Customer Support Policy – Havilahhair | Wig & Hair Extension Assistance

Effective Date: 22/04/2025

At Havilahhair Limited, we are committed to providing exceptional customer support to ensure a seamless and satisfying shopping experience for all our customers. This Support Policy outlines how and when you can contact us, what you can expect, and how we aim to resolve your issues efficiently.

1. Support Channels

You can reach our Customer Support Team through the following channels:

· Email Support: support@havilahhair.com

· Phone Support: +90 548 833 07 84

· Live Chat: Available during business hours on https://havilahhair.com

· Social Media: Message us on Instagram (@havilah_hair)

2. Support Hours

Our support team is available during the following hours:

Monday – Friday: 9:00 AM – 6:00 PM (GMT+3)
Saturday: 10:00 AM – 4:00 PM
Sunday & Public Holidays: Closed

Messages received outside of business hours will be responded to the next working day.

3. Response Times

We aim to respond to all customer inquiries within:

· Email: 24–48 business hours

· Live Chat: Under 10 minutes during operating hours

· Social Media DMs: 24–72 business hours

· Phone Calls: Instant during business hours (wait times may vary)

4. Order & Shipping Inquiries

For questions related to:

· Order confirmation or tracking

· Shipping status or delays

· Modifying or canceling an order (within 1 hour of placement)

Please provide your Order Number and registered email address for faster service.

5. Returns & Refunds

Support for returns, exchanges, or refunds is available as per our Return & Refund Policy. Customers are required to contact support within the specified return window and include photos if the product is damaged or incorrect.

6. Technical Issues

For issues related to:

· Account access

· Website functionality

· Payment errors

Please include detailed information and screenshots (if possible) to help us resolve the issue promptly.

7. Escalation

If your issue is not resolved within the standard timeframe or you require urgent assistance, you may request escalation by emailing support@havilahhair.com with the subject line “URGENT: Escalation Request”.

8. Customer Responsibility

To ensure prompt and accurate service, customers are expected to:

· Provide clear and truthful information

· Use respectful language when communicating

· Check their spam/junk folder for replies

Abusive or inappropriate behavior may result in restricted support access.

9. Policy Updates

We may revise this Support Policy from time to time. Updates will be posted on our website with the revised effective date. Continued use of our services implies acceptance of the updated policy.