We're Here to Help
At Aellora, we want customer concerns to be handled clearly, respectfully, and within a reasonable timeline.
If you have an unresolved issue related to your order, payment, delivery, replacement, exchange, damaged product, wrong product, missing item, website use, or customer support experience, you may raise a grievance with us.
Quick Summary
- Customer support email: contact@aellora.in
- Grievance contact: Aellora Grievance Team
- Grievance Officer: Arbaaz Sayed, Designation: Grievance Officer, Phone: 7208822916
- Support hours: Monday to Saturday, 10:00 AM to 6:00 PM
- Acknowledgement timeline: Within 48 hours
- Resolution timeline: Within 1 month, depending on the nature of the complaint
Before Raising a Grievance
For normal order support, please contact our customer support team first.
Customer Support Email: contact@aellora.in
Phone / WhatsApp: 7208822916
Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM
Most concerns can be resolved through regular customer support.
When to Raise a Grievance
You may raise a grievance if:
- Your issue remains unresolved after contacting support
- You have not received a response within the stated response timeline
- You are not satisfied with the resolution provided
- You have a serious complaint about delivery, replacement, exchange, payment, or product concern
- You want to escalate a customer support issue
Grievance Contact Details
Grievance Contact: Aellora Grievance Team
Grievance Officer: Arbaaz Sayed
Designation: Grievance Officer
Grievance Officer Phone: 7208822916
Email: arbaaz.sayed@aellora.in
What to Include in Your Complaint
Please include the following details so we can review your concern properly:
- Full name
- Email address
- Phone number
- Order number, if applicable
- Product name, if applicable
- Date of order
- Description of the issue
- Photos or videos, if relevant
- Previous support ticket or email reference, if available
Response Timeline
We aim to acknowledge grievance complaints within 48 hours.
We aim to review and resolve valid complaints within 1 month, depending on the nature of the issue and the information provided.
Some cases may take longer if courier investigation, payment gateway confirmation, supplier review, or product inspection is required.
Resolution Process
After receiving your grievance, Aellora may:
- Review your order details
- Check support history
- Request additional information
- Contact courier or payment partners
- Review product photos or videos
- Review product condition details
- Offer a suitable resolution based on policy
Possible resolutions may include clarification, replacement, exchange, store credit, approved refund where required, support escalation, or another suitable action depending on the case.