At HindukushGems.com, we are committed to providing our customers with exceptional support and service. This Support Policy outlines how and when you can reach us, and what kind of support we offer.

1. Support Hours

We provide support during the following hours:

Monday to Friday
⏰ 24 Hours
       Closed on Saturday and Sundays major public holidays

2. How to Contact Us

You can reach our support team through:

• Email: support@hindukushgems.com

• Phone/WhatsApp: +92-329-9928374

We aim to respond to all inquiries within 24 hours on working days.

3. What We Support

We offer help with:

• Product inquiries (e.g., stone quality, size, availability)

• Order and shipping status

• Return, refund, and exchange queries

• Payment issues or errors

• Custom order requests

• General assistance navigating the website

4. What We Don’t Support

Please note we do not provide:

• Appraisal or third-party gem valuation

• Investment advice regarding gemstone purchases

• Technical support for devices or software outside our website

5. Order Issues

If you have an issue with your order, please contact us within 7 days of receiving the item. Kindly provide:

• Your order number

• A clear explanation of the issue

• Photos if applicable (e.g., wrong or damaged item)

6. Commitment

We value every customer and aim to build long-term trust. Our goal is to resolve your issue efficiently, respectfully, and professionally.