Support Policy Page

At SoftToys.lk, we are committed to providing exceptional support to ensure a seamless shopping experience. Our Support Policy outlines the assistance you can expect and how to reach us when you need help.

1. Customer Support Availability

• Our customer support team is available to assist you Monday to Friday, 9:00 AM to 6:00 PM (Sri Lanka Standard Time).

• Support requests received outside business hours will be addressed on the next working day.

2. Contact Methods

You can reach us through the following channels:

• Email: info@softtoys.lk (Response within 24 hours during business days)

• Phone: 0710150666 (Available during business hours)

• Live Chat: Accessible via our website during business hours for instant assistance.

3. Types of Support Provided

• Order Assistance:

  • Help with placing, tracking, or modifying your order.

• Product Information:

  • Guidance on product features, care instructions, and availability.

• Returns and Refunds:

  • Assistance with initiating returns or tracking your refund status.

• Technical Issues:

  • Support with navigating our website, accessing your account, or resolving technical problems.

4. Response Time

We aim to respond to all support inquiries promptly:

• Email Inquiries: Within 24 hours on business days.

• Phone Calls: Immediate assistance during business hours.

• Live Chat: Real-time assistance during business hours.

5. Escalation Process

If your issue is not resolved to your satisfaction, you may escalate it by emailing us at info@softtoys.lk with the subject line "Escalation." Our senior support staff will review and respond within 48 hours.

6. Limitations of Support

While we strive to assist with all inquiries, our support team cannot:

• Provide assistance with third-party services or platforms.

• Offer technical support for non-SoftToys.lk products.

• Process support requests without adequate order details or proof of purchase.

7. Feedback and Suggestions

We value your feedback and suggestions. If you have ideas to improve our services or products, please email us at info@softtoys.lk. Your input helps us serve you better.

8. Contact Us

If you have any questions or require assistance, please do not hesitate to reach out:

• Email: info@softtoys.lk

• Phone: 0710150666

• Address: Mahiyangana Road, Badulla, Sri Lanka

Thank you for choosing SoftToys.lk. We are here to support you every step of the way.