Customer Support Policy
Last Updated: November 2025
Effective From: [Date of publishing on website]
At Shelika Clothes, our customers are at the center of everything we do.
We are committed to delivering not only quality fashion but also a seamless and supportive experience before, during, and after your purchase.
This Customer Support Policy outlines how you can reach us, how we respond, and how we ensure your issues are handled quickly and fairly.
1. Our Commitment
We believe every customer deserves:
· Prompt, polite, and professional responses
· Clear communication and transparent solutions
· Respectful handling of complaints and feedback
· Fair treatment in accordance with our policies
Our goal is to provide excellent support that matches our product quality.
2. How to Contact Us
You can reach our Customer Support Team through the following channels:
�� Email (Preferred):
�� info@shelikaclothes.com
For order status, product inquiries, returns, refunds, or feedback.
�� Website Support Form:
�� Available on www.shelikaclothes.com under “Contact Us”.
�� Order Updates & Notifications:
�� no-reply@shelikaclothes.com (automated emails — not monitored for replies)
�� Working Hours:
Monday to Saturday — 10:00 AM to 6:00 PM (IST)
(Closed on Sundays & National Holidays)
3. Support Response Time
We aim to provide quick and accurate assistance:
· Email / Website Query: Within 24–48 business hours
· Return / Refund Request: Initial response within 2–3 business days
· Complaint Resolution: Usually resolved within 5–7 working days, depending on the issue
⏳ During sale periods or festivals, response time may increase slightly due to higher volume — but every query is attended to.
4. Issues We Handle
Our support team assists customers with:
· Order confirmation, tracking, or delivery updates
· Return, exchange, or refund requests
· Payment or billing-related queries
· Product information and sizing support
· Website technical issues (login, checkout, etc.)
· Complaints, feedback, or service suggestions
5. Customer Identification & Verification
For your security, our support team may ask for:
· Your Order ID or registered email/phone number
· Proof of payment (for refund or billing issues)
· Images or unboxing videos (for damaged or incorrect items)
This ensures that we’re addressing your concern correctly and securely.
6. Escalation Process
If you are not satisfied with the initial resolution provided by our team, you can request escalation by replying to the same email thread with “Escalate My Case” in the subject line.
Your concern will be reviewed by a senior support executive or manager, who will aim to resolve it within 3 business days.
7. Code of Conduct
Our team follows strict internal service standards:
· Maintain professionalism, politeness, and empathy
· Provide honest and clear answers (no hidden terms)
· Never ask for sensitive data such as passwords, OTPs, or banking credentials
· Respect every customer’s privacy and dignity
Likewise, we request customers to communicate respectfully.
Abusive, threatening, or inappropriate language towards our staff may lead to limited or discontinued service support.
8. Complaint Handling
If you face any issue related to product quality, delivery, or service:
1. Email your concern to info@shelikaclothes.com with your Order ID and supporting details.
2. Our team will investigate internally and with the concerned department (e.g., courier, warehouse, or vendor).
3. We’ll share an official response within 5–7 business days along with a resolution (replacement, refund, or store credit, as applicable).
9. Customer Feedback
We value your feedback and regularly use it to improve our products and service experience.
You can share suggestions or reviews directly via:
· Our website feedback form
· Email to info@shelikaclothes.com
· Product review sections on the website
Every piece of feedback is reviewed by our management team.
10. Privacy & Data Protection
Your personal details and conversation history are handled in compliance with our Privacy Policy and Security Policy.
We ensure that all communication is confidential and used solely for customer service purposes.
11. Continuous Improvement
We regularly:
· Train our support staff in communication and problem-solving.
· Monitor quality through internal audits and customer satisfaction tracking.
· Update policies and FAQs based on common issues.
Our aim is to continuously enhance your post-purchase experience with Shelika Clothes.
12. Contact Information
For all customer support needs, please reach out to:
�� info@shelikaclothes.com
�� www.shelikaclothes.com
�� Shelika Clothes, Jodhpur, Rajasthan, India
13. Disclaimer
While we strive to resolve all issues promptly and fairly, Shelika Clothes reserves the right to make final decisions in accordance with company policies and applicable Indian laws.