Souqly
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Damaged, wrong or missing items

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.

Before you decide

Electronics, Fashion, Fresh & Grocery, Home & Kitchen, Beauty & Care and Sports & Outdoors from independent sellers, delivered in Saudi Arabia and the UAE.

Standard delivery in 2-4 business days, express the next business day, and same-day in metro zones for orders placed before 2:00 PM. If we miss a promised time, we add a wallet credit.

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

Journal

A good marketplace purchase starts here

Read the seller's listing, dimensions and warranty together: each product shows its own warranty, and many carry none. Keep your order number to hand when you contact support. Separate parcels may move at different speeds.

Keep your return options open

Check the department before opening the packaging. Most items can be returned within 14 days, unused and in the original packaging, and fashion with its tags attached. Electronics go back for a change of mind only unopened and factory-sealed, within 7 days. Fresh and grocery items can't be returned unless they arrive damaged or spoiled.

Changing a delivery plan

Before dispatch you can change the 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. Keep building and access directions clear, without sensitive information in a public note.

Where does a refund go?

The payment method decides the route. Card and Apple Pay refunds go back to the original card in 5-7 business days. Wallet refunds are instant. Cash-on-delivery refunds go to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after verification, never to a card.