Support Policy Page

Customer Support Policy

At Twafume, we are committed to providing you with a seamless shopping experience and exceptional customer service. Our support team is always ready to assist you with any inquiries, issues, or concerns you may have.

1. Support Channels

You can reach our customer support team through the following methods:

• Email: info@twafume.com

• Phone / WhatsApp: +966 54 564 2828

• Social Media: Instagram, Facebook, TikTok — Direct Messages

• Operating Locations:

  • Riyadh, Saudi Arabia

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2. Support Hours

Our customer support team is available during the following hours (local time):

• Sunday – Thursday: 10:00 AM – 7:00 PM

• Friday & Saturday: Closed / Limited support (Social media inquiries may still be answered)

Note: Response times may vary during public holidays.

3. Services We Provide

• Assistance with product information and recommendations.

• Order status updates and tracking support.

• Help with returns, refunds, and exchanges.

• Assistance with account and payment issues.

• Handling complaints, concerns, or feedback.

4. Response Time

We aim to respond to all inquiries as quickly as possible:

• Email inquiries: Within 24 hours (business days)

• Phone/WhatsApp: Immediate or within 2 business hours

• Social Media: Within 24 hours

5. Customer Commitment

At Twafume, we strive to:

• Handle every inquiry with care, professionalism, and confidentiality.

• Provide accurate and helpful information.

• Resolve complaints or concerns in a fair and timely manner.

• Continuously improve our products and services based on your feedback.

Your satisfaction is our priority.
If you have any questions, feel free to contact us — we are always happy to assist.