Customer Support Policy for Colorholics Marketplace

Introduction At Colorholics Marketplace, we are committed to providing exceptional support to our customers. Our goal is to ensure a seamless shopping experience for our global community. Below are the policies and procedures for resolving customer inquiries efficiently and professionally.


1. Support Channels We offer multiple channels to assist our customers:

  • Email Support: support@colorholicsmarketplace.com (Available 24/7; response time: 1 business day)
  • Live Chat: Accessible through our website during business hours (9 AM – 6 PM EST).
  • Phone Support: +1-678-820-1778 (Available Monday to Friday, 10 AM – 5 PM EST).
  • Help Center: Visit our FAQs and Knowledge Base at www.colorholicsmarketplace.com/help.

2. Common Customer Queries

2.1. Order Issues

  • Order Tracking: Use the tracking number provided in your confirmation email to follow your order’s status.
  • Missing/Damaged Items: Report missing or damaged items within 5 days of delivery for resolution.
  • Order Modifications: Orders can be modified within 24 hours of placement by contacting our support team.

2.2. Returns and Refunds

  • Return Policy: We accept returns within 14 days of delivery for items that meet our return guidelines. Please initiate a return request at www.colorholicsmarketplace.com/returns.
  • Refund Processing: Refunds are processed within 7-10 business days after the returned item is received and inspected.
  • Exchanges: Exchanges are subject to product availability. Contact us for assistance.

2.3. Account and Login Help

  • Reset passwords through the “Forgot Password” link on the login page.
  • For account issues, email support@colorholicsmarketplace.com with your registered email address.

3. Escalation Process If you are unsatisfied with the initial resolution, please request to escalate your case. A senior support agent will review your issue and provide an update within 2 business days.


4. Customer Support Guidelines

4.1. Respect and Professionalism We treat all customers with respect and expect the same in return. Abusive language or behavior towards our staff will not be tolerated and may result in the termination of support services.

4.2. Clear Communication Provide detailed information about your issue, including:

  • Order number
  • Screenshots (if applicable)
  • Date and time of the incident This will help us resolve your query faster.

4.3. Confidentiality and Data Security Your data is protected according to our Privacy Policy. We will never share your personal information with third parties without your consent.


5. Response Times

  • Email Inquiries: 1 business day
  • Live Chat: Instant during business hours
  • Phone Support: Typically resolved on the same call
  • Escalations: Within 2 business days

6. Feedback and Suggestions We value your feedback! Share your thoughts at feedback@colorholicsmarketplace.com to help us improve our services.


7. Special Considerations for Global Customers

  • Support is available in multiple languages for select regions. Contact us for language-specific assistance.
  • Time zone differences may affect response times; we appreciate your patience.

Contact Us We’re here to help! Reach out anytime via the channels above for a prompt resolution of your inquiries. Thank you for choosing Colorholics Marketplace for your shopping needs.