Souqly
Saved0العربية

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.

  • Souqly Wallet: instant.
  • Card and Apple Pay: back to the original card, 5-7 business days to show on your statement.
  • Cash on delivery: to your Souqly Wallet instantly, or by bank transfer in 3-5 business days after your bank details are verified. Never to a card.
  • Completed means the refund has left Souqly; settled means its arrival is confirmed. A wallet refund is settled as soon as it is made.
  • If a completed card or bank refund hasn't arrived, our finance team traces it. A refund is never paid twice.
  • If a refund fails, for example because the card was closed, we send it again once for the same amount: to the original payment method, to your Souqly Wallet when the card is closed and the wallet is in the order's currency, or by bank transfer in 3-5 business days if your wallet is kept in another currency.
  • Charged more than the order total, or charged twice? We refund only the extra amount: to your card for card and Apple Pay payments, or to your Souqly Wallet for cash or wallet payments (or by bank transfer if you ask, or if your wallet is kept in another currency), never to a card for a cash payment. If the payment records don't balance, our finance team checks the exact amount first.

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.