– Email: help@framelagao.com (preferred) — include Order ID, name, phone number and issue details. – Phone: +91 7378000511 (Mon–Sat 10:00–18:00 IST)
2. Acknowledgement & Resolution timeline
– We will acknowledge your complaint within 2 business days. – We aim to resolve complaints within 10 business days. If more time is required, we will inform you with reasons and expected timelines.
3. Merchant escalation
– Customer Grievance Officer: Yogesh Kumar Goswami (help@framelagao.com / +91 7378000511) – If not resolved within 10 business days, escalate to Assistant Nodal Officer at FrameLagao (contact details above) — we will provide next level contact.
4. Razorpay escalation
– For payment-specific disputes that remain unresolved, customers may escalate using Razorpay’s grievance redressal mechanism as described in Razorpay’s policy. (Razorpay provides an escalation matrix and nodal officer contacts in their grievance policy).
