FAQs

• Facing problems during Registration?

  Contact us and detail the problem you have encountered. You can either email us at support@thesouqexpress.com, and we will be happy to assist you.

• Do I have to create an account to place an order?

  No, you can place an order using ‘Guest’ checkout. However, we recommend creating an account on our website to enjoy special benefits, such as sharing your experience by rating and reviewing our products and services, and earning Cash Back loyalty points.

• Is it safe is it to use my Debit/Credit card or make an online payment?

  All transactions are protected by Secure Data Encryption using a 1024-bit process along with SSL. Any information you enter during the transaction is sent in a Secure Socket Layer (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This is an assurance that we follow the best security practices adopted by major online vendors, where all payments are processed in real-time, for your security and immediate peace of mind. You can tell if your browser is in secure mode at “Checkout” by looking for the padlock icon in the address bar of your browser. Plus, we do not save any card information of our customers, hence making it safer for you. 

• What’s our Return Policy?

  If you are not satisfied with the product ordered or are disappointed with the product or service, we would like to know your feedback in order to be able to serve you better. We strongly believe in the quality of our products and wish for you to be completely satisfied with your purchase. However, on rare occasions where you may be unsatisfied with a purchase, please see our Returns and Refunds Policy for more information on online returns.

• Interested in a product that is “Out of Stock”?

  We can notify you as soon as the product is back in stock by simply clicking on the product and entering your registered email address in the ‘Notify Me’ section. We will send you a notification email as soon as the product is back in stock.

• My payment has been Rejected, what should I do?

  There are various reasons why this may have happened, ranging from the validity of card/net banking details, insufficient funds in the account, to technical difficulties. If you were recently issued a new card, some of the information may have changed. In that case, please confirm your credit card details and try again.

• Payment options we offer?

  For Domestic orders, you can pay for purchases using Cash on Delivery, Debit, and credit cards. 

  *We do not deliver outside the UAE. However, you can use an international Debit/Credit Card for domestic deliveries. 

• Extra Charge on Cash on Delivery?

  There is no extra charge for Cash on Delivery (COD).

• I receive an incomplete, incorrect or damaged order. What should I do?

  While we try our best to fulfill your orders correctly. For any complaints you may have with regard to your order, please contact our Customer Care within 2 business days of your order delivery for prompt resolution. On the extremely rare occasion where you receive a product with tampered/open packaging, please inform our Customer Care within 1 business day of receipt, with supporting images if applicable, so we can best address your concern.

• How do I cancel and return my order?

  If you wish to cancel your order, you can do so by sending us an email at support@thesouqexpress.com. 

  You can also visit your account and click on Return Merchandise to return your product.

• How will I get a refund for my canceled order?

  Please refer to our Returns and Refunds Policy to understand if your order qualifies for a return. For pre-paid orders that have not yet been shipped, your order will be canceled within 24 hours of your request and will reflect as per your bank guidelines, which is usually within 7 business days.