Skip to content
Made to order in genuine leatherCustom embroidery and sizingFree delivery in 5 to 7 working days
Arian Leather
Country and language

Prices are shown in euro with your country's VAT included. The delivery country sets taxes and delivery options.

Legal

Complaints and dispute resolution

Updated 4 October 2026

Write to us first; most problems are solved within a few days. If we cannot agree, you have free or low-cost dispute resolution routes in every market, listed here as Portuguese Law 144/2015 and the consumer codes of France, Germany, Italy and Spain require.

Step 1: tell us

Email support@arianleather.co with your order number. We answer within 2 working days. Keep the thread; it is your record.

Step 2: the complaints book (Portugal)

You may file a complaint in the Livro de Reclamações Eletrónico at livroreclamacoes.pt. We respond within 15 working days, as the law requires, and the complaint reaches the supervising authority (ASAE) automatically.

Step 3: alternative dispute resolution

  • Portugal: CIAB, Centro de Informação, Mediação e Arbitragem de Consumo, Rua D. Afonso Henriques 1, 4700-030 Braga, +351 253 617 604, geral@ciab.pt, ciab.pt. We take part in its proceedings. Other entities are listed by the Direção-Geral do Consumidor at consumidor.gov.pt. For disputes up to €5,000 arbitration is binding on us if you choose it.
  • France: we are appointing a consumer mediator (médiateur de la consommation) from the official list; the mediator's name, postal address and website will be published here as soon as the appointment is confirmed. Until then, write to support@arianleather.co and we will direct you (Code de la consommation, art. L612-1). Once appointed, you may refer a dispute to the mediator free of charge within one year of your written complaint to us.
  • Germany: we are neither obliged nor willing to take part in proceedings before a consumer arbitration board (§ 36 VSBG). You may still contact the Allgemeine Verbraucherschlichtungsstelle in Kehl.
  • Italy, Spain and other EU countries: you may use the ADR bodies recognised in your country; we take part in good faith. The European Consumer Centre in your country can direct you.

The EU online dispute resolution platform closed in July 2025; there is no longer a link to it.

Step 4: the courts

Nothing here stops you from going to court. As a consumer you may sue in the courts of your own country.

Our commitment

We keep a register of complaints and their outcomes, review it every quarter, and change what caused them.