The Divine Union

The Divine Union

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General Customer Support Policy

1. INTRODUCTION

Last Updated: Jan 2025

At The Divine Union, we are committed to providing exceptional customer support to ensure your satisfaction with our graphic design digital products and services. This policy outlines the terms and process for receiving assistance.

2. SUPPORT AVAILABILITY

  • Hours of Operation:
    Customer support is available from Monday to Friday, 9:00 AM – 4:00 PM WET (Western European Time).
  • Contact Methods:
    You can reach our support team through:

We aim to respond to all inquiries within 1-2 business days.

3. SCOPE OF SUPPORT

Our customer support team is here to assist you with:

  • Questions or guidance related to your purchased digital products or services.
  • Troubleshooting issues, such as file corruption or access problems with downloads.
  • Assistance with understanding the customization process for semi-custom designs.
  • Clarifications regarding your service agreement or product use.

Please note that our support does not include:

  • Extensive design guidance or tutorials beyond the product description.
  • Customization work not included in your purchase.
  • Requests for revisions outside the agreed-upon scope or service package.

4. REPORTING ISSUES

If you encounter a problem with your purchase or service, follow these steps:

  1. Contact us via email at thedivineunionmail (at) gmail (dot) com or use our Support Form.
  2. Provide the following information:
    • Your name and contact details.
    • The order number or reference number for your purchase.
    • A detailed description of the issue.
  3. If applicable, attach screenshots or relevant files to help us understand the issue better.

We will investigate your issue promptly and aim to provide a resolution within 3 business days.

5. ESCALATION PROCESS

If your issue requires additional attention or cannot be resolved by our first-level support team, it will be escalated to a specialist. We will keep you updated throughout the process.

6. SERVICE-LEVEL AGREEMENTS (SLAs)

While we strive to provide timely support, response and resolution times may vary depending on the complexity of the issue and current support volume. Standard response and resolution times are as follows:

  • Initial Response: Within 1-2 business days
  • Resolution: Within 3-5 business days, unless further investigation is required.

6. FEEDBACK AND SUGGESTIONS

We value your feedback! If you have any suggestions to improve our products or services, feel free to contact us at thedivineunionmail (at) gmail (dot) com.

7. CONTACT

If you have questions or concerns about this Customer Support Policy, please get in touch with us at:

Thank you for choosing The Divine Union. We’re here to help you every step of the way!

For any questions or concerns regarding your purchase or if you have any questions or require clarification regarding this Exchange & Return Policy, feel free to contact us at:, please contact us at thedivineunionmail (at) gmail (dot) com

Thank you for choosing The Divine Union. I look forward to helping you evolve your brand!

Sara Divine