Customer Support Policy

Last updated: 12 July 2026 · Applies to https://seoulstreet.in

Seoul Street (https://seoulstreet.in) is owned and operated by Unigrow Company. This Support Policy explains how you can reach us, what we can help you with, how quickly you can expect a response, and how a complaint is escalated if you are not satisfied with the resolution offered.

1. How to Reach Us

We are closed on Sundays and on gazetted public holidays in India. Messages received outside business hours are queued and answered on the next working day.

2. What Our Support Team Can Help You With

• Questions about a product, its ingredients, shade, size, usage, or availability, before you buy.
• Placing an order, applying a coupon, or resolving a checkout or payment error.
• Order status, dispatch confirmation and tracking updates.
• Changing a delivery address or cancelling an order before dispatch.
• Damaged, defective, incorrect, expired or missing items.
• Returns, replacements and refund status, in line with our Return, Refund & Cancellation Policy.
• Invoice and billing queries.
• Account, login and privacy requests, including requests to correct or erase your personal data.
• Complaints, feedback and grievance escalation.

2.1 What is outside the scope of support

• We are a retailer, not a medical provider. Our team can share the information printed on a product by its manufacturer, but cannot provide medical, dermatological or diagnostic advice. If you have a skin condition, an allergy, or are pregnant or nursing, please consult a qualified professional before using any cosmetic or personal-care product, and always patch-test first.
• We cannot support products that were not purchased from https://seoulstreet.in.
• We cannot influence or expedite the internal processing time of banks, card networks or payment gateways once a refund has been initiated from our side.
• We cannot alter, waive or override the timelines and conditions set out in our published policies on a case-by-case basis, other than as expressly permitted in those policies.

3. Response and Resolution Timelines

We aim to meet the following service levels. Business days are Monday to Saturday, excluding public holidays.

These are targets, not guarantees. Some cases — for example those requiring an investigation by a logistics partner or a bank — may take longer. Where that happens, we will keep you informed of the status.

4. Helping Us Help You Faster

When you write to us, please include:

• Your Order ID and the email address or mobile number registered against the order.
• A clear description of the issue.
• For any damage, defect or shortage claim: clear photographs of the product, the invoice, the outer packaging and the shipping label, and the unboxing video wherever available.

Requests raised through a single channel are resolved fastest. Raising the same issue across multiple channels creates duplicate tickets and can delay a resolution.

5. Escalation Path

If you are not satisfied with the response you receive, you may escalate:

1. Level 1 — Customer Support. Email support@seoulstreet.in with the subject line "Support – [Order ID]".
2. Level 2 — Escalation. If the issue is unresolved after 5 business days, reply on the same email thread with the subject line changed to "Escalation – [Order ID]". Your case will be reviewed by a senior member of the team.
3. Level 3 — Grievance Officer. If you remain dissatisfied, write to our Grievance Officer, whose details are given below.

6. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the details of our Grievance Officer are:

The Grievance Officer will acknowledge your complaint within 48 hours of receipt and will endeavour to redress it within 30 days.

7. Standards of Conduct

Our team will always deal with you courteously and in good faith. We ask for the same in return. We reserve the right to discontinue a conversation, and where necessary to restrict access to the Website, in the event of abusive, threatening, discriminatory or fraudulent conduct towards our staff or delivery partners.

8. Beware of Fraud

Unigrow Company will never ask you for your card PIN, CVV, net-banking password, UPI PIN or an OTP, over the phone, by email, or through any messaging app. We do not ask customers to scan a QR code or to approve a "collect request" in order to receive a refund — a refund never requires you to authorise a payment. Our only official domain is seoulstreet.in and our only official support address is support@seoulstreet.in. Please report any suspicious message claiming to be from us to that address immediately.

9. Changes to this Policy

We may update this Support Policy from time to time to reflect changes in our operations or in applicable law. The revised version takes effect from the date it is published on this page.