Support Policy

At Sanloaw Shop, we are committed to providing exceptional customer service to ensure your shopping experience is smooth and hassle-free. Our support team is available to assist with any queries, issues, or concerns you may have.

1. ? How to Contact Us

You can reach our customer support team through the following methods:

• Phone: +254 717 207 371

• Email: support@sanloaw.com

• Live Chat: Available on our website during business hours.

Our support team is available Monday to Friday, from 9:00 AM to 6:00 PM (EAT).

2. ⏳ Response Times

• Email Support: We aim to respond to all email inquiries within 24 hours.

• Phone Support: For immediate assistance, call us during business hours. If we miss your call, we will call you back as soon as possible.

• Live Chat: Available during business hours for real-time assistance.

3. ? Return and Exchange Support

For assistance with returns, exchanges, or refunds, please refer to our Return Policy. If you need help initiating a return, our support team will guide you through the process.

4. ? Order Support

If you have questions about your order, such as shipping updates, delivery issues, or item availability:

• Provide your order number and details of the issue.

• Our team will work quickly to resolve any issues related to order fulfillment or delivery.

5. ?️ Product Support

For product-related inquiries, such as:

• Questions about product features

• Product compatibility

• Warranty or usage instructions

Please reach out with the product name and your specific query, and we’ll provide you with all the necessary details.

6. ? Feedback and Complaints

We appreciate your feedback! If you have a complaint or suggestion to improve our services, please contact us directly. We value your input and will work to resolve any issues promptly.

7. ? Support Hours and Availability

Our customer support team is available Monday to Saturday, from 9:00 AM to 6:00 PM (EAT). Please note that our support team is closed on weekends and public holidays, but we aim to respond to all inquiries on the next business day.

8. ? Escalations

If your issue is not resolved to your satisfaction, you may request to have your case escalated to a senior support representative for further assistance.

By using Sanloaw Shop, you agree to this Support Policy. We reserve the right to update or modify it at any time.