Customer Support Policy

Effective Date: January 25, 2025
Last Updated: January 25, 2025

At SFF Online, we are committed to providing excellent customer service. This Customer Support Policy outlines how you can reach us, our operating hours, and what to expect when you contact us for assistance.

1. Support Channels

We offer multiple channels to assist with your queries, concerns, or feedback:

1.1. Email Support:

Send your inquiries to info@sff.co.za.
This is the fastest way to get detailed assistance or resolve complex issues.

1.2. Phone Support:

Call us at +27 31 573 9000.
Ideal for urgent inquiries or direct communication.

1.3. Contact Form:

Use the contact form available on our website at https://sffonline.co.za/contact.

2. Operating Hours

Our customer support team is available during the following hours:

Monday to Friday: 8:00 AM – 4:00 PM (SAST)
Saturday: 8:00 AM – 11:00 AM (SAST)
Sunday and Public Holidays: Closed

For inquiries made outside these hours, we will respond as soon as possible on the next business day.

3. Response Time Expectations

We aim to respond to all inquiries promptly:

3.1. Email and Contact Form:

Response time: Within 24 business hours.

3.2. Phone Support:

Immediate assistance during operating hours. If lines are busy, please leave a message, and we will return your call promptly.

4. Common Support Topics

Our customer support team is ready to assist with:

Order status and tracking.
Shipping and delivery inquiries.
Payment issues or queries.
Returns, refunds, and exchanges.
Product information and availability.

5. Escalation Process

If your issue is not resolved to your satisfaction, you may escalate it by:

Requesting to speak to a supervisor when calling our support line.
Sending an email with the subject line “Escalation Request” to info@sff.co.za.

Our team will prioritize and resolve escalated issues promptly.