Last Updated: 20-Aug-2025

1. Our Commitment to You
At Sellie Deals, we are dedicated to providing you with a seamless shopping experience. This Support Policy outlines the standards, channels, and procedures we have in place to assist you. Our goal is to resolve your inquiries efficiently, professionally, and with a friendly attitude.

2. How to Contact Our Support Team
We offer multiple channels for you to reach us. Please use the most appropriate one for a faster resolution.

3. What You Can Contact Us For
Our support team is trained to assist you with a wide range of issues, including but not limited to:

• Order Assistance: Order status, tracking information, order modifications, and cancellation requests.

• Product Inquiries: Questions about product features, availability, and specifications.

• Returns & Refunds: Guidance on our return process and status updates on your return/refund.

• Payment Issues: Failed transactions, payment confirmation, and voucher/discount code problems.

• Account Support: Help with logging in, password resets, and updating account information.

• Website Feedback: Reporting website bugs or providing suggestions for improvement.

4. Our Service Level Commitment
We strive to respond to all customer inquiries within the timeframes stated above. Please note that response times may be longer during peak periods such as major sales promotions or public holidays. We appreciate your patience and understanding.

5. Information to Provide for Faster Support
To help us assist you quickly and effectively, please have the following information ready when you contact us:

• Your full name and email address associated with your account.

• Your Order Number (for any order-related issues).

• A clear and detailed description of your issue or question.

• For technical issues, screenshots are extremely helpful.

• For damaged/defective items, photos or videos as evidence.

6. Escalation Process
If you feel your issue has not been resolved to your satisfaction by our initial support agent, you have the right to request an escalation. Please state clearly that you wish to have your ticket escalated to a supervisor or a senior support specialist. We are committed to ensuring every customer concern is fully addressed.

7. Our Code of Conduct
We are committed to treating all our customers with respect, empathy, and professionalism. In return, we expect our customers to communicate with our support team without the use of abusive language, threats, or harassment. We reserve the right to terminate support interactions that violate this principle.

8. Continuous Improvement
Your feedback helps us improve. We may follow up on resolved support tickets with a short survey to measure your satisfaction and identify areas where we can enhance our service.

9. Policy Updates
We may update this Support Policy from time to time to reflect changes in our services or feedback from customers. The "Last Updated" date at the top of this page will indicate when the latest changes were made.

Thank you for choosing Sellie Deals. We are here to help!