Complaints book

In accordance with the Consumer Protection and Defense Code, we have a Complaint Book available to those who need to register a complaint or claim. For any complaint or claim about the Virtual Store, follow the following steps:

1. Download the Excel file "Claims Book" here.

2. Save the Excel file on your computer.

3. Fill out the file with your respective claim.

4. Send us your claim in an email to:, attaching the Excel file Complaint Book.

5. In accordance and in compliance with the Supreme Decret N° 011-2011-PCM, the term of attention of the claim is 30 calendar days from its presentation, which may be extended exceptionally according to the complexity of the requirement.

6. We will contact you to confirm receipt of your claim.

7. Please note that the Virtual Store Claims Book is exclusive for claims or queries that are related to topics on the website of