Support Policy

At Twinsfaja, we are committed to providing excellent customer service and ensuring that your shopping experience is seamless. This Support Policy outlines the various support services we offer and the process for reaching out for assistance.

1. Customer Support Channels

We offer several ways for customers to get in touch with our support team:

• Email Support: For any inquiries or issues, you can contact us at twinsfajalimited@gmail.com. We strive to respond to all emails within 24 hours.
• Live Chat: Our live chat support is available on our website. During business hours, you can chat with a representative in real-time fr immediate assistance.
• Phone Support: Call us at +2347000211211 for direct, personalized assistance. Our support team is available 8:00am to 9:00pm.

2. Support Hours

• Our support team is available Monday to Friday from 8:00am to 9:00pm.
• For any urgent inquiries or assistance outside of these hours, please email us, and we will respond as soon as possible.

3. Order and Product Support

• Order Status: For information on your order status, tracking numbers, or delivery issues, please refer to your order confirmation email or log into your account on our website.
• Product Support: If you have any questions regarding the products you’ve purchased, such as features, sizing, or usage, please don’t hesitate to contact us via email or live chat.

4. Returns and Refunds

• We offer a 5-day return policy. If you're not completely satisfied with your purchase, you may return the item(s) for a full refund or exchange, subject to our return conditions.
• Please refer to our Return & Exchange Policy https://mobile.twinsfaja.com/return-policy for detailed instructions on how to process returns.
• For any issues related to refunds or returns, please reach out to our support team, and we will ensure prompt assistance.

5. Technical Support

If you experience technical difficulties while browsing our website or during checkout, please report the issue to our support team. Common issues may include:

• Issues with login or account creation
• Errors during the checkout process
• Payment processing errors
• Issues with viewing products or adding items to your cart

Our technical support team will work to resolve these issues quickly.

6. FAQ Section

Before contacting support, please check our Frequently Asked Questions (FAQ) section, where you may find answers to common queries about shipping, returns, orders, and more.

7. Response Times

• Email: We aim to respond to all inquiries within 24 hours, excluding weekends and holidays.
• Live Chat: Response times vary depending on demand, but we typically aim to reply within a few minutes during business hours.
• Phone: Our average response time is under 5 minutes.

8. Privacy and Data Security

Your privacy is important to us. Any information you share with our support team will be handled securely in accordance with our Privacy Policy [link to Privacy Policy]. We take appropriate measures to safeguard your personal and payment details during support interactions.

9. Customer Feedback

We value your feedback! If you have suggestions or comments about how we can improve our support services, please feel free to share them with us. Your insights help us to continually enhance our customer service experience.

10. Support Limitations

While we strive to provide the best possible support, please be aware that we cannot assist with:

• Issues not related to products or services offered on our website
• External or third-party service problems (e.g., shipping carrier issues, third-party payment processors)
• Damages caused by misuse or neglect of products after purchase

Contact Us:

For any assistance, don’t hesitate to reach out to us through our available support channels. We’re here to help!

Thank you for choosing Twinsfaja Nigeria Limited. We look forward to serving you!