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Service Level Agreement (SLA)

Last updated: 11 June 2026

An overview of the service standards Zee aims to provide across customer support, order handling, and platform availability.

1. Introduction

This Service Level Agreement ("SLA") describes the service standards that Zee aims to provide for its fit-to-measure fashion platform, including customer support, order handling, and platform availability.

This SLA is an overview only and does not create a guarantee of performance beyond what is required under applicable law and our main Terms & Conditions.

2. Scope

This SLA covers:

  • Customer support response targets.
  • Order processing and delivery expectations.
  • Handling of issues and incidents related to orders and Services.
  • General platform availability goals.

Specific service levels may vary depending on country, carrier, and other operational factors.

3. Customer support

3.1 Support channels

Zee may offer support through one or more of the following:

  • In-app or website chat.
  • Email support.
  • Phone or messaging apps (such as WhatsApp), where available.

The exact channels and hours of operation will be communicated on our website or app.

3.2 Response time targets

While actual response times can vary, Zee aims to:

  • Respond to general inquiries within approximately 1 business day.
  • Respond to order-related or delivery-related inquiries within approximately 1 business day.
  • Prioritize urgent issues (such as delivery problems or product defects) as soon as reasonably possible.

These are targets, not guarantees, and may be affected by high-demand periods, holidays, or unexpected events.

4. Order processing and delivery

4.1 Order processing

Orders are typically processed after successful payment authorization and basic verification checks. Processing includes:

  • Confirming product availability.
  • Preparing the order for production or picking from inventory.
  • Handing over items to the relevant logistics or delivery partner.

4.2 Delivery timelines

Estimated delivery dates are provided during checkout based on factors such as:

  • Your delivery location.
  • Product type and any fit-related or production requirements.
  • Logistics partner capabilities.

These estimates are indicative and not guaranteed. Delays can occur due to factors outside Zee's control, such as carrier delays, weather, or peak-season demand.

5. Issue handling and resolution

5.1 Types of issues

Common issues may include, for example:

  • Delayed or missing deliveries.
  • Damaged or defective products.
  • Incorrect items or sizes received.
  • Fit concerns within the scope of our policies.

5.2 Investigation and resolution

When you report an issue:

  • Zee will review the details and may request additional information (such as photos, order numbers, and descriptions).
  • We aim to acknowledge your report within our standard response targets.
  • We will assess the situation and propose a resolution path, which may include replacement, exchange, adjustment, store credit, refund, or other appropriate remedy, subject to our policies and applicable law.

The time needed to fully resolve an issue will depend on factors such as product type, logistics, and any required inspections.

6. Platform availability

Zee aims to provide a reliable platform experience. While exact uptime targets may evolve over time, our goals include:

  • Maintaining a high level of availability for core customer-facing features.
  • Planning maintenance tasks to minimize user disruption, including, where possible, scheduling non-urgent maintenance during off-peak hours.

Despite these goals, temporary interruptions may occur due to maintenance, updates, or technical issues. We will use reasonable efforts to restore service promptly.

7. Limitations

  • This SLA describes goals and internal targets rather than absolute guarantees.
  • External factors, such as internet connectivity, device performance, and third-party service disruptions, are outside Zee's direct control.
  • In all cases, Zee's liability is governed by the main Terms & Conditions and applicable law.

8. Changes to this SLA

We may update this SLA from time to time to reflect operational changes or improvements. When we make material changes, we will update the "Last updated" date and may provide additional notice where appropriate.

9. Contact

For SLA-related questions, you can contact us at:

Email: support@wezee.co