Support Policy – SelamatStore

Effective Date: 01/11/2025

At SelamatStore, we are committed to providing a seamless shopping experience and exceptional customer service. This Support Policy outlines how we assist our valued customers before and after their purchase.

1. Customer Support Commitment

Our support team is dedicated to ensuring your complete satisfaction.
We aim to:

• Respond to all queries promptly and professionally.

• Resolve issues efficiently and transparently.

• Maintain a respectful and helpful communication tone at all times.

2. Support Availability

? Working Hours:
Monday – Saturday | 10:00 AM – 7:00 PM (IST)

? Closed: Sundays and public holidays

During working hours, our support team is available via:
? Email: selamatstore.com@gmail.com
? Phone: +91 85259 19616

All inquiries received after working hours will be addressed on the next business day.

3. Types of Support Provided

a. Pre-Sales Support

Our team can help you with:

• Product information and recommendations

• Assistance in selecting fragrances, dry fruits, or Islamic collections

• Stock availability and pricing details

• Delivery options and estimated timelines

b. Order Support

• Assistance with placing or tracking an order

• Payment confirmation and invoice sharing

• Address changes or order updates before dispatch

c. Post-Sales Support

• Return or replacement requests

• Product-related issues or damage reporting

• Refund status inquiries

• Feedback and experience sharing

4. Response & Resolution Time

We strive to ensure:

• Initial Response: Within 24 hours (during working days)

• Issue Resolution: Within 3–5 business days, depending on the complexity

For product replacements or refunds, timelines may vary based on courier and inspection processes.

5. Communication Channels

You can reach our support team through:

• Email: selamatstore.com@gmail.com

• Website Contact Form: www.selamatstore.com/contact

• Phone or WhatsApp Support: Available during business hours

To help us serve you faster, please provide your Order ID, Registered Email, and a brief description of your issue when contacting support.

6. Escalation Policy

If your concern remains unresolved or you’re unsatisfied with the resolution:

• You may escalate the issue by emailing escalation@selamatstore.com with your complaint details and previous communication reference.

• Escalations are reviewed by our senior support specialists, and you will receive a response within 48 hours.

7. Limitations of Support

Our customer support cannot assist with:

• Issues related to third-party services (e.g., courier company delays).

• Product misuse or damage caused by improper handling.

• Requests beyond our Return & Refund or Warranty policies.

However, we will always try to guide you toward a fair resolution whenever possible.

8. Continuous Improvement

At SelamatStore, we continuously improve our support processes based on customer feedback.
Your experience matters — if you have suggestions on how we can improve, please let us know at feedback@selamatstore.com.

Contact Support

? Email: selamatstore.com@gmail.com
? Phone: +91 85259 19616
? Website: www.selamatstore.com

SelamatStore — Luxury you deserve. Service you can trust.