Support Policy for Maryams.ae

At Maryams.ae, we are committed to providing exceptional customer and seller support to ensure a smooth and enjoyable experience on our platform. This Support Policy outlines the assistance we offer, how to reach us, and what you can expect from our support team.

### 1. Support Availability
- Our support team is available 7 days a week to assist you.
- Operating Hours: 9:00 AM - 6:00 PM.
- For urgent matters, please contact us via phone or email.

### 2. How to Contact Us
- Create a Support Ticket: Customers and sellers can create support tickets directly from their user dashboard for quick and efficient assistance.
- Email: support@maryams.ae
- Ticket: Create a ticket from your dashboard
- Live Chat: Available on our website during operating hours.
- Seller Support: shop@maryams.ae (for seller-specific inquiries).

### 3. Types of Support Offered
#### For Customers:
- Assistance with order placement, tracking, and cancellations.
- Help with returns, refunds, and exchanges.
- Resolving issues related to product quality, delivery, or payment.
- General inquiries about our platform, policies, and services.

#### For Sellers:
- Guidance on product listing, pricing, and inventory management.
- Assistance with order fulfillment and pickup scheduling.
- Resolving disputes or issues with customers.
- Support for account management and payout-related queries.

### 4. Creating a Support Ticket
- Log in to your user dashboard on Maryams.ae.
- Navigate to the Support section and click on Create a Ticket.
- Provide details about your issue, including order number (if applicable), product details, and a description of the problem.
- Our support team will respond to your ticket within 24-48 hours

### 5. Response Time
- We strive to respond to all inquiries, including support tickets, within **24-48 hours**.
- Urgent matters will be prioritized and addressed as quickly as possible.

### 6. Self-Help Resources
- Visit our FAQ section for answers to common questions.
- Access tutorials and guides on using the Maryams.ae platform.
- Check our Return Policy, Seller Policy, and other policy pages for detailed information.

### 7. Escalation Process
- If your issue is not resolved to your satisfaction, you may request escalation to a senior support representative.
- Escalated cases will be reviewed and resolved within **3-5 business days.### 8. Feedback and Suggestions
- We value your feedback If you have suggestions to improve our platform or support services, please email us at shop@maryams.ae
- Your input helps us enhance your experience on Maryams.ae.

### 9. Prohibited Activities
- Our support team is here to assist with genuine inquiries and issues. Any abusive, fraudulent, or inappropriate communication will not be tolerated.
- Misuse of our support services may result in account suspension or termination.

### Contact Us

For any questions or assistance, please reach out to us:
- Create a Ticket: Log in to your dashboard and create a support ticket.
- Email: shop@maryams.ae
- Ticket: Create a ticket from dashboard

We are here to help you every step of the way

Thank you for choosing Maryams.ae. Your satisfaction is our priority

Note: Last updated at 04 March 2025