At LUCE MART, your experience comes first. Whether you’re tracking an order, resolving an issue, or simply need guidance before making a purchase, our Support Team is always ready to assist.
This page outlines all the ways you can reach us and the type of support you can expect—fast, friendly, and focused on solutions.
1. Customer Support Channels
You can reach us through any of the following:
📩 Email Support
support@lucemart.ng
Available 24/7
Average response time: 1–6 hours
💬 Live Chat
Available on the website from
9:00am – 8:00pm (Mon–Sat)
Chat with a real representative in real-time.
📱 WhatsApp Support
Quick responses for simple inquiries, product guidance, and order updates.
📞 Phone Support
Call our support line: +234 706 369 0462
Available: Mon–Fri, 10am – 6pm
2. What We Can Help You With
Our Support Team can assist with:
- Order tracking & delivery updates
- Payment issues & confirmations
- Product inquiries
- Warranty & after-purchase assistance
- Replacement & refund processing
- Custom purchase and sourcing inquiries
- Account and checkout problems
- General store assistance
- Affiliate/partnership questions
For more complex cases, we escalate directly to the right department so you get timely results.
3. Support Ticket System
If you prefer structured support, you can open a support ticket.
How it works:
- Fill the Support Ticket Form
- Describe your inquiry or issue
- Upload images or videos if necessary
- Our team responds within hours
- You receive updates until the issue is resolved
This system ensures no inquiry gets lost, especially for product-related issues.
4. Response & Resolution Time
We take customer satisfaction seriously.
Response Time Goals
- Email: 1–6 hours
- Live Chat: Instant – 5 mins
- WhatsApp: 5–30 mins
- Phone: Immediate when available
Issue Resolution Time
- Product questions: Instant – 2 hours
- Order tracking: Instant – 1 hour
- Refund/Replacement: 24–72 hours
- Technical issues: 24–48 hours
- Custom sourcing: 24–72 hours
We work hard to ensure issues are handled quickly and professionally.
5. Support Guarantee
We promise:
- Zero ignored messages
- Zero rude or dismissive responses
- Zero complications beyond what’s necessary
- Constant communication until resolved
- Full transparency and accountability
If anything ever goes wrong, we fix it—fast.
6. Escalation Process
For issues that need higher-level attention:
Level 1: Customer Support
Level 2: Product & Inventory Team
Level 3: Logistics Manager
Level 4: Operations (COO)
Level 5: Management (CEO) — Only for escalated or special cases
This ensures every issue is handled by the right expert.
7. Self-Help Resources
Before reaching out, you may also check:
- Help Center (FAQs, guides, troubleshooting)
- Track Order Page
- Shipping & Delivery Page
- Returns & Refunds Page
- Custom Purchase & Sourcing Page
These pages offer quick answers for most customers.
8. Your Feedback Matters
We improve by listening.
After every order or support experience, you may be asked to leave feedback. Every comment helps us refine our processes and deliver better value.
