Support Policy

Last Updated: 20 November 2025

At Shyama Jewellery, we are committed to providing reliable customer support to ensure a smooth shopping experience on our website www.shyamajewellery.in and the Shyama Jewellery Android app.

This Support Policy explains how customers can seek help, what type of support is offered, and our response timelines.

1. Company Information

Business Name: Shyama Jewellery
Website: www.shyamajewellery.in
App: Shyama Jewellery
Email: info@shymajewellers.com
Phone: +91 78470 44283
Address: Umerkote (764073), Near Municipality Office, Raighar Road, India

2. Support Channels

Customers can reach our support team through the following:

A. Customer Support Email

? info@shymajewellers.com

B. Phone/WhatsApp Support

? +91 78470 44283

C. In-Store Support

Visit our store during business hours at:
Near Municipality Office, Raighar Road, Umerkote (764073)

D. In-App/Website Support Form

Customers can raise inquiries through the contact or support form (if enabled).

3. Support Availability

Our support team operates during the following hours:

Monday – Saturday: 10:00 AM – 7:00 PM
Sunday: Closed

Support requests received outside working hours will be addressed on the next business day.

4. Types of Support We Provide

We offer support for:

A. Order & Payment Assistance

• Order placement help

• Payment status and confirmation

• Failed or pending payment issues

• Order cancellation requests

B. Product-Related Queries

• Jewellery details and specifications

• Customization requests (if applicable)

• Availability and stock information

C. Delivery & Shipping Support

• Shipping status

• Tracking updates

• Address modification before dispatch

• Delay-related concerns

D. Return, Replacement & Refund Support

• Issues with received items

• Wrong or damaged products

• Return eligibility

• Refund processing

E. Account & App/Website Issues

• Login or OTP issues

• Profile update

• App crash or bugs

• Technical queries

5. Response Time

We try to resolve every query as quickly as possible.

Estimated response times:

• Email Queries: Within 24–48 hours

• Phone/WhatsApp Calls: Instant or within business hours

• Technical Issues: 24–72 hours depending on complexity

• Refund Processing: 5–7 business days (after approval)

6. Customer Responsibilities

To help us assist you faster, customers must:

• Provide accurate details (name, order ID, mobile number, etc.)

• Share clear photos/videos of damaged or wrong products (if applicable)

• Use polite and respectful communication

• Follow instructions given by support staff

7. Issues Not Covered Under Support

The following are outside the scope of our support:

• Third-party payment gateway failures not caused by us

• Damage due to improper handling after delivery

• Issues related to external courier policies

• Fake or incorrect claims without proof

• Warranty claims that are not part of our offerings

8. Escalation Matrix

If your issue is not resolved within a reasonable time, you may escalate it:

Level 1 – Customer Support Team

? info@shymajewellers.com
? +91 78470 44283

Level 2 – Store Manager / Senior Staff

Handled internally for complex issues.

Level 3 – Owner / Company Head

Cases requiring higher-level decisions (refund exceptions, disputes, etc.) will be reviewed by management.

9. Policy Updates

Shyama Jewellery reserves the right to change or update this Support Policy at any time.
Changes will be posted with a revised "Last Updated" date.

10. Contact Us

For any support-related request, reach out at:

? info@shymajewellers.com
? +91 78470 44283
? Near Municipality Office, Raighar Road, Umerkote (764073)