Call +971 4 427 2467

Welcome to FashionSouq!

Packaging

Why do you ship the boxed package inside another box?

The original packaging is sometimes not sufficient to protect the items during delivery. To ensure that your items arrive safely, the retailer may choose to place your items inside another box. If you have bought more than one item from a retailer, then these items may also be packaged together in a new box to reduce your delivery costs.

 

Why did my order arrive in separate boxes and at separate times?

The most common reason for one order containing multiple items to arrive at different times, or in more than one delivery, is that the items may have been purchased from different retailers and therefore packages have been processed in different locations and sent at different times.

 

How should I package an item that has to be returned to the retailer?

To ensure that your item is returned to the retailer’s store in the best possible condition, please see the below guideline.

Packaging Tips:

Labeling Tips:

 

Product Orders

 

How do I change the quantity of an item in my Shopping Cart?

You can change the quantity of any item in your Shopping Cart, by changing the quantity in the text box adjacent to Product Name and under Quantity column. Please remember to click Update Quantity button, if you have changed the quantity of any item, so that our system can recalculate the prices.

 

What do the different product statuses at Fashion Souq mean?

The different possible statuses are:

  • Submitted: Your order has been submitted and received by the retailer who will now be preparing it for delivery
  • Ready for Pickup: The retailer has prepared and packed your order and it is ready for the the shipper to collect and deliver it to you
  • In Transit: The shipper has collected your order from the retailer and it is on its way to you
  • Delivered: The shipper has delivered the order to you
  • Not able to deliver: The shipper was not able to deliver the order on the delivery address and has returned it to the retailer (orders will only be returned after several failed attempts to deliver it to you).
 

How do I remove an item from my Shopping Cart?

You can remove individual items from your Cart by clicking the ‘Delete’ icon next to each item.

 

Can I buy items on Fashion Souq by calling your customer service team?

While we are very happy to hear from our customers, we are unable to accept orders over the phone, as we will not accept credit card information over the phone. We apologize for any inconvenience that this may cause, but it is an important policy to ensure the security of your transactions.

 

Am I buying items from Fashion Souq or from individual stores?

Depending on the product you could be buying from Fashion Souq or an independent retailer. We provide the ability for certain retailers to sell their products online, so you are buying products directly from the retailer, but your card statement will show that the payment was made to Fashion Souq.

 

Can I pick up items that I buy online at the physical store/warehouse?

At present it is not possible for you to arrange collection of the items you buy online from a physical store/ warehouse. All orders must be delivered by Fashion Souq shipping partners.

 

Can I cancel an order if I change my mind after ordering?

If you have changed your mind after ordering, you can still cancel the order as long as it has not yet been dispatched to the shipper for collection. Please note however that we will not be able to assist you with an order cancellation if the order has already been dispatched for delivery.We therefore encourage you to call us on +971 4 4272466 as soon as you change your mind so that we are better able to assist you with the order cancellation.

 

How do I change my delivery address?

Once you have placed an order, we don’t allow delivery address to be changed. We apologise for any inconvenience that this may cause, but it is an important policy to ensure the security of your transactions.

 

Safety and Security

Is my personal information safe on FashionSouq.com and who will see it?

Rest assured that we take your privacy seriously. Please see our Privacy Policy for details of how we collect personal information, what types of personal information we collect, what we do with it and what we do to safeguard it.

 

Will FashionSouq.com sell my personal information?

FashionSouq.com will not sell your personal information. We respect the privacy of your information and realize that you care about the way that your information is treated, used and shared. We have taken great care to ensure that your information is protected throughout your dealings with FashionSouq.com.

 

What information is collected about me when I visit the site?

FashionSouq.com does not require any of your personal information in order for you to access to any part of our site, unless specifically stated. We may ask for specific information in order to provide a service to you, such as sending information to you.

We do anonymously track traffic patterns using cookies, in order to measure site performance and make improvements. Cookies are small pieces of information stored on your computer that are read by the browser.

 

Do I have to log out of FashionSouq.com when I have finished shopping?

If others have access to your computer or device and you do not want them to have access to your account information, then we strongly encourage you to log out of FashionSouq before leaving your computer or device unattended.

You can log out by clicking on the 'Log out' link at the top of the page.

 

Products and Catalogs

 

Why can I not find an item that was displayed on FashionSouq.com before?

It is possible that the retailer is not selling the item any more, or that the manufacturer no longer produces it, but there may be other reasons.

Items may from time-to-time be removed from FashionSouq.com by retailers if they choose to discontinue selling these items. Items that were available earlier may not be viewable once they have been discontinued.

Additionally, as newer items are added to FashionSouq stores, the item that you might have seen before will now have moved further down the product listing. If you would like to find a specific product on FashionSouq.com that is no longer available where it was shown previously, we recommend that you use Fashion Souq’s search tool, as your item may be available elsewhere.

 

Will the color and tone of the product shown on FashionSouq.com be exactly the same as the item that will be delivered to me?

The images of the products on FashionSouq.com are for illustrative purposes only. Although we have made every effort to display the colors accurately, we cannot guarantee that your device's display of the colors and tones will accurately reflect the color and tone of the actual product. Your product may vary slightly from the images on FashionSouq.com for a variety of reasons, including inconsistencies in device displays and different light sources.

If your ordered product is delivered in a completely different color to what is displayed on FashionSouq.com (e.g. white instead of black), then you may return the unused product for a full refund.

Please refer to FashionSouq.com returns policy for more information.

 

FashionSouq.com Membership

Do I have to be a registered member to buy on Fashion Souq?

You do not have to be a registered member in order to shop at FashionSouq.com. You can simply add items to your Cart and do a Guest Checkout.

We do however encourage you to register on Fashion Souq as a member so that you can save information for the next time you visit FashionSouq.com, such as address, contact and payment information as well as a Wish List of items you are interested in.

You will also be able to view order history if you are a registered member with FashionSouq.com.

 

What benefits and privileges are only available to FashionSouq.com members?

 
 

How do I register to become a FashionSouq member?

Click "Sign Up" button located on the header. This will start registration process and open up the FashionSouq.com Registration page, which is very user-friendly and self-explanatory.

 

Managing my account

How do I manage my account on FashionSouq.com?

Once registered on FashionSouq.com, the My Account section allows you manage your account using a dashboard that provides;

 

User Access

I forgot my password, how can I access my account?

If you have forgotten your password, simply click on the "Forgot Your Password?" link and enter your registered email address and answer the Security Question. If the information provided matches the details stored in you Fashion Souq Account, then we will email a new password to your registered email address.

Once you have logged in with your new password we recommend that you change your new password to something unique and easy to remember for you.

 

Fashion Souq Notifications

Why am I not receiving any emails from FashionSouq.com?

You may experience problems receiving email that was sent from Fashion Souq because of Spam or Junk Email configurations on your email client.

To ensure that you will receive email that is being sent to you from FashionSouq.com:

 

How do I change my email address?

Login into FashionSouq.com and click My Account link on the header. On Account page, click Change My Email Address link to change your registered Email.

 

How do I unsubscribe from Fashion Souq notifications?

To unsubscribe to Fashion Souq alerts, go to your profile page on FashionSouq.com and uncheck the option to receive mail updates.

 

Customer and Technical Support

How can I reach FashionSouq.com Customer Support for assistance?

Please feel free to contact our friendly and effective customer service team on any of the following support channels:

 

What are FashionSouq.com Customer Support's operating hours?

Please feel free to contact FashionSouq.com Customer Support between 08:00 to 18:00 (GMT +4), 5 days per week.

If you phone in after 18:00, you can leave a recorded message so that we may return your call the next day.

 

Who are FashionSouq.com's Retailers?

Only Dubai based retailers who have a valid Trade License from the Dubai Department of Economics Development (DED) can register with FashioSouq.com, open their web-store and sell products on Fashion Souq. To see a list of all the retailers, click here.

 

Is it safe to shop at FashionSouq.com?

We understand that the safety of your personal information is extremely important to you. We have therefore put stringent security measures in place to ensure that your online shopping experience at FashionSouq.com is as safe as possible.

 

How do I shop at FashionSouq.com?

Log on to www.fashionsouq.com to start shopping. You can shop either as guest or registered user.

 

How do I checkout?

Click the Checkout button on your Cart page, you can start the Checkout process.

 

Can I buy more than 1 item at a time?

Yes, you can add as many items as you like to your Cart and then perform one Checkout to purchase them together as one order.

 

Can I buy from more than 1 retailer in one checkout?

Yes, you can buy items from multiple retailers and purchase them together with a single Checkout. You will be shown a total for each retailer and a grand total for the whole order. Please note that your items may not be delivered together in one package.