Help centre

Saudi Arabia and the UAE only, in SAR and AED. We don't ship elsewhere, so we have no shipping or customs-duty information for other countries.

By card, Apple Pay, Souqly Wallet or cash on delivery, one method per order. Cash on delivery is available up to SAR/AED 5,000 and carries a SAR/AED 10 fee.

Standard delivery takes 2-4 business days, express arrives the next business day, and same-day covers metro zones for orders placed before 2:00 PM.

If we miss the promised time, we add one wallet credit per order: SAR/AED 15 for standard or express, SAR/AED 30 for same-day. There is no credit when the delay is outside our control or when the delivery was missed or refused.

Yes, free of charge until it is dispatched; what you paid is refunded in full. An unpaid cash-on-delivery order is simply cancelled, with nothing to refund. After dispatch you can refuse the parcel at the door or return it.

Wallet refunds are instant. Card and Apple Pay refunds take 5-7 business days. Cash-on-delivery refunds go to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after verification.

Not once it has been delivered, unless it arrives damaged or spoiled and you report it within 24 hours of delivery with a photo; then we offer a replacement if available, or a refund.

Yes. Prices include VAT at 15% in Saudi Arabia and 5% in the UAE, and a refund includes the VAT inside the refunded price.

No. Your loyalty tier doesn't change any refund or compensation; the late-delivery credit follows the delivery option you chose.

Souqly sells and delivers in Saudi Arabia and the UAE only, in SAR and AED. Pay by card, Apple Pay, Souqly Wallet or cash on delivery; each order is paid with one method.

• We deliver within Saudi Arabia, with prices in SAR, and the UAE, with prices in AED. We don't ship to other countries, so we publish no shipping or customs-duty information for them.
• Payment methods: card, Apple Pay, Souqly Wallet and cash on delivery. Each order is paid with a single method; a payment can't be split or mixed.
• Cash on delivery is available for orders up to SAR/AED 5,000 and carries a SAR/AED 10 fee. The fee is refunded only when a paid order is cancelled in full before dispatch.
• Prices include VAT: 15% in Saudi Arabia and 5% in the UAE. A refund includes the VAT inside the refunded price; there is no separate VAT refund.
• A pending amount on your card that was authorized but not captured is a hold, not a charge. Your bank releases it; Souqly can't release or refund a hold, and we can't promise when your bank will release it.

Standard delivery takes 2-4 business days, express arrives the next business day, and same-day covers metro zones for orders placed before 2:00 PM. If we miss a promised delivery time, we add one wallet credit per order: SAR/AED 15 for standard or express, SAR/AED 30 for same-day.

• Standard: 2-4 business days. Express: the next business day. Same-day: within metro zones, for orders placed before 2:00 PM.
• Tracking shows the live status, the promised delivery time and every delivery attempt.
• At handoff the courier calls or messages you first, and records a doorstep photo or a one-time code.
• A missed promise earns one Souqly Wallet credit per order: SAR/AED 15 for standard or express, SAR/AED 30 for same-day. It is a credit, never a refund, and your loyalty tier doesn't change it.
• There is no late-delivery credit when the delay comes from conditions outside our control, or when the courier's attempt failed because you missed or refused the delivery.
• Missed a delivery? Pick a new slot. If you refuse a parcel at the door, or the courier's attempts fail, it is refunded in full, delivery fee included, once it is back at our hub.

Before dispatch you can change the delivery address within the order's country. After dispatch the courier can reroute the parcel to an address you confirm in the same country, with a new delivery slot.

• Before dispatch: change the address to another one in the same country.
• After dispatch: the courier can reroute the parcel to an address you confirm, in the same country, with a new delivery slot.
• Deliveries never move to another country.

You can cancel an order free of charge until it is dispatched. Whatever you paid is refunded in full to your original payment; cash and wallet payments go to your Souqly Wallet, or by bank transfer in 3-5 business days if your wallet is kept in another currency.

• An order can be cancelled while it has not been dispatched: when it has been created or confirmed, or is being prepared.
• Everything you paid is refunded in full to the original payment method; for an order paid in cash or from your wallet, the refund goes to your Souqly Wallet, or, if your wallet is kept in another currency, by bank transfer in 3-5 business days after verification.
• An unpaid cash-on-delivery order is simply cancelled: nothing was paid, so there is nothing to refund, and no cash-on-delivery fee is charged.
• Once an order is dispatched it can't be cancelled: you can refuse the parcel at the door, or return it after delivery.
• A promotion on the order is void when the whole order is cancelled.

Most items can be returned within 14 days of delivery, and electronics within 7 days. Return pickup from your door is free.

• Home & Kitchen, Beauty & Care and Sports & Outdoors follow our general goods policy: 14 days from delivery, unused and in the original packaging.
• Fashion: 14 days, unworn and with the tags attached. Innerwear and swimwear can't be returned, for hygiene reasons.
• Electronics: a change-of-mind return is possible within 7 days only when the item is unopened and factory-sealed. A 10% restocking fee is withheld and the original delivery fee isn't refunded, so it is not a full refund.
• Opened electronics have no change-of-mind return. The manufacturer warranty applies, and a reported fault is inspected; the inspection can decide a refund or a replacement.
• Fresh & Grocery items can't be returned once delivered, unless they arrive damaged or spoiled and you report it within 24 hours of delivery with a photo. Then we offer a replacement if one is available, or a refund.
• Return pickup from your door is free. The refund follows the pickup and an accepted inspection, and we show you the refund amount before you confirm. It goes back the way you paid; cash and wallet payments go to your Souqly Wallet, or by bank transfer in 3-5 business days if your wallet is kept in another currency.
• The 10% restocking fee applies only to change-of-mind returns of sealed electronics; there is none for faults or for other categories. The delivery fee is kept on a change-of-mind return.
• A promotion lowers what you paid; a refund returns the amount you actually paid for the item.

Report a damaged or defective item with a photo and we replace it if it's in stock, or refund it, delivery fee included and with no restocking fee. A wrong item is replaced free or refunded, with no return-window limit.

• Damaged or defective: report it with a photo within the item's return window. We replace it if stock is available, or refund it, including the delivery fee and with no restocking fee. No pickup is needed unless you want to send the item back.
• After the return window, a fault goes to the seller or manufacturer under the product's warranty, where it has one.
• Wrong item: we send the right one free if it's in stock, or refund it including the delivery fee, with no restocking fee. The return window doesn't apply, and you don't have to send the wrong item back unless you choose to return it.
• A parcel or item that shows as delivered but didn't arrive is investigated by our delivery team first. If it is confirmed lost, we refund it, delivery fee included.
• The delivery fee is refunded in full, once per order, when Souqly or the seller is at fault: a damaged, defective, wrong or missing item, or a failed delivery.

Wallet refunds are instant. Card and Apple Pay refunds take 5-7 business days to show on your statement. Cash-on-delivery refunds go to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after verification, and never to a card.

• Souqly Wallet: instant.
• Card and Apple Pay: back to the original card, 5-7 business days to show on your statement.
• Cash on delivery: to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after your bank details are verified. Never to a card.
• Completed means the refund has left Souqly; settled means its arrival is confirmed. A wallet refund is settled as soon as it is made.
• If a completed card or bank refund hasn't arrived, our finance team traces it. A refund is never paid twice.
• If a refund fails, for example because the card was closed, we send it again once for the same amount: to the original payment method, to your Souqly Wallet when the card is closed and the wallet is in the order's currency, or by bank transfer in 3-5 business days if your wallet is kept in another currency.
• Charged more than the order total, or charged twice? We refund only the extra amount: to your card for card and Apple Pay payments, or to your Souqly Wallet for cash or wallet payments (or by bank transfer if you ask, or if your wallet is kept in another currency), never to a card for a cash payment. If the payment records don't balance, our finance team checks the exact amount first.

Warranty length belongs to each product and is shown with it; many products carry none. A fault reported after the return window goes to the seller or manufacturer under that warranty, not to a Souqly refund.

• Each product shows its own warranty, if it has one.
• Within the return window, a damaged or defective item is replaced or refunded by Souqly.
• After the return window, a fault goes to the seller or manufacturer under the product's warranty.

A promotion lowers what you pay, and a refund returns the amount you actually paid. One promotion per order. Your loyalty tier doesn't change refunds or compensation.

• One promotion per order. A promotion is void when the whole order is cancelled.
• A refund returns the amount you actually paid for the item, after any promotion.
• Your loyalty tier doesn't change any refund or compensation; the late-delivery credit follows the delivery option you chose, not your tier.

Sellers can dispute a penalty, and Souqly's seller review team decides. A reversal is credited to the seller wallet in the penalty's currency.

• Each disputed penalty is decided by Souqly's seller review team, which can uphold it or reverse it in full or in part.
• A reversal is credited to your seller wallet in the penalty's currency; amounts are never converted between currencies.
• If the penalty's currency differs from your seller wallet's, the reversal goes to our finance team.

Our Help Centre answers every day from 8:00 AM to 11:00 PM by app chat, WhatsApp or phone, in Arabic and English.

• Hours: every day, 8:00 AM to 11:00 PM.
• Channels: app chat, WhatsApp and phone, in Arabic and English.
• Have your order number to hand so we can find your order quickly.