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Grupo ElianaThe Grupo Eliana Ombudsman.
An independent channel to listen, resolve and improve. Complaints, suggestions, compliments and reports about all of the group's companies, with a case number and a response deadline.
The Grupo Eliana Ombudsman receives complaints, suggestions, compliments, requests and reports about Ateliê da Lee, Café da Lee, Doces da Lee, Eliana Oliveira Imóveis, Yousi Incorporadora and Revista Íntima. Every submission receives a case number, a first response within 2 business days and a final response within 10 business days. Channels: the form on this page, WhatsApp (11) 99992-4741 and email atendimento@ateliedalee.com.br. Consumers may also turn to Reclame Aqui (Brazil's consumer complaint platform), consumer.gov.br and Procon (consumer protection agency).
What the Ombudsman is
The Ombudsman is Grupo Eliana's second-level channel. The first contact is always with the company's customer service: the store, WhatsApp or email. When there was no solution, it wasn't satisfactory, or you prefer to talk to someone outside day-to-day operations, the Ombudsman takes on the case, listens to both sides and follows it through to the end.
It also receives compliments and suggestions, which go straight to the group's management, and reports of conduct contrary to our values, handled confidentially.
From report to resolution.
Registration
You submit your request or complaint through the form, WhatsApp or email and receive a reference number.
First response
Within 2 business days we confirm receipt and, if needed, ask for more information.
Analysis
The Ombudsman hears from the team involved, reviews orders, invoices and records, and seeks the best solution.
Final answer
Within 10 business days you receive the final response, with the solution or the reasoning.
Rating
We ask whether the issue was resolved. Every report becomes a lesson for the whole group.
Every voice is heard.
Something didn't go as it should
Product, service, delivery, billing, course or other service.
Ideas for improvement
Products, hours, services, website or in-store experience.
Recognition
Tell us who made a difference; your praise reaches the team.
Orders and information
Duplicate copies, personal data, exchanges, franchise or real estate information.
Inappropriate conduct
Handled confidentially. You may identify yourself or not.
Your data (LGPD)
Requests to access, correct or delete personal data.
Submit your feedback.
Fill it out and send: the message arrives ready on our WhatsApp, already with the case number. If you prefer, copy the text and send it to atendimento@ateliedalee.com.br.
Your rights as a consumer
The Consumer Protection Code (Law 8,078/1990) protects people who buy products and services. The most frequently asked points:
| Status | What the CDC (Consumer Protection Code) says |
|---|---|
| Clear information | Price, ingredients, shelf life and risks must be clearly stated (arts. 6 and 31). |
| Defective product | The supplier has up to 30 days to fix the problem; if it doesn't, you choose between a replacement, a refund or a price reduction (art. 18). |
| Deadline to file a complaint | 30 days for non-durable products (such as food) and 90 days for durable products, counted from delivery or from when the defect appears (art. 26). |
| Off-premises purchase | For purchases made online, by phone or on WhatsApp, you may cancel within 7 days of receipt (art. 49 of the CDC, Brazil's Consumer Protection Code). |
| Incorrect charge | Any amount overcharged and paid must be refunded in double, unless there was a justifiable error (art. 42 of the CDC, Brazil's Consumer Protection Code). |
| Advertising | An advertised offer obliges the supplier to deliver what was announced (art. 30). |
The full text is on the Planalto website. Every establishment must keep a copy of the CDC available for consultation; at Ateliê da Lee, it's at the counter.
Other consumer protection channels
We want to resolve things directly with you, but you are always free to use the official public channels:
- Reclame Aqui: Brazil's public complaints platform. Search for Ateliê da Lee at reclameaqui.com.br. We respond there too.
- consumidor.gov.br: the federal government's public service for resolving issues with companies, at consumidor.gov.br.
- Procon: the consumer protection agency of your city or state. In Minas Gerais, Procon-MG is part of the Minas Gerais Public Prosecutor's Office.
Our commitments
- A tracking number for every submission.
- First response within 2 business days and a final answer within 10 business days.
- Confidentiality for reports and respect for the LGPD in the use of your data.
- No retaliation against anyone who complains, makes a suggestion or reports a problem.
Data sent to the Ombudsman is used solely to handle your report, in accordance with Brazil's General Data Protection Law (Law 13,709/2018). To contact our data protection officer, email atendimento@ateliedalee.com.br.
Questions about the Ombudsman
How do I contact the Grupo Eliana Ombudsman?
Through the form on this page, WhatsApp (11) 99992-4741 or email atendimento@ateliedalee.com.br. Every report receives a case number.
How long does the Ombudsman take to respond?
First response within 2 business days and a final answer within 10 business days.
What's the difference between customer service and the Ombudsman?
Customer service handles day-to-day matters. The Ombudsman is the second level: it steps in when a solution didn't come or wasn't satisfactory, and also receives compliments, suggestions and reports.
Can I file a complaint on Reclame Aqui or with Procon?
Yes. You can use Reclame Aqui (Brazil's consumer complaint site), consumidor.gov.br and Procon (consumer protection agency) at any time. We also respond through those channels.
How long do I have to file a complaint about a defective product?
Under Brazil's Consumer Protection Code (CDC), 30 days for non-durable products such as food, and 90 days for durable goods (art. 26).