Questions about products, orders, or returns? Fill out the form — we reply within a few hours (9:00–19:00). Or write to us at info@theeffectonline.com
COMPANY INFORMATION
Company Name: Easy Peasy Group Limited
Website Name: The Effect Online
Website URL: theeffectonline.com
Business Type: Online Store / E-commerce Retailer
Products Sold: Physical consumer goods sold through an online retail platform
Delivery Area: European Economic Area (EEA) and selected European countries
Payment Methods: Cash on Delivery (COD)
Email Support: info@theeffectonline.com
Customer Support Hours: Monday – Friday, 09:00 – 17:00 (CET)
Company Address:
Easy Peasy Group Limited
FLAT/RM A 15/F GOLDFIELD INDUSTRIAL BUILDING
144-150 TAI LIN PAI ROAD
Kwai Chung
Hong Kong
Phone: +971 4 548 9217
Order Processing Time: Orders are typically processed within 24 hours
Return Window: 30 days from the date of delivery
Effective Date: Jan 12, 2026
CONTACT AND CUSTOMER SUPPORT POLICY
This Contact and Customer Support Policy explains how customers can communicate with The Effect Online, operated by Easy Peasy Group Limited, and outlines the procedures used to handle inquiries, requests, complaints, and service issues.
This policy is designed to ensure transparency and compliance with:
Directive 2011/83/EU on Consumer Rights
EU E-commerce Directive (2000/31/EC)
European consumer transparency regulations
Digital services transparency requirements
CUSTOMER SUPPORT CHANNELS
Customers may contact The Effect Online through the following official support channels:
Email Support
Telephone Support
+971 4 548 9217
Postal Address
Easy Peasy Group Limited
FLAT/RM A 15/F GOLDFIELD INDUSTRIAL BUILDING
144-150 TAI LIN PAI ROAD
Kwai Chung
Hong Kong
These contact channels are available for inquiries related to:
Orders
Shipping
Returns and refunds
Product information
Technical issues with the website
Consumer rights requests
Complaints or dispute resolution
CUSTOMER SUPPORT HOURS
Customer support services are available during the following hours:
Monday – Friday:
09:00 – 17:00 (Central European Time)
Requests submitted outside support hours may be processed on the next business day.
Response times may vary depending on the complexity of the inquiry.
RESPONSE TIME EXPECTATIONS
The Effect Online aims to respond to all customer inquiries as quickly as possible.
Typical response times:
General inquiries: within 24–48 hours
Order-related inquiries: within 24 hours
Return requests: within 48 hours
Complaint investigations: within 3–5 business days
More complex issues may require additional time for investigation or coordination with logistics partners.
CUSTOMER INQUIRY PROCESS
When contacting support, customers are encouraged to provide sufficient information to allow efficient assistance.
This may include:
Full name
Order number
Email address used for the order
Description of the issue
Photos or documentation if relevant
Providing accurate information helps reduce delays in resolving requests.
COMPLAINT HANDLING PROCEDURE
The Effect Online 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 support channels.
The complaint review process typically includes:
Acknowledgment of the complaint
Review of relevant order information
Investigation of the issue
Communication of the proposed resolution
Possible resolutions may include:
Replacement of the product
Refund
Exchange
Additional support or clarification
All complaints are handled in accordance with applicable consumer protection laws.
ESCALATION PROCEDURES
If a customer believes their issue has not been resolved satisfactorily, they may request escalation for further review.
Escalated cases may undergo additional internal review to ensure fairness and compliance with company policies and applicable legal obligations.
Customers may also have the right to use external dispute resolution mechanisms.
ONLINE DISPUTE RESOLUTION (ODR)
Consumers located within the European Union may use the European Commission Online Dispute Resolution platform for disputes related to online purchases.
The platform is available at:
European Commission ODR Platform
The ODR platform allows consumers and businesses to attempt dispute resolution without court proceedings.
CUSTOMER COMMUNICATION GUIDELINES
The Effect Online strives to maintain professional and respectful communication with customers at all times.
Customers are expected to communicate respectfully with support representatives.
Abusive, threatening, or inappropriate communications may result in restrictions on support access.
SERVICE LIMITATIONS
Customer support may not be able to assist with issues caused by factors outside the company’s control, including:
Courier delays caused by external conditions
Incorrect delivery addresses provided by the customer
Product misuse after delivery
Issues related to third-party services not controlled by the company
However, reasonable assistance will always be provided where possible.
POLICY UPDATES
This Contact and Customer Support Policy may be updated periodically to reflect operational improvements or legal changes.
The latest version will always be published on the website with the updated effective date.