Contact Support: tickets, chat and the contact form
Open a ticket for a tracked case, chat for a quick question.
Use a support ticket for a case that needs follow-up (an order, tracking, a design, the wallet). Use Chat for a quick question. Both are in the left sidebar under Help.
Open a support ticket
Left sidebar → Support tickets → New ticket. From an order detail you can click Open support ticket instead — the order is already selected.
For example Order status, Change or cancel an order, Tracking is delayed, Design problem, Wallet or payment, General question.
When the issue type needs one, search by ID, code, name or email and pick the order, tracking, product or design.
"What actually happened?" is required; what you expected and what you already tried help Support. Set Business impact and Priority.
Statuses: Open → In progress (after Support first replies) → Closed. Replies are signed Lenful Support. Only Support closes a ticket; sending a message within 14 days of closing reopens it. Everyone in your store account sees all of its tickets.
Chat
In Chat, start a conversation with your assigned Support or Sales contact, or with a teammate in your store. If nobody is assigned yet, choose Lenful Support Team and the next available agent picks it up. Use the paperclip to attach files or an order. From an order detail, Chat with Support opens a chat with that order attached.
Chats are one-to-one; messages cannot be edited or deleted.
Contact form
The public Contact Us page on the Lenful website has a request form (name, email, topic, message) that is sent to Lenful by email; the reply comes to your email during business hours. It accepts up to 5 requests per hour and no attachments. If you are signed in, a support ticket is usually faster to track.
Frequently Asked Questions
Can I close my own ticket?
No. Support closes it once the case is resolved.
Why is New ticket / Open support ticket disabled?
You are inside the 60-second wait, have reached the hourly or daily limit, or a ticket for the same issue and record is already open — hover the button to see the reason.
Is there a response time (SLA) shown?
No. Tickets show their status and the latest reply; no SLA is displayed.
Still need help?
Reach our Support team — we usually reply quickly.