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Souq.com Orders

Browse through these frequently asked questions to learn more about managing your Souq.com orders on Amazon.ae

1. Can I track orders I previously placed on Souq.com?

Yes, you can track your Souq.com orders on Amazon.ae. Please go to Your Orders. You can also continue to track your Souq.com orders on Souq.com .

2. How can I return an item purchased on Souq.com?

If any of your Souq.com orders are still within the return window, you can initiate a return request by going to Your Orders and creating a return request. You will receive your refund within 7 business days from the time we receive and validate your returned item(s). The amount will be refunded to the original method of payment. For Cash on Delivery orders, the amount will be refunded to your Souq.com account balance within 2 business days from the time we receive and validate your returned item(s).

Please click here to withdraw your account balance. If you are not able to access your account balance on Amazon.ae, you can withdraw this on Souq.com instead by clicking here.

3. Can I submit a warranty claim for an item I purchased on Souq.com?

Yes, you can submit a warranty claim for orders placed on Souq.com. Please click here to contact Amazon.ae Customer Service to initiate the warranty claim process.

4. I purchased a damage protection plan for my order on Souq.com, can I claim the warranty under this plan?

Yes, you can send the item for repair under a damage protection plan you previously purchased on Souq.com. Our approved repair vendor will inspect the damaged product before the repair to confirm whether it is repairable or not. Please click here to contact Amazon.ae Customer Service to initiate the warranty claim process.

5. What is the return window for orders placed on Souq.com?

You can return items purchased from Souq.com within 15 days of receipt, provided that they are in the same condition they were received in with the original box/packaging intact. Note that we are unable to accept return of the following:

  1. Return requests made outside the return window, i.e. 15 days from delivery.
  2. Clearance Items clearly marked as non-returnable and marked as being subject to a no-return policy.
  3. Innerware, Clothing freebies, Fragile items and hygiene related items.
  4. Product is used, damaged, or is not in the same condition as you received it.
  5. Defective products which are covered under the manufacturer's warranty.
  6. Any consumable item which has been used or installed.
  7. Products with tampered or missing serial numbers.
  8. Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
  9. Items categorized as non-returnable.

6. What items does Souq.com categorize as non-returnable?

Purchases in the following categories are non-returnable:

  • Lingerie
  • Socks
  • Software
  • Music albums
  • Books
  • Swimwear
  • Beauty & Fragrances

7. I have received a defective/damaged item from Souq.com, can I get a refund?

You can return items purchased from Souq.com within 15 days of receipt, provided that they are in the same condition they were received in with the original box/packaging intact. We will inspect the return and if the item is found to be defective or damaged, we will process a refund for both the product price and any shipping fees you paid for the product. You can start the return process here.

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