FAQs
Frequently Asked Questions (FAQs)
Welcome to MY SOUQ!
We’ve gathered some of the most common questions from our customers to help you shop with confidence.
📦 SHIPPING
Q: Where do you ship from?
We ship from our main fulfillment centers to customers all over Saudi Arabia. The shipping location depends on the product type and availability to ensure the fastest delivery possible.
Q: How long will my order take to arrive?
Processing usually takes 1–3 business days, and delivery typically takes 5–7 business days, depending on your location and the selected shipping method.
Q: How can I track my order?
Once your order ships, you’ll receive an email with a tracking number and a link to follow your package’s journey.
🔁 RETURNS & EXCHANGES
Q: What is your return policy?
We accept returns within 14 days of delivery for most items, provided they are unused and in original packaging.
Q: How do I start a return?
Simply contact our customer support team at support@mysouq.com with your order number and reason for return. We’ll guide you through the process.
Q: Are return shipping costs covered?
Return shipping fees are the responsibility of the customer unless the item arrived damaged or defective.
Q: How long does it take to process a refund?
Refunds are usually processed within 5–10 business days after we receive your returned item.
💳 ORDERS & PAYMENTS
Q: What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, and other secure payment options available at checkout.
Q: Can I change or cancel my order after placing it?
If your order hasn’t been processed yet, we can make changes or cancellations. Please contact us within 12 hours of placing your order.
Q: My payment failed — what should I do?
Make sure your billing information matches your payment method. If the issue continues, try another payment method or contact your bank.
🧴 PRODUCTS
Q: Are your products authentic?
Yes — at MY SOUQ, we take pride in offering 100% authentic and high-quality products sourced from trusted suppliers.
Q: What if an item I want is out of stock?
You can sign up for a restock notification on the product page, and we’ll email you as soon as it’s available again.
Q: Do you offer product warranties?
Some items come with a manufacturer’s warranty. You can find details on each product page or contact us for more info.
📧 CONTACT US
Still have questions?
We’re always happy to help!
👉 Email us at support@mysouq.com or reach out through our Contact Us page.