Support Policy

Support Policy

This page explains how customer support works on Lokalionline and what you can expect when you contact us.

1. How to reach support

You can contact support by opening a ticket from your account, messaging a seller directly about an order, or using the contact details listed in the footer of the site.

2. Response times

• General inquiries: within 24–48 hours on business days.
• Order problems (missing, damaged or wrong item): within 24 hours on business days.
• Account and payment issues: within 48 hours on business days.

Response times may be longer during weekends and public holidays.

3. What our support team can help with

• Order tracking and delivery questions.
• Returns, refunds and cancellations.
• Account access, verification and security.
• Reporting a seller or a suspicious listing.
• General questions about using the platform.

4. What support cannot do

Our support team cannot change the price of an order that has already been placed, guarantee stock availability, or act on behalf of a seller for matters that are the seller's own responsibility (for example, product quality). In these cases we help mediate between buyer and seller.

5. Fair use

Please be respectful when contacting support. Abusive language or repeated bad-faith tickets may result in limited support access.