Support Policy
Last updated: March 2026
Rainbow Opal is committed to providing a safe, trusted trading environment for buyers and sellers. This policy outlines how support is delivered across the platform.
1. Product Enquiries & Order Issues
For questions about a specific product, shipping status, or order details, please contact the vendor directly through the messaging feature on your order page. Most vendors on Rainbow Opal respond within 1–2 business days. This is the fastest way to resolve questions related to individual listings, dispatch times, or product specifications. Rainbow Opal's support team is not able to answer questions on behalf of vendors.
2. Escalated Support
If you have contacted a vendor and have not received a response within 3 business days, or if a dispute cannot be resolved directly, you may escalate the matter to the Rainbow Opal platform team. Our team will review the situation and mediate between buyer and seller to achieve a fair resolution. To escalate, please contact us with your order number and a summary of the issue.
3. What We Cover
The following outlines what is handled by the platform versus the individual vendor:
Vendor-Managed
- Product questions & specifications
- Shipping & dispatch updates
- Returns & refunds (first contact)
Platform-Level (Rainbow Opal)
- Returns & refunds (if vendor is unresponsive or dispute unresolved)
- Item not as described
- Account & login issues
- Payment or billing problems
- Reporting a seller or listing
4. Response Times
Vendor Response
Vendors are expected to respond to buyer messages within 1–2 business days. Vendors who consistently fail to respond may have their listings suspended.
Rainbow Opal Support
Our support team typically responds within 24–48 business hours. Complex disputes may take longer to investigate and resolve.
5. Contact Us
To reach the Rainbow Opal support team, please use the following:
Email: support@rainbowopal.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
When contacting support, please include your order number and a description of the issue to help us assist you as quickly as possible.