Souqly
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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.

  • 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.

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.