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CONTACT AND CUSTOMER SUPPORT POLICY

Effective Date: January 2, 2026

COMPANY INFORMATION

Website Name: GoldSwe
Website URL: https://goldswe.com
Business Name: Dollar Media Technology Limited
Registered Address: Kam Fone Mansion, 16 Kam Fong Street, Yau Tsim Mong District, Kowloon, Mong Kok, Hong Kong
Contact Phone: +852 2359 7866
Email Support: info@goldswe.com
Business Type: Online Store / E-commerce Retailer
Delivery Area: European Union and selected European Economic Area countries
Payment Methods: Cash on Delivery (COD)
Order Processing Time: Orders processed quickly after confirmation
Average Delivery Time: 24–48 hours depending on destination
Return Window: 30 days from delivery date

CONTACT AND CUSTOMER SUPPORT POLICY

This Contact and Customer Support Policy outlines how customers can communicate with GoldSwe for assistance, inquiries, complaints, and service requests.

Providing clear communication channels and transparent support procedures is part of the company’s commitment to consumer protection and customer satisfaction in accordance with European e-commerce transparency standards.

1. CUSTOMER SUPPORT CHANNELS

Customers may contact GoldSwe through the following official support channels:

Email Support
info@goldswe.com

Phone Support
+852 2359 7866

These communication channels allow customers to receive assistance regarding:

  • Orders

  • Delivery status

  • Returns and refunds

  • Product inquiries

  • Payment questions

  • Technical website issues

  • Complaints or service concerns

Customers are encouraged to include their order number when contacting support regarding a purchase.

2. CUSTOMER SUPPORT HOURS

Customer support services operate during the following hours:

Monday to Friday
09:00 – 18:00 (local business hours)

Requests received outside support hours may be addressed on the next business day.

Response times may vary during public holidays or periods of increased service demand.

3. RESPONSE TIME EXPECTATIONS

GoldSwe strives to provide timely responses to customer inquiries.

Estimated response times:

  • Email inquiries: typically within 24–48 business hours

  • Phone inquiries: during support hours when lines are available

Complex requests that require investigation may take longer to resolve.

Customers will be informed if additional time is required.

4. ORDER SUPPORT SERVICES

Customer support can assist with the following order-related matters:

  • Order confirmation verification

  • Delivery tracking information

  • Address correction requests (before shipment)

  • Order cancellation requests (before dispatch)

  • Return instructions

  • Refund status updates

To ensure efficient service, customers should provide the following details when contacting support:

  • Full name

  • Order number

  • Product name

  • Description of the issue

5. COMPLAINT HANDLING PROCEDURE

GoldSwe is committed to resolving customer complaints in a fair and transparent manner.

If a customer is dissatisfied with a product or service, they may submit a complaint through the official email address:

info@goldswe.com

The complaint should include:

  • Customer name

  • Order number

  • Detailed description of the issue

  • Supporting documentation or photos if applicable

Upon receiving a complaint, the company will:

  1. Acknowledge receipt of the complaint

  2. Review the case internally

  3. Provide a resolution or explanation

The company aims to resolve complaints as efficiently as possible.

6. ESCALATION PROCEDURES

If a customer believes their issue has not been resolved satisfactorily, they may request further review by contacting support again and referencing the previous communication.

For unresolved disputes related to online purchases within the European Union, customers may also use the European Commission Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr

This platform provides a structured mechanism for resolving disputes between consumers and online retailers.

7. CUSTOMER COMMUNICATION GUIDELINES

To ensure effective and respectful communication, customers interacting with support services are expected to:

  • Provide accurate information

  • Communicate respectfully with support representatives

  • Avoid abusive or threatening language

The company reserves the right to limit communication in cases of inappropriate conduct.

8. PRIVACY AND DATA PROTECTION

Information provided by customers during support communications may include personal data.

All personal data submitted during customer support interactions is handled in accordance with the website’s Privacy Policy and GDPR (Regulation EU 2016/679).

Customer information will only be used for the purpose of resolving the inquiry or providing support services.

9. CONTACT POLICY CHANGES

GoldSwe reserves the right to update this Contact and Customer Support Policy when necessary to reflect operational or regulatory changes.

Updated versions will be published on the website with the revised effective date.

Customers are encouraged to review this policy periodically.

10. CONTACT INFORMATION

For any support requests or customer service inquiries, please contact:

Dollar Media Technology Limited
Kam Fone Mansion
16 Kam Fong Street
Yau Tsim Mong District
Kowloon, Mong Kok
Hong Kong

Email: info@goldswe.com
Phone: +852 2359 7866

Customer support will assist with all inquiries related to orders, products, and services.