FAQs – Souq Europe

Question Where is my order?

AnswerYou will receive updates on the status of your order by e-mail.

In addition, as soon as your order leaves our warehouses, we will send you an e-mail.

Question Can I cancel or change my order?

AnswerHowever, it is not possible to cancel or modify your order since we prepare it as soon as you confirm the order on the website.

If you change your mind, you can return the items once you have received your purchase. Please see Returns for more information.

Question How do I return an article?

AnswerYou have up to 14 days from receipt of your order to return your item and request its return.

Items containing flammable substances (such as perfumes, fragrances, etc.) may only be returned with the dangerous goods label and in their original packaging.

Return costs are at your expense.

Question Do I have a promotional code or a discount? How do I use it when buying online?

AnswerWhen you arrive at the summary of your purchase*, click on ‘Apply promotional code.

Question What are the types of shipments?

AnswerThe shipping options may vary depending on the delivery address, the time of your purchase and the availability of the items.

When you place an order, we will tell you the shipping methods available, the cost and the estimated delivery date.

Delivery options:

Standard – 2 EUR per Kg / FREE FROM 35 EUR PURCHASE
- The estimated delivery time is 10 to 20 working days.
- DHL Express – shipping cost by weight
- The estimated time for this delivery method is 3-5 days.

When you place an order, we will tell you the shipping methods available, the cost and the estimated delivery date.

Delivery options:

Standard – 2 EUR per KILO / FREE FROM 35 EUR PURCHASE
- The estimated delivery time is 10 to 20 working days
- DHL Express – shipping cost by weight
- The estimated time for this delivery method is 3-5 days.

Question I have not received all the items of my purchase. What should I do?

AnswerExamine your email to see if we sent you an email notifying you that any of the items included in your order were no longer available. In this case, we will refund you the amount corresponding to the item in question as well as the shipping costs of your order using the same payment method that you used during the purchase.

If you have not received an e-mail, please contact Customer Service and we will respond as soon as possible.

Question Are the items included in the cart automatically reserved?
AnswerNo, adding an item to the cart does not guarantee its booking or availability. There are items in high demand that can run out before you finish your order even if they were available when you added them to your cart.
Question In which countries can I buy online?

AnswerYou can currently shop online in all EU countries and most of Asia and Oceania, as well as the US and Canada.

Countries where it is possible to buy online are identified by an icon representing a basket on the home page.

Question I refused my package during delivery

Answer

Who pays the return costs?
If your refusal follows a withdrawal (change of opinion on your purchase)

In the case of a withdrawal, the return costs will be charged to you and automatically deducted from your refund even if the initial shipping costs were offered.

Your refund will be effective after receipt of the item in the warehouse of the merchant and after verification of its general condition.

When will your refund be triggered?

In the event of a withdrawal, your refund will be triggered no later than 14 business days from the date you requested to return your product. However, the merchant may defer your refund until the day they receive your package or until proof of shipment is provided.

An email will be sent to you when your refund is triggered.