Help Center

Help and Support Policy

 

Our priority is to ensure the best possible shopping experience, and that includes fast and efficient support. Here are the guidelines on how and when our support team can assist you.

 

1. Contact Channels

 

  • Email: [Your support email, e.g., support@yourcompany.com]. This is our official channel for refund requests, exchanges, order issues, and complaints. Our team will respond within 48 business hours.

  • Contact Form: Available on our page [Link to contact page]. Use this for general inquiries, order tracking, and product information.

  • Live Chat (if available): For quick questions and frequently asked questions. The chat is operated by [a bot or human team] and should not be used for formal requests like refunds.

 

2. Types of Requests and Response Times

 

We understand that every issue has its urgency. Therefore, we have set clear deadlines for each type of request.

  • Questions about Orders and Tracking: Response within 24 business hours.

  • Product Issues (damaged, incorrect, etc.): Initial response and resolution within 48 business hours. To speed up the process, please include the order number and photos or videos of the product.

  • Exchange or Refund Requests: Analysis and initial response within 3 business days.

 

3. What We Can and Cannot Do

 

We can help you with:

  • Information about products, sizes, and materials.

  • Order status and tracking numbers.

  • Problems with product reception or quality.

  • Processing exchanges and refunds, following our Return and Exchange Policy.

  • Questions about payments and transaction security.

We cannot help you with:

  • Payment information not related to your purchase (e.g., credit card details). For security reasons, we will never ask for financial data via email or chat.

  • Requests to change the shipping address after the order has been shipped.

  • Information about orders placed on other websites or stores.

 

4. F.A.Q. (Frequently Asked Questions)

 

Before contacting us, please check our Frequently Asked Questions section. Many of the most common questions (like "What is the delivery time?" or "How do I track my order?") are already answered there.