Support Policy

At Thuni Bazaar, we are committed to providing fast, reliable, and friendly customer support. This Support Policy outlines how customers can contact us, how we handle queries, and the expected response times.

1. Customer Support Availability

Our support team is available during the following hours:

Monday – Saturday: 9:00 AM to 9:00 PM
Sunday: Limited support (urgent issues only)

We aim to respond to all messages as quickly as possible within the above hours.

2. How to Contact Support

Customers can reach us through the following channels:

• WhatsApp: [Your WhatsApp Number/Link]

• Phone: [Your Phone Number]

• Email: [Your Email Address]

• Instagram DM: @thunibazaar (optional)

For fastest resolution, WhatsApp is recommended.

3. Support For Orders

Our support team assists with:

• Order confirmation

• Design approval for customised items

• Size and color guidance

• Order status updates

• Tracking information

• Delivery issues

Please share your order number when contacting us for faster service.

4. Support For Customised Products

We help customers with:

• Design discussions

• Printing method suggestions

• Preview/mockup approvals

• Pricing for bulk/custom orders

Note: Delay in design approval from the customer may extend order processing time.

5. Response Time

• WhatsApp: Within 1–3 hours

• Email: Within 12–24 hours

• Phone: Immediate response during working hours

• Social Media DMs: Within 12 hours

During high-demand seasons, response times may be slightly longer.

6. Issue Resolution Time

We aim to resolve:

• Basic queries: Within the same day

• Order-related issues: 1–2 business days

• Delivery/return issues: 2–4 business days

• Technical or design-related queries: 1–3 business days

7. Support Limitations

Our support team may not handle:

• Copyright issues related to customer-submitted designs

• Courier delays outside our control

• Requests outside business hours (non-urgent)

• Repeated follow-ups before the standard resolution time

8. Customer Responsibility

To help us support you better, customers must:

• Provide correct order details

• Respond promptly for design approvals

• Share clear photos/videos for complaint verification

• Provide accurate contact and delivery information

9. Escalation

If a customer is not satisfied with the initial support:

You may escalate by emailing:
? [Your Email Address – Escalation Contact]

Escalations are reviewed within 24–48 hours.

10. Policy Updates

Thuni Bazaar may update the Support Policy at any time. Changes will be reflected on this page.

We’re Here to Help

For any assistance, feel free to reach out.
Your satisfaction is our priority.