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Support Policy for Shekina Shop

Effective Date: 25/03/2026

At Shekina Shop, we are committed to providing reliable and timely support to ensure a smooth shopping and selling experience for all users.

1. Scope of Support

This Support Policy applies to:

  • Customers (buyers)
  • Vendors (sellers)
  • General users of the Shekina Shop platform

We provide assistance related to:

  • Account issues
  • Orders and payments
  • Technical problems
  • Vendor and product inquiries

2. Support Channels

You can contact Shekina Shop support through:

3. Support Hours

Our support team is available:

  • Monday – Saturday: 08:00 - 1800 hrs
  • Sunday & Public Holidays: Limited or no support

Response times may vary depending on request volume.

4. Response Time

We aim to respond within:

  • General inquiries: 24–48 hours
  • Urgent issues (payments, failed orders): 1–24 hours
  • Technical issues: 24–72 hours

5. Customer Support

We assist customers with:

  • Order tracking and updates
  • Payment issues
  • Refund and return guidance
  • Reporting damaged or incorrect items

⚠️ Note:
Since Shekina Shop is a multivendor platform, some issues (e.g., product quality, delivery delays) may require direct coordination with the vendor.

6. Vendor Support

We assist vendors with:

  • Account setup and verification
  • Product listing issues
  • Order management guidance
  • Payment and commission inquiries

7. Returns, Refunds & Disputes

  • Customers should first contact the vendor regarding issues
  • If unresolved, Shekina Shop may step in to mediate disputes
  • Final decisions may depend on:
    • Vendor policies
    • Evidence provided by both parties

8. Unsupported Requests

We do NOT provide support for:

  • Issues caused by incorrect user information
  • External payment or bank delays beyond our control
  • Disputes unrelated to Shekina Shop transactions
  • Misuse of the platform

9. Account & Security Issues

If you suspect:

  • Unauthorized access
  • Fraudulent activity

Contact support immediately at info@shekinashop.tz / +255624973939

We prioritize security-related issues.

10. Communication Guidelines

To help us assist you faster, please:

  • Provide accurate details (order ID, screenshots, etc.)
  • Use respectful and clear communication
  • Avoid submitting duplicate requests

11. Changes to Support Policy

We may update this Support Policy at any time. Updates will be posted within the app or on our website.