8. QUALITY COMMITMENT

Meu Brasil Online is committed to providing excellent customer service. We value our customers' feedback and use it to continuously improve our services.

Following resolution of your request, we may send you a brief satisfaction survey. Your participation is voluntary but greatly appreciated.

9. CONTACT

For any customer service enquiry, please get in touch:
📧 Email: atendimento@meubrasilonline.com
🌐 Website: https://meubrasilonline.com

LOUBR EUROPA, UNIPESSOAL LDA — Rua António Gomes Soares Pereira, nº 88, Maia, Porto 4470-139, Portugal