At Sivam Flowers, we are dedicated to providing exceptional customer service and ensuring that all our customers have a smooth and satisfying experience. Our Support Policy outlines how we handle customer inquiries, issues, and requests.

1. Customer Support Hours:

• Our support team is available from 9:00 AM to 6:00 PM (IST), Monday to Saturday.
• You can reach us via:
  • Phone: [+9197909 19641]
  • Email: [ssivam1993@gmail.com]
  • Chat: Available on our website.

2. Response Time:

• We aim to respond to all customer inquiries within 24 hours during business days.
• For urgent issues like incorrect or damaged products, we prioritize these and typically respond within 2 hours of receiving the complaint.

3. Types of Support Provided:

• Order Inquiries: Information regarding product availability, order tracking, and delivery schedules.
• Product Issues: Assistance with damaged, incorrect, or missing items.
• Returns and Refunds: Guidance on initiating returns or refunds, as per our Return Policy.
• Product Customization: Help with special orders or customized floral arrangements.
• General Inquiries: Information about our services, policies, and products.

4. Resolution Time:

• We aim to resolve most issues within 1-3 business days.
• Complex issues such as refunds or returns may take up to 7 business days for full resolution.

5. Escalation Process:

• If a customer is unsatisfied with the initial resolution, they can request to escalate the issue to a supervisor.
• Escalations will be reviewed within 24 hours, and a senior support representative will work towards resolving the issue as quickly as possible.

6. Feedback and Complaints:

• We value feedback and encourage customers to share their experiences.
• Complaints or feedback can be submitted via email or through the feedback form on our website.
• All feedback will be reviewed, and we will take appropriate action to improve our services.

7. Limitations:

• We do not provide support for issues arising from customer misuse, mishandling of products, or delays due to unforeseen circumstances (e.g., weather or transport issues).
• Support is only available for orders placed directly through our official channels (website, phone, or email).

We strive to provide prompt, helpful, and efficient support at all times. If you need any assistance, please do not hesitate to reach out to us.