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1. Official Contact Details

Customer Service Email: support@shapoura.com

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM CET/CEST.

Requests submitted outside of our regular customer service hours will generally be addressed on the next business day.

Customer service hours may be extended during weekends, holidays, periods of high demand, or circumstances requiring additional investigation.

For urgent matters, customers should clearly indicate the nature of the issue in the email subject line and provide all relevant information.

2. Authorized Communication Channels

The official customer service email for customer support and order-related inquiries is:

support@shapoura.com

SHAPOURA recommends that customers use official SHAPOURA communication channels when submitting requests concerning orders, payments, returns, refunds, shipping, or other customer service matters.

Communications received through unofficial social media accounts, unauthorized messaging applications, third-party websites, or other channels not operated or designated by SHAPOURA may not be treated as official customer service requests.

SHAPOURA is not responsible for communications, promises, representations, or transactions conducted through unauthorized accounts or third-party channels claiming to represent SHAPOURA.

3. Use of Customer Contact Information

Information provided when contacting SHAPOURA may be used for legitimate business and operational purposes, including:

• Processing and managing orders;
• Providing customer support;
• Responding to inquiries and requests;
• Handling complaints and feedback;
• Providing order and shipping updates;
• Verifying information relating to an order or transaction;
• Investigating potential fraud or unauthorized activity; and
• Complying with applicable legal or regulatory obligations.

Personal information will be handled in accordance with our Privacy Policy and applicable privacy laws.

SHAPOURA does not sell or rent customer contact information for money.

4. Business and Collaboration Inquiries

Requests regarding partnerships, collaborations, sponsorships, influencer programs, media opportunities, or other business proposals should be submitted through:

support@shapoura.com

Business and collaboration inquiries should include, where applicable:

• Name or company name;
• Relevant background or profile;
• Description of the proposed collaboration;
• Relevant social media or website links;
• Proposed objectives;
• Expected deliverables; and
• Any relevant commercial terms or requirements.

SHAPOURA LLC reserves the right to review, accept, reject, or postpone any proposal at its sole discretion.

Submitting a proposal does not create any obligation for SHAPOURA to respond, negotiate, enter into an agreement, or proceed with the proposed collaboration.

SHAPOURA generally does not accept formal collaboration proposals through social media direct messages or unofficial messaging applications.

5. Response Times and Case Handling

SHAPOURA aims to respond to customer and business inquiries within 24–48 business hours.

Response times may be extended during weekends, holidays, periods of high demand, or circumstances requiring additional investigation.

Certain matters may require additional time due to their complexity or because information must be obtained from third-party carriers, payment processors, fulfillment providers, or other service providers.

To help us respond efficiently, customers should provide relevant information such as:

• Order number;
• Name and email associated with the order;
• Product information;
• Description of the issue;
• Relevant photographs or screenshots; and
• Any other information reasonably necessary to investigate the matter.

SHAPOURA may escalate complex or sensitive matters to an appropriate member of management or another authorized team member.

6. Complaints and Feedback

SHAPOURA takes customer complaints and feedback seriously and will make reasonable efforts to review and address them.

Where possible, customers should first contact support@shapoura.com and provide sufficient information to allow the matter to be investigated.

We generally aim to provide a response or resolution within 5 business days, although the actual time may vary depending on the nature and complexity of the issue.

Where appropriate, unresolved matters may be escalated for additional review.

Nothing in this Contact Policy limits any rights or remedies available to customers under applicable law.

7. Confidentiality and Data Protection

Information provided to SHAPOURA through customer service or other official communication channels will be handled in accordance with our Privacy Policy.

SHAPOURA takes reasonable measures to protect customer information from unauthorized access, use, disclosure, or misuse.

SHAPOURA will not intentionally disclose personal information to unauthorized parties except where permitted or required by applicable law, legal process, court order, law enforcement request, or where reasonably necessary to protect SHAPOURA, its customers, or third parties.

8. No Guarantee of Immediate Response

Although SHAPOURA aims to respond within the timeframes described in this policy, response times are estimates and are not guaranteed.

A delay in responding to an inquiry does not constitute an admission of liability, acceptance of a claim, or waiver of any rights or defenses available to SHAPOURA.

9. Policy Updates

SHAPOURA LLC may update or modify this Contact Policy from time to time to reflect changes in our services, operations, communication channels, customer service procedures, or applicable legal requirements.

Any changes will be published on this page. The “Last Updated” date shown at the end of this section indicates the date on which this Contact Policy was most recently updated.

Customers are encouraged to review this page periodically to remain informed about our current contact procedures.

10. Contact Us

For customer service, order-related questions, shipping inquiries, returns, refunds, or other customer support matters:

SHAPOURA LLC
Customer Service: support@shapoura.com
Website: shapoura.com