Customer Support

We're here to help with any questions or issues related to your product sourcing and importing journey. Get the support you need, when you need it.

Ways to Reach Us

Email Support

For general inquiries or support requests, email us directly. We aim to respond to all emails within 1 business day.

Email Us

Phone Support

For urgent matters, call our UK-based support team during business hours (9am-5pm GMT, Monday-Friday).

0143 280 2608

Schedule a Call

Book a convenient time to speak with a sourcing specialist about your specific needs or concerns.

Book Appointment

Frequently Asked Questions

How long does the sourcing process take?

The timeline varies depending on product complexity, customization requirements, and current market conditions. Typically, initial supplier identification takes 5-7 business days, followed by sample production (1-3 weeks) and then full production (2-8 weeks). We'll provide a more specific timeline based on your particular product requirements.

What information do you need to source a product?

To effectively source your product, we need details such as product specifications, estimated quantities, target price points, quality requirements, and timeline. More specific information leads to more accurate sourcing. You can submit these details through our product submission form.

How do you ensure product quality?

We implement a rigorous quality control process that includes supplier verification, pre-production sample approval, during-production inspections, and final quality checks before shipping. All inspections are conducted according to internationally recognized AQL standards.

What are your payment terms?

We typically work with an upfront payment structure to begin production. All payments are processed through secure UK banking channels. For repeat clients, we offer more flexible payment terms.

How do you handle shipping and customs?

Our service includes complete logistics management. We arrange optimal shipping methods based on your timeline and budget, handle all customs documentation, pay import duties and taxes, and arrange delivery to your specified location.

What happens if there's an issue with my order?

Customer satisfaction is our priority. If any issues arise with your order, we address them promptly. For quality problems, we work with the supplier to resolve the issue or arrange replacements. Our goal is to ensure you receive products that meet your specifications and quality standards.

Our Support Process

1. Initial Response

When you contact us, we aim to provide an initial response within 24 hours during business days. Your query will be assigned to the most appropriate team member based on your specific needs.

  • Acknowledgment of your inquiry
  • Assignment to a dedicated support specialist
  • Initial assessment of your needs

2. Assessment & Solution

Your dedicated support specialist will thoroughly review your inquiry, consult with relevant departments if needed, and develop a tailored solution to address your concerns.

  • Detailed review of your inquiry
  • Consultation with our sourcing or logistics teams if necessary
  • Development of a practical solution
  • Clear communication of next steps

3. Implementation & Follow-Up

We implement the agreed solution and follow up to ensure your issue has been resolved to your satisfaction. Our support doesn't end until you're completely satisfied.

  • Implementation of the solution
  • Regular updates on progress
  • Confirmation of resolution
  • Follow-up to ensure continued satisfaction

Business Hours

Our UK support team is available during the following hours:

Monday - Friday 9:00 AM - 5:00 PM GMT
Saturday Closed
Sunday Closed

For inquiries received outside business hours, we'll respond on the next business day. For urgent matters related to in-transit shipments, please use the emergency contact information provided in your order confirmation email.

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