Customer Service Policy

Last Updated: March 16, 2026

At Maimoon Traders Ltd, we are committed to providing exceptional customer service. This policy explains how we support our customers, handle enquiries, and ensure a positive shopping experience.

1. Customer Support Hours

Our customer support team is available during the following business hours:

• Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
• Weekends & Public Holidays: Closed

Enquiries received outside business hours will be responded to on the next working day.

2. Contacting Customer Service

You can reach our support team using the following methods:

Email: contact@maimoontraiders.com
Phone: +44 20 7701 5427

To help us assist you more efficiently, please provide:

• Your full name.
• Your order number (if applicable).
• A detailed description of your enquiry or issue.

3. Response Times

• Email enquiries are typically answered within 1–2 business days.
• Phone enquiries are answered during business hours.
• If we miss your call, please leave a voicemail and we will return your call within one business day.
• Messages received through other communication channels will be answered as quickly as possible during business hours.

4. Types of Support

Our customer service team can assist with:

• Order status and delivery enquiries.
• Returns, cancellations, and refunds.
• Damaged or defective products.
• Product information and recommendations.
• General questions regarding our policies and services.

5. Order Issues

If you experience any issues with your order, including:

• Missing items.
• Incorrect products received.
• Damaged or defective items.
• Delivery problems.

Please contact us as soon as possible. We will investigate the issue and provide an appropriate solution, including a replacement, refund, or return instructions where applicable.

6. Returns & Refund Support

Our team will guide you through every step of the return process by:

• Confirming your eligibility under our Refund & Return Policy.
• Providing return instructions.
• Processing refunds promptly after returned items have been inspected.

Our goal is to make the returns process as simple and transparent as possible.

7. Feedback & Complaints

We value customer feedback and take all complaints seriously.

• Feedback may be submitted by email or phone.
• Complaints are acknowledged within one business day whenever possible.
• We aim to resolve complaints fairly within 5–7 business days.

Your feedback helps us continually improve our products and services.

8. Privacy & Confidentiality

Any personal information shared with our customer service team is handled in accordance with our Privacy Policy.

• Your information is used only to resolve your enquiry.
• Customer information is stored securely.
• Information is never shared with unauthorised third parties.

9. Our Commitment to Quality

Maimoon Traders Ltd is committed to:

• Providing accurate product information.
• Processing orders efficiently.
• Maintaining transparent business practices.
• Responding professionally and respectfully to every customer.
• Delivering an outstanding shopping experience.