Our live chat support service is available daily from 3:00 AM to 9:00 PM CET, providing users with access to assistance for most of the day. This channel is designed to offer quick responses and immediate help for common questions, order issues, and general product-related inquiries.

When a user starts a conversation, the first point of contact is often Aura, our automated support assistant. This AI system is designed to handle routine questions efficiently and provide instant solutions whenever possible. If the request requires further attention or cannot be fully resolved by the automated assistant, the conversation is escalated to a member of our Customer Happiness Team, who will continue providing support.

During periods of high traffic, live chat may occasionally become busy. In such situations, incoming requests may be converted into an email support ticket to ensure that no inquiry is missed. Once converted, the request is stored in our system and remains prioritized so that it can be handled as soon as a support agent becomes available. This process helps maintain continuity and ensures that users do not need to repeat their request later.

To improve response efficiency, users are encouraged to keep all communication related to a single issue within the same email thread. Responding within the existing conversation helps our team track the full context of the inquiry and reduces delays caused by fragmented communication. If additional details are required, users can simply reply to the same thread so the support team can continue assisting without interruption.

Our target response time for email inquiries is within three business days. While this is the general expectation, response times may vary depending on workload and seasonal demand. During busy periods, slight delays may occur, but every inquiry is processed in the order it is received, and efforts are made to ensure all users receive a complete response as efficiently as possible.

Customers are encouraged to contact the Customer Happiness Team using the official support email or live chat system. Messages sent to unofficial or alternative email addresses may not be monitored and therefore cannot be guaranteed a response. To ensure proper handling, users should always use the designated support channels provided through official communication platforms.