Support Policy Page

# Support Policy for Novanestae Online Shopping

## 1. Introduction

At Novanestae, we are committed to providing exceptional customer support to ensure a seamless shopping experience. This Support Policy outlines the guidelines and processes for addressing customer inquiries, issues, and feedback.

## 2. Support Channels

We offer multiple channels to assist you:

- **Email:** [email protected]

- **Phone:** +971 56 875 6151

- **Live Chat:** Available on our website during business hours

## 3. Operating Hours

Our customer support team is available to assist you during the following hours:

- **Monday to Friday:** 9:00 AM to 6:00 PM (UAE time)

- **Saturday:** 10:00 AM to 4:00 PM (UAE time)

- **Closed on Sundays and public holidays**

## 4. Response Times

We aim to respond to inquiries promptly:

- **Email:** Within 24 hours

- **Phone and Live Chat:** Immediate assistance during operating hours

## 5. Types of Support Provided

Our support team is ready to assist with:

- **Order Inquiries:** Status updates, tracking information, and changes to orders

- **Returns and Refunds:** Guidance on eligibility, process, and timelines

- **Technical Issues:** Assistance with account access, payment issues, and website functionality

- **Product Information:** Details about items, availability, and specifications

## 6. Escalation Process

If your issue is not resolved to your satisfaction, you may escalate it:

1. Contact our support team with details of your concern.

2. If unresolved, request escalation to a supervisor.

3. Supervisors will review and respond within 2 business days.

## 7. Feedback and Suggestions

We value your feedback to improve our services. You can share suggestions or report issues via email at [email protected].

## 8. Limitations of Support

While we strive to assist with all inquiries, the following are beyond our scope:

- Support for third-party websites or services linked to our platform

- Resolving disputes outside of Novanestae’s policies and procedures

- Issues related to external payment processors or shipping delays caused by carriers

## 9. Changes to Support Policy

We may update this Support Policy to enhance our services. Changes will be effective upon posting on our website. Continued use of our platform constitutes acceptance of the updated policy.

## 10. Contact Us

For further assistance, reach out to our support team:

Email: [email protected]  

Phone: +971 56 875 6151 

Thank you for choosing Novanestae. We’re here to help!