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Support Policy Page
Technical Support and Customer Service Policy - [Silka Market]
1. Our Goal At [Silka Market], we are committed to providing a seamless and enjoyable experience for both buyers and artisans. This policy outlines how and when we can assist you, along with our expected response timelines.
2. Approved Communication Channels You can reach us via the following official channels:
Email: [silkamarket@silka-group.com] (Preferred for official inquiries and complaints).
Ticket System: Through your personal account on the platform.
WhatsApp (For customers in Egypt): [+20 102 588 9917] (For quick inquiries only).
Live Chat (if available): Accessible during working hours.
3. Working Hours and Response Speed Our support team is available to serve you at the following times:
Working Days: Sunday to Thursday.
Time: From 9:00 AM to 5:00 PM (Cairo Time / GMT+2).
Response Time: We strive to respond to all inquiries within 24 to 48 business hours. (Note for European customers: Please consider the time difference and public holidays in Egypt).
4. Scope of Support (Who is Responsible?) As we are a platform connecting artisans, please distinguish between two types of support:
A. Platform Responsibility (We help you with):
Account creation and login issues.
Technical issues on the website or app.
Payment processing and billing issues.
Unresolved disputes with the seller (Mediation).
B. Seller/Artisan Responsibility (Please contact the seller directly via the "Message Seller" button for):
Inquiries about product details (sizes, materials).
Custom Orders.
Tracking the order preparation status before shipping.
5. Disputes and Intervention Policy In case you encounter a problem with a seller (such as late shipping or product non-conformance):
You must first contact the seller and attempt to resolve the issue amicably within 48 hours.
If the seller does not respond, you can escalate the complaint to the [Silka Market] support team.
We will intervene as a neutral mediator to protect your rights (whether refund or product replacement) in accordance with our Return Policy.
6. Supported Languages Our support team is ready to answer your inquiries in the following languages:
Arabic
English
French (via Email only).
