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Returns, Exchanges and Refunds

What is the return policy on FashionSouq.com?

Most items can be exchanged or refunded for any reason within 7 calendar days from the date of delivery, provided that they are in their original condition within the original packaging, with all the tags and labels attached and inclusive of all original parts, accessories and documentation such as manuals.

Items that are not returned as described above may not be accepted by the retailer for an exchange or refund.

 

What is considered an exchange?

By exchange, we mean returning an item to receive a different color or size of the same item which is of the same value.

 

How do I return my purchase?

If you wish to return an item, please contact us by calling +971 4 4272466 or by sending an email to customerservice@fashionsouq.com so that we can assist you with the correct returns procedure. Please note that some items must be returned to the retailer and cannot be returned to FashionSouq.com.

Our customer service team will provide you with the retailer’s address.

Once you have contacted our customer service team, you will be asked to:

  • Email a completed Return Request Form to customerservice@fashionsouq.com
  • Pack the items safely to avoid damage during transit
  • Include a printed copy of the following documents inside the package to be returned
  • Purchase Receipt
  • Return Request Form, completed with your reason for return
  • A copy of the return delivery label (in case the label comes unstuck in transit)
  • Stick the return delivery label on the outside of the package
  • Contact the delivery company when your package is ready to be sent back to the retailer
 

How long do I have to return a product?

You need to initiate your communication with our customer service team via an email or a call within 7 calendar days from the date of delivery.

 

Are there any items that are not returnable?

Yes, for non- returnable items as listed below & Clearance Items clearly marked as such and displaying a No-Return Policy or when the offer note states so specifically.

The following items are not eligible for return:

 

How will I be refunded for my purchase?

  • Once your items have been returned to the retailer and it has been inspected and approved by the retailer (usually within 72 hours of receipt), your refund will be processed within 2 to 3 weeks from the date of authorization. Please allow up 21 working days before contacting us if you haven't received your refund. Depending on your bank / credit card company, it may take an additional 2-10 business days after processing for the credited amount to show in your account.
  • For credit card or debit card purchases, refunds will be credited to the original credit card or debit card account. If we are unable to process your refund due to an expired credit card, then we will notify you by email and arrange for an alternative account to refund.
  • For Cash on Delivery (COD) purchases, refunds will be managed through FashionSouq.com Customer Service.
 

My order was cancelled before it was shipped, so when can I expect to receive a refund?

 
  • Refunds for cancelled orders are usually processed within 2 to 3 weeks of your order being cancelled, but please allow up to 21 working days before contacting us if you haven't received your refund.
  • Depending on your bank / credit card company, it may take an additional 2-10 business days for the credited amount to show in your account.
 

What happens if I return an item that was included as a free gift or was part of a bundle or package?

In order to receive a full refund, you need to return the gift with purchase and/or the bundled/ packaged items.

 

Is my package insured and do I need to sign for my order?

All deliveries are insured during transit and the courier company will ask for your signature and ID card at the time of delivery.

 

What should I do if my order arrives damaged?

While we take great care to ensure that your products are packaged safely to protect items from transit damage, we do accept that damage may occur.

If you have received a broken item, then please contact FashionSouq.com Customer Service as soon as possible and within 7 calendar days of delivery in order to be eligible for a repair, replacement or refund.

 

What should I do if the wrong item was shipped to me?

While we take great care to ensure that your products are packaged safely to protect items from transit damage, we do accept that damage may occur.

If you have received a broken item, then please contact FashioSouq.com Customer Service as soon as possible and within 7 calendar days of delivery in order to be eligible for a repair, replacement or refund.

If the item that you received is not as ordered, please call us on +971 4 4272466 or send us an email at customerservice@fashionsouq.com as soon as possible and within 7 calendar days of delivery so that we assist you with the return process.

 

Does your return delivery labels cover the cost of shipping returns?

If you have received a wrong delivery or the item that you have received is not as pictured or described or in case you have received a damaged or faulty item, the return shipping will be of no charge for you.

If you are returning an item for any reason other than the above, then you will need to bear the cost of return shipping.