Support Policy Page

Effective Date: Nov 23, 2025

At Luxe-Athletics (“we,” “us,” or “our”), we are committed to providing exceptional customer support to ensure a seamless and satisfying experience for all users of our website (the “Website”) and our online marketplace services (collectively, the “Services”). This Support Policy explains how we handle customer inquiries, complaints, and technical issues, as well as the steps you can take to get assistance. By using our Services, you agree to the terms of this Support Policy, which supplements our Terms and Conditions and Privacy Policy.

1. Purpose of Our Support Services

Our support team is here to assist you with:

• Account-related issues (e.g., login problems, updating account information).
• Order inquiries (e.g., order status, cancellations, tracking).
• Payment issues (e.g., failed transactions, refund requests).
• Product or service questions (e.g., product details, availability).
• Returns, exchanges, or refunds, as outlined in our Return and Refund Policy.
• Technical issues (e.g., Website errors, navigation difficulties).
• Feedback, complaints, or general inquiries about the Services.

2. How to Contact Us

We provide multiple channels so you can reach us conveniently:

a. Email Support

• Email: support@luxe-athletics.com
• Best for: Detailed inquiries, order issues, refund requests, or complaints.
• Please include your name, order number (if applicable), and a clear description of your issue.

b. Phone Support

• Phone: 
• Hours: Monday–Friday, 9:00 AM–5:00 PM EST
• Best for: Urgent issues or real-time assistance.

c. Live Chat

• Available on the Website (look for the chat icon).
• Hours: Monday–Friday, 9:00 AM–5:00 PM EST
• Best for: Quick questions or technical assistance.

d. Help Center / FAQ

• Visit the Help Center for FAQs, guides, and troubleshooting resources.
• Best for: Common issues like tracking orders, managing accounts, or understanding policies.

e. Postal Mail

• Address: FLAT B01, 2/F, KIN TAK FUNG IND BUILDING,
  174 WAI YIP STREET,
  KWUN TONG, HONG KONG
• Best for: Formal complaints or written correspondence.
• Note: Postal mail responses may take longer.

3. Response Times

We strive to respond promptly:

• Email: Within 24–48 hours (Monday–Friday)
• Phone: Immediate support during business hours
• Live Chat: Near-instant replies during support hours
• Help Center: 24/7 access
• Postal Mail: Within 5–10 business days after receipt

Complex issues may require additional time; we will keep you updated.

4. Support Process

a. Submitting a Request

Provide as much detail as possible, including contact information, order number, and a clear explanation.
For technical issues, include device type, browser, screenshots, or error details.

b. Acknowledgment

You will receive confirmation of your request with a reference number for tracking.
Phone or chat inquiries may receive immediate guidance.

c. Resolution

Our team will review your issue and provide a solution or next steps.
Order-related issues may involve our Return and Refund Policy or Terms and Conditions.

d. Escalation

If you are not satisfied, request escalation to a supervisor by replying with your reference number.
Escalated cases will be reviewed within 3–5 business days.

5. Common Support Scenarios

a. Order Issues

• Status/tracking assistance
• Cancellations before order processing
• Reporting incorrect or missing items within 7 days of delivery

b. Payment Issues

• Failed transaction troubleshooting
• Refunds processed per our Return and Refund Policy

c. Technical Issues

• Troubleshooting for website errors or login issues
• Assistance with browser or device-related problems

d. Returns and Refunds

• Refer to our Return and Refund Policy
• Contact us to initiate any return, exchange, or refund

e. Product Inquiries

• Details on product specifications, availability, or compatibility

6. User Responsibilities

You agree to:

• Provide accurate and complete information
• Respond promptly to follow-up questions
• Communicate respectfully with our support team

Inappropriate or abusive behavior may result in refusal of service.

7. Feedback and Complaints

We welcome your feedback:

• Email suggestions or concerns to support@luxe-athletics.com
• Complaints will be reviewed within 5 business days
• You may escalate unresolved issues to a supervisor

8. Limitations of Support

• We cannot resolve issues related to third-party services beyond coordination
• Issues caused by your device, internet, or misuse are not covered
• Support is provided primarily in English

9. Privacy and Security

• All support-related information is handled per our Privacy Policy
• Identity verification may be required for sensitive requests
• Do not send passwords or full credit card details via email or chat

10. Changes to This Support Policy

We may update this policy from time to time. Updates will be posted with a new Effective Date. Continued use of our Services means acceptance of the revised policy.

11. Contact Us:

For support or questions:

Email: support@luxe-athletics.com