FAQs
Returns & Exchanges
Do you accept returns or exchanges?
Yes we do! You have 7 days to return any items from delivery within India. Just ensure items are unused, in their original packaging, and in perfect condition with tags and protective film attached. Refunds are issued as store credit. Unfortunately, we can’t accept returns for worn, damaged, or incomplete items.
For exchanges and returns, the customer is required to ship the items to us and/or pay for the exchange shipping fee.
Need help? Email us at customersupport@seoul-mate.in , and we’ll take care of everything!
I received my order, but an item is missing or damaged.
We're truly sorry for the inconvenience with your order! Please contact us via email at customersupport@seoul-mate.in . We'd love to make this right. An un-cut unboxing video is required to support your claim.
Shipping
Do you ship worldwide other than India?
We currently ship to select countries.
We also ship to EU countries.
We also do not ship to the following locations:
1. Pakistan
2. And any other country which is not covered by India Post.
We’re actively exploring solutions and hope to expand our shipping again in the future. Thank you so much for your understanding 🤍
How long does it take for my order to ship after placing it?
We usually process orders within 2-3 business days. Please note that we don't process orders on weekends or holidays. During busy times, shipping might take a little longer, but we'll keep you updated if there are any big delays.
Once your order has been shipped, you will receive an email with your tracking information.
How can I track my order?
How much does shipping cost?
All Indian orders that are Rs 2500 and above will receive free shipping! Otherwise, our domestic shipping rates start at Rs 90 and our international shipping rates start at $18 USD. For a more accurate estimate, shipping can be calculated at checkout.
Shipping costs are calculated at checkout based on the package’s weight, where it’s headed, and how fast you want it to arrive.
Do I have to pay any extra charges like custom fees?
No extra charges except shipping fees are to be given by Indian customers. International Customers should note that Custom fees depend on your country's regulations, and it's the buyers responsibility to cover any chargers that come up when the package arrives.
Orders
Can I cancel or edit my order?
You are able to cancel or edit your order as long as it has not been shipped out yet. Please contact us via email at customersupport@seoul-mate.in with your order number and details. We'll be happy to help you out!
The shipping address on my order is wrong—can I modify it?
No worries! If you need to make a correction to the shipping address, email us at customersupport@seoul-mate.in within 24 hours of placing your order with your order number and your correct address. However, once an order is shipped, we are unable to edit the order/address, or hold the package.
My package is marked as delivered, but I haven’t received it.
Oh no! We know how frustrating that can be. If you purchased our package insurance, please reach out to us at customersupport@seoul-mate.in and we’ll be happy to open a ticket with the courier company on your behalf so that we can get your package replaced or refunded back to you!
Even if you didn’t purchase insurance, don’t worry—we’re still here to assist you! Just drop us an email, and we’ll do our best to help you locate your package.
I haven't received my package and I purchased shipping protection, what do I need to do?
We’ve got you covered! If you haven’t received your package and you purchased shipping protection, just send us an email at customersupport@seoul-mate.in with your order details. We’ll open a ticket with the courier company for you and help resolve the issue as quickly as possible!
Can I combine my orders?
Unfortunately, we are unable to combine orders at this time. We found that combining orders can slow down shipping times, so to keep things running smoothly, we keep them separate.
I don't want my pre-order anymore. Can I cancel it?
You can cancel your pre-order within 24 hours of purchase. After that, pre-orders can’t be refunded since they help us fund production!
Do you have group orders?
We don't have any active group orders at the moment. If that changes, we'll let you know on our X account @SeoulmateBTS or our Instagram account @seoulmate.bts!
Products
What is the difference between in-stock and pre-orders?
In-stock items are ready to go and can be shipped quickly.
Pre-order items are either in production or will be soon. By pre-ordering, you’re reserving your spot to get the item once it’s ready. It usually takes 6–8 weeks for production, plus up to a month for shipping to us. This timeline can change if there are any delays.
How do you ship orders that have both pre-order and in-stock items?
We’ll ship your entire order once the pre-order item is ready. If you’d like your in-stock items sooner, just email us at customersupport@seoul-mate.in, and we can arrange for separate shipping (additional shipping costs may apply).
Will you restock ____?
Restocks are based on interest! If enough people want an item, we'll definitely restock it!
You can let us know that you want a certain item to be restocked by signing up to be notified when it's restocked! Go to the sold out item of your choice and click 'Notify Me When Available' !
What stage is my pre-ordered item at?
Can't find what you're looking for?
We’ve got you covered! You can reach us via email at customersupport@seoul-mate.in
We’ll do our best to get back to you within 24 hours.