Support Policy Page
Celebratly Support Policy
At Celebratly, customer satisfaction is our top priority. We are committed to providing quick, reliable, and friendly support to resolve your queries.
1. Support Channels
Customers can reach our support team through:
-
? Email: support@celebratly.com
-
? Phone/WhatsApp: [your number]
-
? Website Chat Support: Available on www.celebratly.com
2. Support Timings
-
Monday to Saturday: 10:00 AM – 7:00 PM (IST)
-
Sundays & Public Holidays: Closed (urgent queries will be addressed next business day).
3. Types of Support We Provide
-
Order-related queries – tracking, delivery status, cancellations.
-
Product queries – size, fit, fabric, stock availability.
-
Payment & refund assistance – refund status, COD, UPI/bank transfers.
-
Return & exchange support – pickup, replacement, or refund process.
-
General support – any other assistance related to our website and services.
4. Response Time
-
Email/Chat Queries: 24–48 hours response time.
-
Phone/WhatsApp Support: Immediate assistance during working hours.
5. Customer Responsibility
-
Provide correct order details (order ID, phone number, email) when raising a query.
-
Ensure availability for pickup in case of return/exchange requests.
-
Respectful communication is expected for faster resolution.
6. Escalation
If your query is not resolved within 72 hours, you can escalate the issue by emailing:
? escalation@celebratly.com (Handled directly by management).
7. Continuous Improvement
We regularly monitor customer feedback to improve our support experience.
