Customer Support Policy

Last Updated: 2026

1. Introduction

At Scovelle Luxe, we are committed to providing responsive, helpful, and professional customer support. This policy outlines how we handle customer inquiries, complaints, and service requests.

2. Support Channels

Customers can reach us through the following official channels:

• Website contact form: www.scovelluxe.co.ke

• Email support (if applicable)

• Social media messaging platforms linked to our official pages

We encourage customers to use official channels to ensure timely and secure assistance.

3. Support Hours

Our support team operates during standard business hours:

• Monday to Friday: 9:00 AM – 6:00 PM (EAT)

• Closed on Saturdays, Sundays and public holidays (responses may be delayed)

4. Response Time

We aim to respond to all inquiries within:

• 24–48 hours for general inquiries

• 48–72 hours for order, refund, or technical issues

Response times may vary during peak periods or promotions.

5. Types of Support We Provide

We assist with:

• Order tracking and updates

• Payment and billing inquiries

• Returns, refunds, and exchanges

• Product information and availability

• Account or website-related issues

• Seller and partnership inquiries

6. Customer Responsibilities

To help us serve you better, customers should:

• Provide accurate order details and contact information

• Communicate respectfully and clearly

• Allow reasonable time for issue resolution

• Avoid submitting duplicate requests for the same issue

7. Issue Resolution Process

When a support request is received:

1. The issue is reviewed and categorized

2. Relevant information may be requested from the customer

3. A resolution is provided or escalated if necessary

4. Final confirmation is shared once resolved

8. Escalations

If a customer is not satisfied with the initial response, they may request escalation. Escalated cases are reviewed by a senior support representative or management team.

9. Limitations of Support

Scovelle Luxe support does not cover:

• Issues caused by third-party payment providers beyond our control

• Delays caused by courier or logistics companies after dispatch

• Misuse of products after delivery

10. Policy Updates

We may update this Support Policy from time to time. Continued use of our services means acceptance of any updated terms.

11. Contact Us

For all support-related inquiries, please visit our official website: www.scovelluxe.co.ke