1. Introduction
At OurDuka, we are dedicated to providing exceptional customer support to ensure a seamless shopping experience. Our Support Policy outlines the types of support we offer, response times, and how to get in touch with our support team.

2. Types of Support

• Product Inquiries:
  For questions about product details, availability, and specifications, our support team is ready to assist.
• Order Assistance:
  Get help with order status, tracking, cancellations, and modifications.
• Technical Support:
  We offer assistance with website navigation, account setup, and resolving technical issues.
• Returns & Refunds:
  Our team can guide you through the return process and answer questions about refunds and exchanges.
• Vendor Support:
  Dedicated support for sellers, including help with account management, product listings, and order fulfillment.

3. Contacting Support

• Email Support:
  Reach out to us at support@ourduka.co.ke for all inquiries. We aim to respond within 24 hours.
• Live Chat:
  Our live chat is available during business hours for instant assistance. Look for the chat icon on our website.
• Phone Support:
  Call us at 0796746450 for urgent matters. Our phone lines are open from 24/7.
• Help Center:
  Visit our Help Center for FAQs, troubleshooting guides, and other self-help resources.

4. Response Times

• Email:
  Standard response time is within 24 hours on business days.
• Live Chat:
  Responses are typically immediate during business hours.
• Phone:
  Calls are answered within 1 minutes during business hours.

5. Support Availability

• Business Hours:
  Our support team is available from Monday to Saturday, 24/7.
• After-Hours Support:
  For urgent issues outside of business hours, please email us, and we will respond as soon as possible.

6. Escalation Process

• Step 1:
  If your issue is not resolved to your satisfaction, please request to escalate the matter to a supervisor.
• Step 2:
  Our supervisory team will review your case and work to resolve the issue promptly.
• Step 3:
  If further assistance is needed, your case may be escalated to senior management for resolution.

7. Feedback We value your feedback. If you have suggestions for improving our support services, please let us know at feedback@ourduka.co.ke

8. Updates to This Policy OurDuka reserves the right to update this Support Policy as needed. Changes will be communicated via our website or email notifications.

9. Contact Us For any support-related inquiries, please contact us at support@ourduka.co.ke