Support

Lekkify is an online marketplace that exposes it’s users to thousands of products directly from manufacturers globally at very low prices with good quality.

5 Reasons Why Lekkify is Amazing:

  • Free shipping. No “surprises” when adding products to the shopping cart!
  • Wide selection. You can find many products on our platform – and we never stop working on expanding the selection!
  • Customer support 24/7!
  • Discounts and offers!
  • We will refund your money if the goods are not delivered to you within 60days after purchased and if the goods are damaged and do not correspond to the description. For more details, see the section “Return of funds and guarantee”.

     

Who are we?
Lekkify is a young and ambitious company, registered in Estonia, with a development office located in Europe, Asia, North Africa, South America & Africa. Our mission is to make a universal marketplace through which any person can buy anything from anywhere in the world at very low prices with good quality.

How can I contact Lekkify?
You can reach us by email at Hello@Lekkify.com.

You kindly visit the official Lekkify (https://lekkify.com) and click on the “Red chat icon” and you can also click on the “Contact us” button on the “Top Menu”.

If you are located in the following locations kindly reach us through the numbers below:
* North America: +1-560-362-3973
* Europe: +44-745-121-5369
* Asia:
* Africa: 

Where can I find the privacy agreement and terms of use?
On our website. Below are the links to:
* Privacy Agreement
* Terms of Use

Signing in allows you to access the orders you’ve placed (and also your wishlist).

Can I make purchases without signing in?
Sign in is required for purchases through the website.

NOTE: we recommend you to always sign in before shopping. 🙂

How can I sign in?

  1. Open your profile by clicking on ”My Account” at the top left corner of the website.
  2. Fill in the login credentials.
    There are lots of sign in options available at the moment: Facebook, Instagram, Twitter, VK and Linkedin. Choose the one that suits you best.
  3. Enter your Google+/Facebook (More) login and password if prompted. Please note that Lekkify does not have direct access to your Google+/Facebook login credentials.
  4. Allow Lekkify access to the e-mail address associated with your Facebook account, if prompted.

At the moment, you cannot contact the seller through Lekkify.
But you can contact our Customer Support!

How many languages does Lekkify Customer Support speak?
Our agents know eleven languages so far:

  • English;
  • French;
  • Spanish;
  • German;
  • Portuguese;
  • Russian;
  • Polish;
  • Thai;
  • Italian;
  • Turkish;
  • Romanian

How can I contact your Customer Support?
Kindly click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.

Lekkify treats the personal data of its users with the utmost responsibility. We believe that each user has the right to know how his personal data is used, the purposes of such use and how it is possible to stop the use of his or her data.

But what is personal data?
Personal data is any information that relates to an individual and his or her actions in our system.

We classify user personal data as anonymous (which cannot be associated with a living, existing person) and identifiable (which can be associated with a living, existing person). Anonymous data is collected and processed starting at the moment you visit our website. Identifiable data, on the other hand, is only collected and processed once we receive your explicit consent by accepting our Terms of Use.

How does Lekkify use my personal data?
We use it to make shopping much more convenient. The information we collect can be used for:

  • configuring and optimizing your account;
  • processing and executing orders, payments and refunds;
  • tracking technical issues with the intent of fixing them;
  • fraud prevention;
  • technical support;
  • understanding your shopping preferences to create better recommendations, updates and deep links, as well as marketing and advertising purposes.

Is it possible to remove or manage my personal data on Lekkify?
Yes! At any given moment you may send a request to:

  • remove, change or correct your data;
  • limit its use by and transmission to 3rd parties;
  • download the data we collected.

You can learn more about how we comply with the new GDPR rules on our official documents: Terms of Use and Privacy Policy.

Do you have more questions? Please send them to privacy@lekkify.com or Kindly click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.

We give sellers and postal services 60 days to deliver you the parcel. If 60 days have passed since the moment of placing the order, and the goods have not arrived at your post office, please leave a request so we can process a refund.

When will I get the money?
The money will be returned to the account from which you paid within 14 working days after the order changes its status to “Refunded.”

Can my request be refused?
Yes, it may be refused if more than 90 days have passed since the moment of placing your order and the warranty period has already expired.

IMPORTANT: If you are afraid to miss the end of the warranty period, make sure that you enable push notifications in the app settings! We send reminders on the 60th day after placing the order.

In addition, the warranty period is indicated in the order card, which you can find on the website in your profile.

How can I leave a request for a refund?
Kindly send us the mail to refunds@lekkify.com

If you received a defective product (torn, broken), please, contact our Customer Support! We will analyze the situation and decide on a partial or full refund.

How do I send a support request?

  1. Kindly send us a mail via Help@lekkify.com .
  2. Describe the product you received and attach photo proof of your dispute.

IMPORTANT: Quality claims are accepted within 60 days after you receive the goods.

IMPORTANT: Our Customer Support agent may ask you to provide additional evidence, such as photos or videos.

 

Can my refund request be denied?
Yes, if:

  • more than 60 days have passed since the goods were delivered;
  • the quality of the goods corresponds to the description provided by the seller;
  • The defect of the goods cannot be identified on the provided photos/videos;
  • photos are air-brushed.

When will I get money back?
The money will be returned to the account from which you paid, within 14 days after the order changes its status to “Refunded.”

Unfortunately, sometimes sellers make mistakes: they send goods of the wrong color or of the wrong size. If this is the case, please, contact our Customer Support! We will review the situation and proceed with a partial or full refund.

How do I send a support request?

  1. Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.
  2. Paste the order id of the (Order) with which you are not satisfied.
  3. Describe the product you received and attach proof – a photo.


IMPORTANT
: Claims are accepted within 30 days after you receive the goods.

IMPORTANT: Customer Support agents may request additional evidence, such as photos or video of the product, as well as a photograph of the parcel showing its weight and tracking number

Can my refund request be denied?
Yes, if:

  • more than 30 days have passed since the goods were delivered to you;
  • you made a mistake and indicated an incorrect color or size when placing an order;
  • the difference between what you ordered and what you received cannot be seen on the provided photos/videos;
  • photos are air-brushed.

When will I get the money back?
The money will be returned to the account from which you paid, within 14 working days after the order status is changed to “Refunded.”

If you don’t like your ordered item, or it didn’t fit, you can return it within 30 days after delivery.

How to return the item?

  1. Contact our Customer Support. Please, provide the order number for the item you want to return and the reason.
  2. Our Customer Support agent will send you the address of the seller that you need to return the goods to.
  3. After you send the goods to the seller, please, provide the parcel tracking number and a photo of the receipt to our Customer Support.
  4. Our Customer Support will proceed with the refund.

IMPORTANT: Lekkify does not cover the cost of shipping the goods back to the seller in China.

How to contact Customer Support?

  1. Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.
  2. Copy & paste the (Order id) you would like to send back to the merchant.
  3. Describe your situation and ask for the seller’s address.

 

Can my refund request be denied?
Yes, if:

  • more than 30 days have passed since the goods were delivered to you;
  • you sent the goods without having received the seller’s address from our Customer Service;
  • you weren’t able to provide a valid tracking number.

When will I get my money back?
The money will be returned to the account from which you paid, within 14 working days after the order changes its status to “Refunded.”

If the status of your order is “Refunded”, then the refund from Lekkify has proceeded. The money will be credited to your account within 14 calendar working days.

Why does it take so long?
We are used to thinking that payments on the card are instant, but this is not always the case. When you buy goods in a store, the bank immediately blocks the purchase amount on your account and sends an SMS-message about the charge, but in reality, the money is transferred to the seller in a few hours or even days.

Therefore, the reverse process – the return of money to the client – also takes time.

If 14 working days have passed, but you still did not receive an SMS-notification of a refund, please check the detailed statement of your account for the return date + 14 days.

If there is no data of the refund in the detailed statement, please, contact our Customer Support and provide us with the said statement so that we could analyze the issue. Thank you!

On Lekkify it is convenient to understand the pricing because you can easily change the currency on our website. This is very simple:

  1. In the upper right corner of the site, click on the alphabetic code of the currency.
  2. Select the currency in which you want to see the prices.

Place an order is very simple:

  1. Select a product. Choose its option (color, size, configuration)out of the seller´s selection.
  2. Click on the “Add to Cart” button to add the item to the cart
  3. In the cart, select the number of items. (The default is 1. The maximum is 20.)
  4. Enter the full shipping address (including the zip code and apartment number), personal details, phone number, your e-mail.
  5. Check the entered data and confirm it. 
  6. Pay for the order in any way convenient for you
  7. And voilà!

The accuracy of the address you enter determines the speed of your order’s delivery.

  • We strongly recommend that you write the address with the apartment or house number (if you live in a house).
  • Some customers write the address of the postal mail. This is a bit risky, since, without an apartment/house number, a delivery notice cannot be given to the recipient. Please, write your home address carefully:)

In what language should I input my delivery address?
You can input your delivery address in your own language.

Lekkify delivery is absolutely free, however, your parcel may be subject to VAT, customs duties or taxes, depending on the law regulations of the country in which you live.

IMPORTANT: these types of extra costs are covered by the customer.

If you are not sure whether you will be charged extra or not, please contact the Customs of your country.

Lekkify accepts three payment methods:

  • credit cards;
  • USSD

Unfortunately, payment from your mobile phone account and payment by cash on delivery are currently unavailable.

You do not have to worry about the safety of your payment information — making purchases on Lekkify is not only easy but also safe! We make sure that all of the information transmitted through Lekkify is encrypted and securely protected.

You need to input the following card information to purchase a product:

  • Card number
  • Expiration date
  • CVV/CVC code

Card payments can be rejected for the following reasons:

  • you are using an expired card;
  • not enough funds on the account;
  • card details, for example, its validity period or CVV / CVC security code was incorrectly entered;
  • there is a restriction placed on online purchases on your card;
  • your card has been frozen by your bank or is blacklisted for some reason;
  • 3DS code was not entered (if required);
  • there are some temporary technical issues on either the bank’s or payment system’s side.

If your payment was declined, contact the bank that issued your card to get more information.

We do our best to improve our payment acceptance system and work closely with our payment systems partners.

Please check the detailed statement of your account and make sure that you were actually charged.

If the charge has occurred, please, contact our Customer Support.

How to contact our Customer Support?
Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.

To expedite the solution of the issue, please send us the following information:

  1. Card mask. These are the first 6 and the last 4 digits on the card. For example: 123456 ****** 1234. We will check the payment history using the map mask
  2. Date, time and amount of charge.
  3. A screenshot or a photo that shows the charge

In order to change the item you’ve already bought, you must first cancel the order, and then buy the item again.

 

Please note that you can cancel the order within 2 hours from the time of payment, while the order is still in the “Paid” status. If 2 hours have already passed and the order has passed to the status “Confirmed”, it cannot be canceled.

How to cancel the order?
1. Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon to chat with our agent

Money for the canceled order will be returned to you within 7-14 business days.

You can cancel the order within 2 hours from the moment of payment, while it is in the status of “Paid.”

If 2 hours have already passed and the order has passed to the status “Confirmed”, it cannot be canceled.

 

How do I cancel my order?

  • Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon to chat with our agent

    The money for the canceled order will be returned to you within 7-14 business days.

Don’t worry, the orders cannot completely disappear!

What should I do?

  1. Make sure that you sign in with the same account that you used when making your purchase through Facebook or Google account or any available sign in options.

  2. If you signed in, but your orders are still not being displayed in ORDERS, please contact our Customer Support. Make sure to provide the email address or phone number you used when making the purchases — this information will help our CS agents to find your orders in our database. Thank you!

If your order has a ‘Confirmed’ status, then the seller is already preparing it for shipment.

We give sellers 7 days to send the parcel and provide us with a tracking number. If 7 days have already passed and the order is still in the ‘Confirmed’ status, please contact our Customer Support to request a refund.

You can do this by clicking the chat button in the upper left corner.

Even if you ordered goods from one seller, he may send them at different times and in different packages.

Why?

  • The goods may be stored in different warehouses, which are located in different parts of the country.
  • Perhaps one of the items is in stock, so it’s sent immediately, and the other is temporarily out of stock.

You can tell if the goods are shipped in one package or not by the same tracking number.

You can find out where your order is in the Lekkify app.

  1. Click on the “TRACK MY ORDER” icon
  2. Input the Tracking ID on the package
  3. You will find all the information you need about your package/shipment.

If the tracking number does not work, do not worry.

In some cases, sellers use “virtual” tracking numbers that operate only in the seller’s country and are no longer recognized by the postal services as soon as the parcel crosses the border. Despite this, the goods will arrive at your post office intact.

If 60 days have passed since the purchase, and the goods have not made it to the post office, please leave us a request for a refund!

How do I request a refund for non-delivery?

  1. Click on the red chat icon in the bottom left corner or kindly click the “contact us” icon.
  2. Copy & paste the order that was not delivered within 60 days.

After you do this, Lekkify’s Customer Support will receive your request for a refund and process it within 24 hours

If 60 days have passed since the purchase, and the goods have not arrived at your post office, please leave a request so that we can process a refund.

How do I request a refund?
Kindly send us the mail to refunds@lekkify.com

When will I get my money back?
The money will be returned to the account from which you paid, within 14 working days after the order changes its status to “Refunded.”

Can my refund request be refused?
Yes, it may be refused if more than 90 days have passed since the moment of placing your order and the warranty period for it has already expired.

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