At Kobai, we are dedicated to offering exceptional customer support to ensure a smooth shopping experience for all your fashion needs. Whether you're shopping for women's, girls', or children's clothing, our support team is here to assist with any inquiries or issues. This Support Policy outlines how to reach us, our response times, and how we handle any issues related to your orders or product inquiries.

1. Support Hours

Our customer support team is available during the following hours:

• Monday to Friday: 9:00 AM – 6:00 PM (IST)
• Saturday: 10:00 AM – 4:00 PM (IST)
• Sunday and Public Holidays: Closed

Support requests submitted outside these hours will be addressed on the next business day.

2. How to Contact Us

You can get in touch with our support team using the following methods:

• Email: info@kobai.in
• Phone: 6376973078
• Live Chat: Available on our website during business hours
• Support Ticket: You can also submit a ticket through your account dashboard.

When contacting us, please provide the following details to ensure efficient service:

• Full name
• Order number (if applicable)
• Detailed description of the issue (e.g., product sizing issues, return requests, or delivery concerns)
• Images or supporting materials, if necessary (especially for product defects or sizing issues)

3. Response Time

Our typical response times are as follows:

• Email and Support Tickets: Within 24 hours on business days
• Phone and Live Chat: Immediate response or within a few minutes during business hours

Response times may vary during peak periods such as festive seasons, sales, or holiday rush.

4. Support Scope

The Kobai support team assists with the following:

• Product Inquiries: Information on sizes, fabrics, color options, care instructions, or styling tips for women’s, girls’, and children’s clothing.
• Order Assistance: Help with tracking orders, managing cancellations, or updates to shipping information.
• Returns & Exchanges: Guidance on how to return or exchange items, including for size, color, or fit issues, as per our Returns and Refund Policy.
• Technical Support: Troubleshooting for website or app-related issues like payment problems or account login issues.
• Size and Fit Guidance: Our team can assist with any questions regarding sizing charts and how to choose the right fit for girls, women, and children's apparel.

5. Resolution Times

Depending on the nature of your inquiry, our resolution times are typically as follows:

• General Inquiries: Resolved within 24-48 hours.
• Order Issues (e.g., returns, exchanges, refunds): Resolved within 2-5 business days after we receive the product back, where applicable.
• Technical Issues: Resolutions may take 1-3 business days based on the complexity of the issue.

For product-related issues such as incorrect sizes, damaged or defective clothing, we will provide further instructions on returns or exchanges within 48 hours of receiving your request.

6. Returns & Exchanges

For clothing that doesn’t fit, has a manufacturing defect, or is different from what was ordered, our support team will assist you with the return or exchange process. Returns and exchanges must follow our Returns and Refund Policy, and items should be unused, with tags, and in their original packaging.

• Return Window: Items can be returned within 30 days of delivery.
• Exchanges: If an exchange is requested for a different size or product, we will process the request upon receiving the returned item.

7. Size and Fit Issues

Our support team can help you better understand sizing charts for women’s, girls’, and children’s clothing. We highly recommend using our size guides and reaching out for assistance before placing your order if you are unsure of sizing.

For fit-related concerns, we offer free exchanges for a different size, subject to product availability. Please contact us within 7 days of receiving the item.

8. Escalation Process

If your issue is not resolved to your satisfaction or requires immediate attention, you may escalate the matter by emailing our Support Manager at manager@kobai.com. Include your ticket or order number for faster assistance.

Escalated issues are prioritized, and we aim to resolve them within 2 business days of escalation.

9. Limitations of Support

While we strive to offer comprehensive support, the following situations fall outside our support scope:

• Delays caused by third-party shipping carriers or customs clearance.
• Clothing care issues resulting from improper washing or use of non-recommended cleaning methods.
• Problems caused by incorrect measurements or inaccurate information provided by the customer.

10. Feedback and Suggestions

Your feedback is important to us! If you have suggestions on how we can improve our platform or customer service experience, please send your thoughts to feedback@kobai.com.

11. Changes to This Support Policy

Kobai reserves the right to modify this Support Policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately upon posting.

12. Contact Us

For questions or further assistance, please contact us through any of the methods listed above.