Contact information
Welcome to AELY Contact & Communication Policy
When contacting us about an order, please include this information:
• Full name used on order
• Order number
• Email address used at checkout
• Date of purchase
• Clear description of your request
• Photos or proof if the issue relates to damage, defect, or incorrect item
• Delivery address if your enquiry relates to shipping
Missing information delays response and resolution.
- Contact Information
For all customer enquiries, support requests, order updates, and returns, please contact us through:
Email: aely.zasupport@gmail.com
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM (SAST)
Closed on weekends and public holidays.
- Response Times
We aim to respond to all enquiries within 1- 2 business days. Response times are estimates only and are not guaranteed.
During promotional periods, holidays, product launches, or periods of high demand, response times may be longer.
- Order Status Enquiries
Customers should allow the full stated processing and delivery period before requesting order investigations.
Order status enquiries submitted before the expiry of the advertised delivery timeframe may not receive an immediate response.
- Communication Methods
All official communications relating to orders, returns, refunds, warranties, and disputes must be made in writing via email.
We are not responsible for delays, misunderstandings, or losses arising from communications sent through social media platforms, messaging applications, or third-party channels.
- Customer Responsibilities
Customers are responsible for:
• Providing accurate contact details and delivery information.
• Monitoring their email, including spam and junk folders.
• Responding promptly to requests for additional information.
We are not liable for delays caused by incorrect information supplied by the customer.
- Abusive Conduct
We reserve the right to limit or cease communication with any individual who engages in:
• Harassment.
• Threatening behaviour.
• Abusive language.
• Excessive or repetitive communications.
• Fraudulent claims.
Nothing in this clause limits any rights available under applicable South African law.
- Record Keeping
For quality control, training, fraud prevention, legal compliance, and dispute resolution purposes, we may retain records of communications in accordance with applicable South African law.
- No Legal Advice
Information provided by our customer support team is for general assistance only and does not constitute legal, financial, or professional advice.
- Disputes
Customers are encouraged to contact us first to resolve any concerns before escalating a matter to any regulator, dispute resolution body, payment provider, or financial institution.
- Consumer Rights
Nothing in this Contact Policy limits, excludes, or overrides any rights afforded to consumers under the laws of South Africa, including the Electronic Communications and Transactions Act, 2002, and the Consumer Protection Act, 2008.