Support Availability & Response Times

1. Who We Are

Fable is operated by Surrealium, an art studio and jewelry atelier located in Stockholm, Sweden. Our support operations are based on Central European Time (CET).

2. Human Support Operating Hours

Our human support team is active Monday – Friday. Please see below for our operating hours in various global time zones:

• Europe (CET - Stockholm/Berlin): 11:00 AM – 7:00 PM

• US East Coast (EST/EDT): 5:00 AM – 1:00 PM

• US West Coast (PST/PDT): 2:00 AM – 10:00 AM

• Australia (AEST): 9:00 PM – 5:00 AM (+1 Day)

Note: Support is closed on weekends and Swedish public holidays.

3. Response Times & Priorities

To ensure critical issues are resolved quickly, we use a tiered support system:

A. Automated Support (24/7)

• Availability: Always available.

• Function: Handles common questions regarding file locations, general refund policies, and "How-To" guides instantly.

B. Human Support (Escalated Errands)

• Availability: During operating hours listed above.

• Priority Queue: We prioritize tickets related to Payments and Delivery/Shipping issues. These are addressed first to ensure orders are fulfilled successfully.

• General Inquiries: For non-critical inquiries (e.g., general feedback, usage questions not covered by the knowledge base), please allow 24–48 hours for a human response.

4. Contacting Us

For the fastest resolution, please ensure you select the correct category when submitting your request so our system can prioritize it correctly.

• Email: [e-mail]