Support Policy

Last Updated: 30-04-2026

At Fireefly.com, we are committed to providing fast, reliable, and helpful customer support to ensure a smooth shopping experience.

1. Customer Support Availability

Our support team is available to assist you with:

• Order-related queries
• Product information
• Returns & refunds
• Payment issues
• Technical support

Support Hours:
Monday to Saturday: 10:00 AM – 7:00 PM (IST)
Sunday & Public Holidays: Limited support

2. Contact Channels

You can reach our support team through:

? Email: info@fireefly.com

We aim to respond within 24 hours (business days).

3. Order Support

For faster assistance, please provide:

• Order ID
• Registered email/phone number
• Clear description of the issue

Our team will help you with:

• Order tracking
• Delivery updates
• Modifications (before dispatch)

4. Returns & Refund Support

For returns or refunds:

• Follow the steps mentioned in our Return & Refund Policy
• Support team will guide you through the process
• Status updates will be shared via email/WhatsApp

5. Technical Support

If you face issues such as:

• Website errors
• Payment failures
• Login/account problems

Our technical team will investigate and resolve them as quickly as possible.

6. Response Time

• Email: Within 24 hours

7. Customer Responsibilities

To help us assist you better:

• Provide accurate information
• Be respectful while communicating
• Follow the instructions provided by support team

8. Limitations of Support

Fireefly support may not cover:

• Issues caused by incorrect user input
• Delays due to third-party courier services
• External payment gateway failures

9. Escalation Process

If your issue is not resolved:

• Reply to the same email thread
• Mark your request as “Escalation Required”

Your concern will be reviewed on priority.

10. Policy Updates

Fireefly reserves the right to modify this Support Policy at any time. Updates will be posted on this page.

11. Contact Us

For any support-related queries:

Fireefly Support Team
? Email: info@fireefly.com