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Support Policy

Support Policy for Solemn Shopping Nigeria 

Last Updated: 12 April, 2025

At Solemn Shopping, we prioritize exceptional customer experiences. This policy outlines our commitment to resolving inquiries, technical issues, and concerns promptly and professionally. 

 

1.        Support Availability

Business Hours:      8am – 6pm 

Monday–Saturday: 8:00 AM – 6:00 PM 

24/7 Self-Service Resources: Access our Customer support for FAQs, troubleshooting guides, and order tracking. 

 

2.        Support Channels

Reach us via the following methods:

Office Line:   +2348056852205, +2348066105690

Email              support@solemn.com.ng

 

3.        Scope of Support

We assist with

·        Order status, tracking, and cancellations (pre-shipment). 

·        Product details, sizing, and inventory inquiries. 

·        Returns, refunds, and exchanges (per our Return Policy). 

·        Website/app errors, account access, and payment failures. 

·        Billing disputes and invoice requests. 

We cannot assist with

§  Third-party delivery delays (contact the carrier directly). 

§  Altering orders after shipment. 

§  Issues unrelated to our platform (e.g., payment provider disputes). 

4.        Escalation Process 

If your issue remains unresolved: 

1.     Request escalation from the initial support agent. 

2.     A senior support specialist will review within [24 - 48 hours]. 

3.     For critical issues, contact the support Manager 

5.        Customer Responsibilities

To expedite resolutions, please provide: 

·        Order number, email, or account details. 

·        Screenshots/error messages (for technical issues). 

·        Clear descriptions of the problem. 

6.        Feedback & Complaints

We value your input! Submit feedback via: 

§  Customer Satisfaction Surveys (sent post-resolution). 

§  Email: support@solemn.com.ng   

All complaints are logged, reviewed, and addressed within 5 business days. 

 

7.        Confidentiality & Security

§  We protect your data per our Privacy Policy. 

§  Never share sensitive information (e.g., passwords or emails) via unsecured channels. 

8.        Policy Updates

This policy may be revised periodically. Changes will be posted on our website with updated effective dates. 

 

Contact Us

Solemn Shopping

https://solemn.com.ng

+2348056852205, +2348066105690

support@solemn.com.ng    

 

 

SOLEMN SHOPPING NIGERIA - UNIVERSAL HYBRID COMMERCE MARKETPLACE