Contact information
Contact & Customer Support / Grievance Redressal
We’re Here to Help
At AARKA, customer support is an important part of the experience we create. Whether you need help with an order, delivery, product, warranty, prescription-lens assistance, or any other question, our team is here to help you with clear and thoughtful support.
Customer Support
For general customer support and assistance, please contact us at:
AARKA Eyewear
Email: team@aarkaeyewear.com
Website: www.aarkaeyewear.com
Customer Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST
Sundays and public holidays are not considered business days for customer support and processing purposes.
Official WhatsApp Support
AARKA may also communicate with customers through its official WhatsApp channel, particularly for order assistance, customised prescription-lens requirements, and other customer-service matters. As our official WhatsApp number may change from time to time, customers should use the WhatsApp contact displayed on the official AARKA website or provided directly by AARKA.
For your security, please avoid sharing passwords, payment-card details, OTPs, or other unnecessary confidential information through customer support channels.
What We Can Help You With
Our customer-support team can assist with orders, payments, Cash on Delivery, shipping and tracking, order cancellation, returns and refunds, warranty matters, customised prescription-lens assistance, product care, general product questions, complaints and formal grievances.
For matters governed by a specific AARKA policy, our support team may refer you to the relevant Shipping & Delivery, Order Cancellation Policy, Returns, Refunds & Exchanges, Warranty & Product Care, Privacy Policy, or Terms of Use & Purchase.
Response Times
For ordinary customer-support enquiries, AARKA aims to respond as soon as reasonably possible during customer-support hours. Response times may vary depending on the nature of the enquiry, the information required, and the availability of third-party service providers such as logistics or payment partners.
Formal Grievance Redressal
If you have a complaint or concern that requires formal escalation, you may write to our Grievance Officer at:
Grievance Officer
AARKA Eyewear
Email: grievance.aarkaeyewear@gmail.com
A grievance submitted through this email will be acknowledged within 48 hours of receipt. AARKA aims to address and redress grievances within one month, subject to the nature and complexity of the matter, the information required to investigate it, and applicable law.
Escalating an Existing Support Matter
If you have already contacted our customer-support team and believe that your concern has not been satisfactorily addressed, you may escalate the matter by writing to grievance.aarkaeyewear@gmail.com. Please include your order number, previous communication details where available, and a concise description of the concern so that the matter can be reviewed efficiently.
Escalation to the Grievance Officer does not remove or limit any rights or remedies available to a customer under applicable law.
Information That Helps Us Assist You Faster
When contacting AARKA about an order or product, please provide your order number and the email address or mobile number used when placing the order, where applicable. Depending on the nature of the matter, we may also request relevant photographs, video, prescription details, delivery information, or other supporting information.
Providing accurate information helps us verify the order and resolve the matter more efficiently. For return, replacement, damage, or delivery-condition claims, the evidence requirements stated in our Returns, Refunds & Exchanges and Shipping & Delivery policies may apply.
Customised Prescription-Lens Assistance
Customers who wish to add prescription lenses to AARKA sunglasses may contact us through our official WhatsApp support channel. Our team may collect the prescription and other required details from the customer before processing the customised solution.
Because customised prescription-lens products are prepared based on customer-provided information, the applicable terms stated in our Warranty & Product Care and Returns, Refunds & Exchanges policies will apply.
Communication and Order Verification
To protect customer orders and prevent unauthorised changes, AARKA may verify relevant order details before discussing sensitive order information or processing certain requests. Depending on the request, verification may include the order number, contact details associated with the order, or other reasonable information.
AARKA may communicate through email, WhatsApp, SMS, or other available channels depending on the nature of the service and the logistics or payment partners involved.
Third-Party Services
Certain customer-service matters may depend on third-party logistics, payment or other service providers. Where an issue requires information or action from such a provider, AARKA will coordinate as reasonably possible but may not be able to control the provider's response time or operational processes.
Privacy and Customer Information
Information shared with AARKA through customer-support and grievance channels will be handled in accordance with our Privacy Policy. Customers should share only the information reasonably necessary for us to understand and resolve their request.
Respectful Communication
We aim to provide every customer with respectful, patient, and professional support, and we ask that communications with our team remain respectful as well. AARKA may take reasonable steps to manage abusive, threatening, fraudulent, or clearly malicious communications while continuing to address legitimate customer concerns appropriately and in accordance with applicable law.
Policy Updates
AARKA may update this Contact & Customer Support Policy from time to time where reasonably necessary, including to reflect changes in support channels, operating hours, contact details or applicable legal requirements. The current version published on the AARKA website will apply from its effective date, subject to applicable law.
Our Contact Details
AARKA Eyewear
Shop 1, Vaibhav Complex, Hirabaug, Surat, Gujarat 395006, India
Customer Support: team@aarkaeyewear.com
Grievance Officer: grievance.aarkaeyewear@gmail.com
Customer Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST
Website: www.aarkaeyewear.com