At RainbowOpal.com, we are committed to providing a smooth and secure shopping experience for both customers and our community of trusted vendors. As a multivendor marketplace, support is a shared responsibility between Rainbow Opal and the individual sellers who list their products on our platform.

Customer Support Overview

We aim to ensure that every purchase you make on RainbowOpal.com is a positive experience. Here’s how support works on our platform:

1. Product Inquiries & Order Issues

For questions related to specific products, shipping, order updates, or return requests:

• Contact the vendor directly through their store page or your order details.

• Vendors are responsible for answering questions and resolving issues related to the items they sell, including product details, shipping times, customization, and returns.

2. Escalated Support

If you’re unable to resolve an issue directly with the seller, or if the seller is unresponsive:

• Contact Rainbow Opal Support at vkhatana@rainbowopal.com or vkhatanaopal@gmail.com

• Include your order number, the seller's name, and a description of the issue.

• Our team will step in to mediate and ensure a fair resolution for all parties.

Support Scope

RainbowOpal.com provides platform-level support for:

• Payment and checkout issues

• Technical problems with the website or your account

• Disputes where the vendor fails to meet their obligations

• Fraudulent or suspicious activity

Individual vendors are responsible for:

• Product descriptions and specifications

• Shipping and tracking updates

• Order fulfillment and delivery

• Custom order communication

• Handling returns, refunds, and exchanges (within their policies)

Response Times

• Vendors: Most vendors respond within 1–2 business days.

• Rainbow Opal Support: Our team typically replies within 24–48 hours (Monday–Friday, AEST).

How to Reach Us

If you need help and the seller hasn’t responded, contact:

Email: vkhatana@rainbowopal.com or vkhatanaopal@gmail.com

Support Hours: Monday–Friday, 9 AM – 5 PM AEST

We’re here to support you every step of the way and ensure your experience at RainbowOpal.com is as vibrant and authentic as the opals we showcase.