Support Policy | Lusteric
Your satisfaction is our top priority at Lusteric. Our dedicated support team is here to assist you with any issues related to orders, products, accounts, payments, or vendor inquiries.
1. Our Commitment
We aim to deliver fast, professional, and helpful support to both customers and sellers. Our support is:
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? Responsive – We aim to respond within 24–48 hours on business days
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? Accessible – Available via email, phone, and live chat
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? Helpful – Trained to resolve issues quickly and clearly
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? Available – Support hours: Mon–Sat | 10 AM to 7 PM
2. Customer Support Includes
We provide assistance for:
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Order status & delivery tracking
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Issues with payment methods (COD, JazzCash, etc.)
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Product details and usage guidance
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Returns, exchanges, and refunds
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Account access or login problems
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Complaints regarding product quality or packaging
? For quick answers, visit our FAQs page or check your My Orders section.
3. Seller/Vendor Support Includes
Vendors can reach out for help with:
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Product uploads, images, and descriptions
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Order fulfillment and shipping queries
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Payment settlements & commission reports
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Seller dashboard usage and reports
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Violation notices or performance reviews
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Promotional campaigns & banner placements
? You can also find guides and updates in the Vendor Panel.
4. What Our Support Does Not Cover
We do not provide support for:
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External courier service disputes (after handover)
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Damages due to customer misuse
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Unauthorized transactions outside our platform
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Fake or misleading product claims made by third parties
5. Response & Resolution Time
| Issue Type | Response Time | Resolution Time |
|---|---|---|
| General Inquiry | 24 hrs | 1–2 business days |
| Order/Delivery Issue | 12–24 hrs | 2–5 business days |
| Refund/Return Request | 24–48 hrs | 3–7 business days |
| Seller Technical Assistance | 24–48 hrs | 1–3 business days |
6. Escalation Process
If your issue is unresolved or urgent:
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Contact support with your order number or vendor ID
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If unsatisfied with the first response, request an escalation
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Our senior support team will review your case within 48 hours
7. How to Reach Us
Need help? We’re always just a message away.
? Email: lustericofficial@gmail.com
? Phone/WhatsApp: 0329-0409483
? Live Chat: Available on www.lusteric.com
Thank You for Choosing Lusteric! ?
We’re here to help you glow – every step of the way.
