CUSTOMER SUPPORT POLICY – GIFTFROM.AE

Effective Date: 28 Jun 2026

1. Overview

At GiftFrom.ae, we are committed to providing reliable and responsive customer support for all orders placed through our platform. This policy explains how we handle customer inquiries, complaints, and support requests across the UAE.

By using our services, you agree to the terms outlined in this Customer Support Policy.

2. Support Availability

Our support team is available to assist customers with order-related queries, delivery updates, and general assistance.

• Support Hours: [Insert working hours]

• Support Channels: Email, phone, and WhatsApp (where applicable)

• Response Time: Typically within 24 hours

We aim to respond as quickly as possible, but response times may vary during peak seasons and holidays.

3. Types of Support We Provide

We assist customers with:

• Order tracking and delivery status

• Product-related inquiries

• Address corrections (if requested before dispatch)

• Complaint handling related to damaged or incorrect items

• General information about products and services

4. Communication Channels

Customers can reach us through the following channels:

• Email Support: [Insert Email]

• Phone Support: [Insert Phone]

• WhatsApp Support: [Insert Number]

We recommend using WhatsApp or email for faster resolution and proper record keeping.

5. Complaint Handling Process

If you face any issue with your order, please follow this process:

1. Contact support within 2 hours of delivery (for damaged or incorrect items)

2. Provide your order number and clear photos/videos as evidence

3. Our team will review your request and respond with a resolution

All complaints are reviewed on a case-by-case basis, and final decisions are made by GiftFrom.ae management.

6. Resolution Timeframe

• Initial response: Within 24 hours

• Issue resolution: 1–3 business days (depending on complexity)

We strive to resolve issues fairly and efficiently while maintaining service quality standards.

7. Limitations of Support

Our support team may not be able to assist in cases involving:

• Incorrect information provided by the customer

• Requests beyond policy terms (e.g., expired refund requests)

• Delays caused by external factors such as traffic, weather, or public holidays

• Misuse or fraudulent claims

8. Customer Responsibilities

Customers are responsible for:

• Providing accurate order and contact details

• Responding promptly to support queries

• Submitting valid proof for complaints within the required timeframe

Delayed responses may affect the resolution outcome.

9. Service Quality Commitment

We aim to provide a smooth and positive customer experience by:

• Ensuring clear communication

• Handling issues professionally

• Continuously improving our services based on feedback

10. Policy Updates

GiftFrom.ae reserves the right to update this Support Policy at any time without prior notice to reflect operational or service changes.

11. Contact Information

GiftFrom.ae Customer Support
Email: info@giftfrom.ae
Dubai, UAE

By using GiftFrom.ae services, you acknowledge and agree to this Customer Support Policy.