Contact & support channels

SA Fashion Mall runs three support channels. The right one to use depends on the urgency and whether you're logged in.

1. Support ticket system (recommended)

• Open /support → pick a category → send.
• Guests can submit (name + email required); logged-in users have both auto-filled.
• Assigned to a real human within 1 business day.
• Every reply goes to your email AND appears at /my-support-tickets for logged-in users.
• Rate limit: 5 tickets per hour per email/account.

2. Email

• support@safashionmall.co.za — general queries, response within 1 business day.
• privacy@safashionmall.co.za — POPIA requests, response within 30 calendar days (max).
• legal@safashionmall.co.za — IP notices, legal correspondence.
• hello@safashionmall.co.za — press, partnerships, sponsorships.

3. WhatsApp Business

For urgent order issues where email is too slow. The number is configured in the footer WhatsApp icon. Response Mon–Fri 9am–5pm SAST. Not for POPIA requests (must be in writing).

What NOT to do

• Don't DM us on Instagram — it isn't monitored for support.
• Don't post support questions on the platform reviews — they're for tailor reviews only.
• Don't leave a voicemail — the number isn't a call centre.