Free 3 days Return

If you are not 100% satisfied with your purchase, you can return it for free and get a full refund.

Just make sure to contact us within 3 business days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees incurred.


To return the item

1

Call our customer support number
(+971)-4-437 0900 or contact us within 3 business days from the day your order is delivered.

2

An email will be sent containing a pre-paid shipping label for you to print and attach to the package. A pick-up will be scheduled by one of our courier services.

3

Pack the item in its original state and packaging. Do not remove any bar code or labels on the box. Hand over the package to the courier representative.

4

Once we receive your returned item, we will inspect it and process your refund.

FAQ

  • I received a defective/damaged item, can I get a refund?
  • In case the item you received is damaged or defective, you could return an item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

  • I received a wrong item, how can I return it?
  • We apologize that you received a wrong item. In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with Free 3 Day Returns

    If you are not 100% satisfied with your purchase, you can return it for free and get a full refund.

    Just make sure to contact us within 3 business days from the day your order is delivered, and ensure that the item is in its original packaging, unworn and in the same condition you received it.

    If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees incurred.

  • I have changed my mind; can I return what I have bought?
  • Yes you can. We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees incurred. If you wish to return the item after receiving it, you have up to 3 business days to return them, so long as the item is
    (a) not listed in the non-returnable list
    (b) not Clearance Items clearly marked as such and displaying a No-Return Policy
    (c) in the same condition as received and with the original packaging box and/or packaging. In all circumstances, you can contact our Customer Service Team ((+971)-4-437 0900) or through the Contact Us page for a return of an item or refunds.

  • What if I bought the item from outside UAE through international shipping service offered by souq.com and I want to return it?
  • In case you have bought the item from one of the following countries: Qatar, Jordan, Lebanon, Oman and Bahrain through international shipping you will be able to drop the item to the nearest Aramex station and they will handle returning the item back.

  • Can I return Clothing & Fashion accessories?
  • You can return any Clothing item or Fashion accessory within 14 days in the same condition you received and in the original box and/or packaging intact, so long as the item is
    (a) not listed in the non-returnable list
    (b) not Clearance Items clearly marked as such and displaying a No-Return Policy
    (c) in the same condition as received and with the original packaging box and/or packaging.

  • What are the items that cannot be returned?
  • The items that cannot be returned are-
    - Clearance items clearly marked as such and displaying a No-Return Policy
    - When the offer notes states so specifically are items that cannot be returned.
    - Products that are fall into the below item types-
       Underwear
       Lingerie
       Socks
       Software
       Music albums
       Books
       Swimwear
       Beauty & Fragrances
       Hosiery

    Also, any consumable items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

  • How long does it take the courier to collect the returned items?
  • Typically, Courier representative will contact you within 3-5 business days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

  • Can I schedule time with the courier to return an item?
  • At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

  • Can I return my item after 3 days?
  • As per our Returns policy, you can return an item within 3 business days and receive a full refund.

    There may be situations in which you were not able to return items within the 3 days, in such cases please contact our Customer Service Team ((+971)-4-437 0900) or through the Contact Us page and file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will be honored outlined duration.

  • How can I receive refund to my credit card?
  • Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through electronic means (Credit or Debit card) then the money would be refunded to your card, but depending on individual’s bank requirements, the amount may take up to a month to reflect in your card statement or Cash U .

  • I paid through Cash on Delivery, how can I receive refund for an item?
  • Refunds on your purchase are done seamlessly after we receive the return item. If you have paid through Cash on Delivery (COD) or then the money would be refunded in the form of Souq credit and will be credited to your Souq Account balance. From your Souq Account balance, you can either easily make new purchases on Souq.com or simply transfer the credit balance to your personal bank account. For security purposes, the name on the bank account and on your Souq account must be the same.

  • Can I Replace or Exchange an item rather than a refund?
  • At the moment, Souq do not offer replacement or exchange of an item; however you can still return an item and receive a full refund. Please contact our Customer Service Team ((+971)-4-437 0900) or through the Contact Us page to get assistance on refund process.

  • I lost the Original Packing in which I received the item, how can I still return it?
  • We accept return of item only if it is in the original box and/or packaging intact with all labels and barcodes on it, however in this case, please contact our Customer Service Team ((+971)-4-437 0900).

  • Can I return an item through my courier company or personally drop it anywhere?
  • At the moment, the item can be returned to us only though one of our assigned courier services who would contact you will contact you within 3-5 business days from the day you requested a return.

  • Who pays for the shipping charges, when I return an item?
  • You can return an item for FREE. Souq pays for all the shipping charges and will refund your amount in full.

  • Where can I find the pre-paid shipping label / Air Waybill?
  • Once you place a request to return an item , the pre-paid shipping label / Air Waybill will be sent to you in your email to ensure you can return the item for FREE.