Policies
Clear guidance for the moments that matter.
Where we deliver and how to pay
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.
Delivery and late-delivery credit
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.
Changing the delivery address
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.
Cancelling an order
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.
Returns by category
Most items can be returned within 14 days of delivery, and electronics within 7 days. Return pickup from your door is free.
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.
Refunds and timelines
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.
Warranty
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.
Promotions and loyalty
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.
Selling on Souqly: penalty disputes
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.
Contact and support hours
Our Help Centre answers every day from 8:00 AM to 11:00 PM by app chat, WhatsApp or phone, in Arabic and English.