Souq.com Frequently Asked Questions (FAQs)

Answers For Buyers

• I made my first purchase and received a confirmation SMS/Email. What should I do?
Congratulations on your first purchase with Souq.com. Unless prompted, you need not respond unless called by the Customer Service team or asked to specifically. This is to confirm your order and ensure you are able to track your order with the order ID.
• I just sold an item on Souq.com and received a notification. What should I do?
As a seller on Souq.com you need to respond immediately to any notification of a sale and confirm orders when prompted. You can view and manage your sales orders from your account and ensure prompt response and dispatching of sold items as soon as it happens. This is a conditional requirement to remain active on Souq.com and ensure that your store meets the Souq.com Service standards.
• Okay, it’s been 3 to 7 days and I haven’t received my Order yet! where is it?
3 to 7 business days is the usual timeframe for receiving an item bought on Souq.com unfortunately however, delays might occur for a variety of reasons, and for that we apologize. Reasons for this could include, but are not limited to; the seller might not be ready to ship the item from their side, there could be unprecedented volumes in delivery from the courier company or other unforeseen delivery schedule issues, and even at times delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time among other things.
Your shipment status is updated under the Airway Bill (AWB) status update, allowing you to track it each step of the way to your door; however as a first step don’t worry your purchase on Souq.com is secure and it’s our aim to provide you with the best shopping experience and we take your receipt of an item within acceptable timeframes very seriously. Should you have any concerns you can reach our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there). We’re always here to help you.
• I am still worried! What if my item gets lost?
There’s no need to worry. An item is only considered delivered when we have your signature on the delivery note and the item is in your hands. . For whatever the reason, if an item does get lost you will receive a full refund of your money if you have paid through electronic means (Credit or Debit Card, CashU, other payment cards) and in the event that you chose Cash on Delivery (COD) then you are not liable to make a payment or penalized for a non-delivered item.
• Come on now, it been over 10 business days now, what’s going on?
Again, while we’re sorry you’ve been left waiting for so long, there could be any number of reasons, some of which were listed above – and we apologize for this lengthy delay in receiving your order. However we will trace your order and take effective action to ensure that it is delivered promptly or in the event the item is neither available nor ready to be shipped out we will discuss with you a host of alternative solutions to resolve the issue. You can contact our Customer Service Team anytime you wish to through the Contact Uspage via the inquiry form or Contact Centre (number listed there). The Team is at your service.
One thing is certain, you will never lose out on a shipment or payment made, and your consumer rights are fully protected by the consumer right laws of the host country.
• I don’t get the difference between a retail item bought from Souq.com directly and an item bought through Marketplace, what gives?
Souq.com is an online shopping platform which supports both individual marketplace sellers as well as retails stores who display and sell their merchandize online via the site. Buyers on the site could also be sellers and vice-versa. Whether you buy from the marketplace or from one of our preferred retailers the service through Souq.com will be the same. Souq.com is the premium and leading eCommerce community in the Middle East and North Africa region (MENA)
• If I buy something from the marketplace will my problems with individual sellers be treated differently from buying with the main retailers?
Absolutely not. As a Souq.com Shopper any issues you may face will be handled in exactly the same manner, with full and unconditional support which is your right as a valued and respected customer. All our sellers, Marketplace and Retail have to adhere to the same high standards of service and authenticity of their advertised merchandise. Basically you receive what you have bought according to the advertised item. As always, our Customer Service Team is there to help with any issue or problem faced, and we aim to get any complaint or concern you may have resolved as quickly as possible, and to your satisfaction. Our Customer Services Team are also there to hear from you regardless and we encourage feedback and love to listen and grow our services with your input; remember we can only improve if you provide us with feedback on the service levels you have received. We are there for you, and you can call us or drop us your comments through a host of channels available via the Contact Us page.
• Okay, this isn’t what I bought?
Never fear, we will help you in correcting that should this be the case. Also as a Souq.com shopper you have the right to return an item within three (3) days even if it is the exact same item you have ordered so long as it meets our return policies namely being in the same condition received and with the original packaging intact.
• Okay, but what if I decide after three (3) days I don’t want the item, if it was a store, I have up to 30 days, what happens then?
Yes you can - if your item is faulty or not in working condition due to a product defect or not functioning as it is supposed to - then you can still return it and we will arrange a pickup of the item to be returned to the seller and your money refunded. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there) However if there is nothing wrong with the item and you just want to return it, please note that some individual sellers do not accept a product back after the three (3) days have passed although we can contact the seller on your behalf to try and arrange such a return however that is dependent on their acceptance and policies.
• I still want the item despite the fault, what happens then?
We can arrange a replacement or even at times an item might be repaired or fixed. To do so please contact our Customer Service Team through the Contact Us page via the inquiry form or Contact Centre (number listed there)
• I’ve changed my mind; can I return what I’ve bought?
Yes you can. We want to offer you, our valued customers, the peace of mind of shopping with us and also we fully understand that sometimes you might change your mind on a bought item, If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit or Debit card, other payment cards) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to three (3) days to do so, so long as the item is in the same condition as received and with the original packaging intact. For Souq Fashion items you have a little longer to return an item up to fourteen (14) days so long as it is in the same condition received and with the original packaging intact. In all circumstances you can contact the Customer Service Team through the Contact Us page for a return of an item or refunds.
• But what if I want to return an item after three (3) days?
If you have filed a complaint within three (3) days then a return is possible after this period. You can either file a complaint or Contact Us through the Inquiry form or Contact Centre (numbers and method available on the Contact Us page of Souq.com).
• Do I get the full amount returned/refunded to me for a Returned item?
Shipping fees will be deducted from the amount, but you will receive a refund for the balance. This fee will be waived if the item was not as advertised, defective or not functioning as advertised. So basically if it is a return because you have simply changed your mind then the shipping fees will be retained by Souq.com and we just refund you the item amount paid. You will be refunded the shipping fees for returned items not in proper working condition or faulty and/or defective.
• What Guarantee and/or Warranty is offered on items sold on Souq.com?
There are different types of sellers on Souq.com and hence different Warranty and Product Guarantees on offer. Please read the offer note against each item listed carefully to understand the individual seller’s policies and procedures. If the item(s) bought is from Souq.com’s own Retail store then every item has the Souq.com Guarantee of one (1) year from the date of purchase. For Marketplace sellers it depends on the individual sellers and store policies according to the offer note displayed against every item. Souq.com is not responsible for those items however as a buyer you have several recourses for any complaints in regards to individual sellers.
• Yeah, what are those? I have a complaint against the seller.
You can file a complaint against the seller and/or contact the Customer Service Team via the Contact Uspage and the seller is obliged to respond and interact actively with his/ her customers. We take the peace of mind and satisfaction of our buyers very seriously and we will not tolerate noncompliance with Souq.com Service Standards and Policies
• I think the item I bought might not be a genuine item , what can I do?
Souq.com does not tolerate any fake items to be displayed by any of its sellers and strict action will be taken against any seller should this happen. Our Customer Service Teams will investigate thoroughly any such complaint and the selling of fake or banned items could lead to a seller’s blacklisting and closure of his/her store.
• Can I return it and get a refund?
If after the three(3) days No Questions Asked return period has elapsed, and you item deemed fake, then absolutely yes, so long it is in its original condition and with the original packaging intact, and you can do so via the Customer Service Team through the Contact Us page or filing a complaint requesting a return.
• What if I am not sure what I bought is a genuine item?
Again, as part of the community your feedback and input help make it better. By raising the question or filing a complaint, you give the seller an opportunity to respond to your concern or contact the Customer Service Team through the Contact Us page to take this matter up with the seller.
• Can I replace an item?
At the moment we do not offer replacements however you can still return an item. Please see our return policies for that.
• Why do you sometimes ask for a copy of my credit card and/or an Identification Card such as a Passport copy, do you not trust me?
This is for your protection as much as ours, as well as all our buyers to ensure that an item bought on Souq.com using electronic means such as Credit or Debit cards is genuinely the card of the actual buyer and not related to a lost, stolen or fraudulently-used card. In effect it is an extra layer of verification as part of our secure shopping environment and authentication process and security levels.
• I am still not comfortable with you having this level of information on me?
Unfortunately it is required at times, and in the case of Credit Cards we only ask for the front-page of the card. However if you have concerns regarding this you can also opt to use Cash on Delivery (COD) or other limited eCard options such as CashU.
• I bought an item from Souq Fashion but it is the wrong size and/or colour. What can I do?
Occasionally this will happen, however for Souq Fashion items you have a little longer to return an item; up to fourteen (14) days so long as it is in the same condition received and with the original packaging intact. You can contact the Customer Service Team via the Contact Us page to affect a return.
• I filed my complaint and contacted your Customer Services and nothing has happened yet?
Firstly, we apologise for the delay. Every complaint filed or issue sent to Customer Services is logged and remains open until full satisfactorily resolution. We work in partnership with all or buyers and sellers to resolve matters speedily, however at times due to complexity of an issue it might require longer to resolve. But rest assured that your case or complaint is not ignored and is being worked on.
• But a complaint I had was closed by the seller and I am still not happy or satisfied?
Your complete satisfaction is our primary goal, and you can still re-open the complaint or contact the Customer Service Team through the Contact Us page.




Product Reviews Questions

• What are the different "Top Reviewers" badges available at Souq.com?
Currently we have the following "Top Reviewers" badges:
- Top Reviewer
- Top 10 Reviewers
- Top 50 Reviewers
• How can I get a "Top Reviewer" badge?
The only way for obtaining a "Top Reviewer" badge is by writing many good quality product reviews on Souq.com; the more you write good reviews the higher your rank on Souq.com will get and the higher your chances for obtaining a badge will become. Start writing product reviews on items you bought on Souq.com.




White Friday

• When will the White Friday deals go live?
WhiteFriday would feature multiple deals throughout the duration of the event (23rd-26th of November, 2016) please visit Souq.com to check the latest offers.
• Limited items, products sold out
We have limited availability of stocks on the White Friday offers and hence they might sell out quickly. We highly recommend you grab the offers you like before the stocks run out.
• Delivery during the White Friday Sale
Items purchased during the White Friday Sale would be delivered maximum by the 15th of December, 2016.
• Returns during the White Friday Sale
Returned orders would be collected within 15 days from the date of your return request, refunds could take additional 7 working days. You can find the latest updates on your returns and refunds by logging into your Souq Account & checking 'My Order' section (Please click here to track).
Your refunds are processed based on your mode of payment 
If payment mode = COD, refunds would be transferred directly to your Souq.com account. 
If payment mode = Credit Card, refunds would be processed directly to the credit card.
• Warranty during the White Friday Sale
Products under warranty would be collected within 15 days from the date of your request. Once the item is received at the repair centre we will keep you informed about the progress on the repair status. .
• Can I pick up my orders from the collection outlet?
You can only pick up specific orders where 'Ship to a near by pickup selection' was chosen as the preferred shipping method while placing the order. You will be notified once the shipment is ready for pick up so you can come and collect the shipment from the collection outlet. .
• Contacting us during the White Friday Sale
Please use the contact us form on the website and we will get back to you at the earliest.In case of urgency, you can always call us on ( 920002302)




General Questions

• Why is the Courier Company calling me?
This is to arrange a pick-up time for an item sold if you are a seller or to arrange a delivery time if you are a buyer. Please respond to all such calls in a timely manner so as not to cause a delay in your order. Also please make sure you are available at the agreed time and location confirmed with the courier company to arrange either pick-up or receipt of your order
• I need to make some changes, can I edit the details of my account and/or change address, name and password?
Of course you can. Log-in to your account and you can do most edits yourself except things like Email ID which requires you to contact the Customer Service Team.
• I really need to make changes to my contact details such as username and email ID?
You can edit changes to most of your account on your own however for email ID and username please contact the Customer Service Team through the Contact Us page as you cannot do so by yourself.
• I have a Souq.com account in another country and want to sell and buy in another one. Can I do so?
Unfortunately you can’t. Your Souq.com account allows you to sell and/or buy only from the country that account is registered at. For example, if you have a Souq.com account from our Saudi Arabia Site, you cannot use this in the UAE. However, you can simply set up an account for the new country and continue to use Souq.com.
• Can I buy and have items delivered to a country that is outside the ones where Souq.com is located?
Unfortunately, no; you can only buy and sell from the country you have registered at.
• I have forgotten my account password. What can I do?
That’s not a problem; there are also two ways to reset your password: Users can click “Forgot” on souq.com login page and enter the registered email address. User will receive an email instruction for resetting the password. Contact the Customer Service Team through the Contact Us page (Inquiry form or Phone) and a member of our team can assist you in resetting your password by sending you an email to do so in your own privacy




Most Common General Inquiries

• What is Souq.com?
We are proud to say Souq.com is the leading eCommerce site in the Middle East and North Africa region (MENA) and offers a host of options for buyers and sellers to transact through an online secure environment to purchase just about everything, either from our online retail stores, or through the Marketplace.
• Do you have a Physical Store?
No, Souq.com is an online eCommerce site – this allows us to offer you the best value for money, as we don’t have to maintain physical store premises
• How do I buy items online?
It couldn’t be easier. Simply register for an account at Souq.com . com and then browse the site and purchase whatever you want. You have a host of payment methods available, to suit your individual needs or budgets, the widest range of products at more than 200,000 items, and after making a purchase you will receive your selected items via a courier company delivered direct to your doorstep as per the address you specified – at your convenience.
• What about support or any interaction I need with Souq.com . com?
Firstly, you are the reason we are here; to support and serve you in every way possible. Contact our Customer Service Team (all contact details and methods listed under our Contact Us page) and we will be delighted to offer you any service or support possible. We also have specially extended hours throughout the day and we are available -365days a year
• I need to speak directly with a seller/buyer, how can I do that?
Normally this is done via our Customer Services Team through the Contact Us page, however you also have an option to file a complaint directly against an order you made and a seller must respond to you. Failing that you could also escalate the matter to the Customer Service Team.