CONTACT AND CUSTOMER SUPPORT POLICY

Company Information

Company NameThe Lead Empire L.L.C-FZ
Registered Address
Meydan Grandstand
6th floor, Meydan Road
Dubai
United Arab Emirates

Telephone: +44 20 3807 7181
Email: info@bigserpent.com

Business Type: Online Store / E-commerce
Delivery Area: European Union and European Economic Area
Order Processing Time: Orders are typically processed within 24 hours
Average Delivery Time: 24–48 hours depending on destination
Return Window: 30 Days

Business Description

The Lead Empire L.L.C-FZoperates an online store offering modern consumer products and practical technology accessories designed to improve everyday life. Orders are processed quickly and delivered across Europe through trusted courier services. Customers may choose Cash on Delivery, allowing payment to be made when the order arrives.

This Contact and Customer Support Policy explains how customers can communicate with our support team, how inquiries are handled, and how complaints or disputes may be resolved.

1. Purpose of Customer Support

The purpose of our customer support service is to ensure that customers receive assistance regarding

• Orders and order status
• Shipping and delivery information
• Product questions and usage guidance
• Returns and refunds
• Payment inquiries
• Technical issues related to the website
• Complaints or service concerns

The Lead Empire L.L.C-FZis committed to providing clear communication and timely support to customers across the European Union.

2. Customer Support Contact Channels

Customers may contact our support team using the following communication methods.

Email Support

Primary support channel

Email: info@bigserpent.com

Email communication allows our team to properly document requests and provide detailed responses.

Telephone Support

Customers may also contact us by telephone for assistance.

Phone: +44 20 3807 7181

Telephone support may be used for urgent inquiries or immediate clarification regarding orders.

3. Response Times

The Lead Empire L.L.C-FZis committed to responding to customer inquiries within the following timeframes

• Email inquiries– We aim to respond within 2 business days of receiving a message.
• Telephone inquiries– Calls are handled during business hours. If a representative is unavailable, customers are encouraged to follow up by email.
• Urgent matters– Inquiries related to failed deliveries, payment issues, or safety concerns will be prioritised and addressed as quickly as possible.

Response times may be extended during peak periods, public holidays, or due to circumstances beyond our reasonable control. Customers will be informed of any significant delays.

4. Order-Related Inquiries

Customers contacting us regarding an order are advised to have the following information available to help us assist them efficiently

• Order reference number
• Full name and delivery address used at checkout
• Description of the issue or inquiry
• Any relevant photographs, where applicable

Order-related inquiries include questions about order confirmation, dispatch status, estimated delivery, missing items, or damaged goods. Our team will investigate and provide a resolution in accordance with our Return and Refund Policy.

5. Returns and Refund Inquiries

Customers wishing to return a product or request a refund should contact our support team within the 30-day return window. When submitting a return request, customers should provide

• Order reference number
• Reason for the return
• Photographs of the product if it is damaged or defective

Our team will review the request and provide instructions for returning the product. Refunds will be processed in accordance with our Return and Refund Policy.The Lead Empire L.L.C-FZaims to resolve all return and refund requests promptly and fairly.

6. Complaint Handling Procedure

If a customer is dissatisfied with a product or service received, they are encouraged to contact our support team directly so that the matter can be investigated and resolved. Our complaint handling process follows these steps

• Step 1 – SubmissionThe customer submits their complaint by email or telephone, providing relevant details and supporting documentation where applicable.
• Step 2 – AcknowledgementOur support team will acknowledge receipt of the complaint within 2 business days.
• Step 3 – InvestigationThe complaint will be reviewed thoroughly. Additional information may be requested from the customer during this stage.
• Step 4 – ResolutionA proposed resolution will be communicated to the customer within a reasonable timeframe. This may include a replacement, refund, or other appropriate remedy.
• Step 5 – EscalationIf the customer is not satisfied with the proposed resolution, they may request that the matter be escalated to a senior member of our team.

Customers retain the right to seek redress through applicable consumer protection bodies or alternative dispute resolution services in their country of residence.

7. Shipping and Delivery Inquiries

Customers may contact our support team for assistance with shipping and delivery matters, including

• Tracking an order in transit
• Reporting a delayed or missing delivery
• Updating a delivery address prior to dispatch
• Arranging re-delivery following a failed delivery attempt

Once an order has been dispatched, customers will receive tracking information by email where available. For orders placed using Cash on Delivery, our team can provide estimated delivery windows upon request.

8. Payment and Billing Inquiries

For questions related to payments, billing, or transactions, customers may contact our support team. Common payment inquiries include

• Confirmation of payment received
• Queries regarding charges appearing on a bank statement
• Requests for invoices or payment documentation
• Issues related to Cash on Delivery payments

Our team will liaise with the relevant payment service providers where necessary to resolve billing issues. For detailed information on payment processing, customers are referred to our Payment Policy.

9. Customer Communication Guidelines

To ensure effective communication, customers are encouraged to

• Provide accurate and complete information when submitting an inquiry.
• Use respectful language in all communications with our support team.
• Respond promptly to requests for additional information to avoid delays in resolution.

The Lead Empire L.L.C-FZreserves the right to limit or terminate communication with individuals who engage in abusive or inappropriate behavior.

10. Data Protection in Customer Support

Personal data provided during customer support interactions is processed in accordance with our Privacy Policy and applicable data protection laws including the General Data Protection Regulation (GDPR).

Information shared with our support team is used solely for the purpose of resolving the customer’s inquiry and will not be shared with third parties except where necessary to fulfill the requested service or comply with legal obligations. Customers may request access to or deletion of their personal data at any time in accordance with their rights under the GDPR.

11. Updates to Customer Support Policy

The Lead Empire L.L.C-FZmay update this policy periodically to reflect operational or legal changes. Updated versions will be published on our website with a revised effective date. Customers are encouraged to review this policy periodically. Continued use of our website and services following any update constitutes acceptance of the revised terms.

12. Contact Information

For customer support inquiries, customers may contact

The Lead Empire L.L.C-FZ
Meydan Grandstand
6th floor, Meydan Road
Dubai
United Arab Emirates

Email: info@bigserpent.com
Telephone: +44 20 3807 7181

Our support team is committed to assisting customers in a professional and transparent manner.