Complaints & Support

Effective date: 5 July 2026

1. Support Channel

1.1. For orders, payments, delivery, refunds, technical errors and complaints, users should contact support@olmoz.ru.

2. Required Information

2.1. For faster processing, provide order number, order e-mail, payment date and amount, selected product, account ID or delivery data, issue description and screenshots or other evidence where available.

3. Response Times

3.1. Standard first response time is up to 3 business days.

3.2. Complaints and refund requests are reviewed within up to 10 business days.

3.3. If information from a bank, payment partner or Third-Party Platform is required, the period may be extended.

4. Resolution Procedure

4.1. The user must cooperate in good faith and provide necessary information.

4.2. Before contacting a bank with a chargeback, the user must contact support to attempt resolution.

5. Support Language

5.1. Support may be provided in Russian and English depending on the request and staff availability.