Support Policy
Last updated: May 2026
At The Ladies Loft, we are committed to providing you with excellent customer service. Here's everything you need to know about how we can help you.
1. How to Reach Us
WhatsApp (Preferred)
The fastest way to reach us is via WhatsApp. We typically respond within 1-2 hours during business hours.
Business Hours
Monday — Saturday: 8:00 AM — 8:00 PM (GMT)
Sunday: 10:00 AM — 5:00 PM (GMT)
2. What We Can Help With
- Order status and tracking enquiries
- Product information and availability
- Payment and billing questions
- Delivery updates and issues
- Account-related assistance
- Product recommendations
- Complaints and feedback
3. Order Issues
If you experience any issues with your order, please contact us within 48 hours of delivery with the following information:
- Your order reference number
- A description of the issue
- Photos of the product (if applicable)
We will review your case and respond within 24 hours with a resolution.
4. Cancellations
Orders can be cancelled within 2 hours of placing them, provided they have not yet been dispatched. To cancel an order, contact us immediately via WhatsApp with your order reference.
5. Response Times
Expected Response Times
WhatsApp: Within 1-2 hours during business hours
Order issues: Within 24 hours
6. Feedback
We love hearing from our customers! Your feedback helps us improve. Whether it's a compliment, suggestion, or complaint, please don't hesitate to reach out. Every message is read and valued.