My Souq is an online shopping store offering a curated collection of Fashion, Beauty, Personal care, and Health and Fitness Essentials.

We provide home delivery across the UAE. Delivery availability and estimated delivery times may vary depending on your location and product.

Orders are typically processed within 2–3 business days. Once your order has been processed, it will be delivered within the estimated timeframe provided at checkout.

Please contact us as soon as possible if you need to change an order. Changes cannot always be guaranteed once an order has entered processing or shipment.

Thank you for shopping with My Souq.

We're always here to help. If you have any questions about your order, shipping, returns, products, or any other
inquiries, please don't hesitate to contact us.

Customer Support

Company Name: My Souq

Email: Mysouqsa780@gmail.com

Phone / WhatsApp: +447882512383

Customer Service Hours

Monday – Saturday: 9:00 AM – 9:00 PM (GST)

Sunday: Closed

Response Time

• Email Within 24 hours
• WhatsApp: Within 2–12 business hours

We strive to respond to all customer
inquiries as quickly as possible.

Thank you for choosing My Souq.
We appreciate your trust and look forward to serving you.

Last Updated: 25-02-2026

At My Souq, we want you to have a smooth and satisfying shopping experience. If you are not completely satisfied with your purchase, please review the following Return & Refund Policy before requesting a return or refund.

1. Returns

Eligible products may be returned within 7/14 days of delivery, provided that the product:

• Is unused and in its original condition.
• Is in the original packaging, where applicable.
• Includes all accessories, tags, manuals, and other items supplied with the order.
• Has not been damaged, altered, washed, used, or improperly handled.

Certain products may be subject to different return conditions due to their nature.

2. Non-Returnable Products

For hygiene, safety, and other applicable reasons, certain products may not be eligible for return, including:

• Personal hygiene and beauty products that have been opened or used.
• Cosmetics, perfumes, and similar products after opening or use.
• Products that are customized or made specifically for the customer.
• Items damaged due to misuse, improper handling, or normal wear and tear.
• Products clearly identified as non-returnable at the time of purchase.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.

Please provide:

• Your order number.
• A description of the issue.
• Clear photographs or videos showing the product and its packaging.

After reviewing your request, we may offer a replacement, return, refund, or another appropriate solution, depending on the circumstances.

4. How to Request a Return

To request a return, please contact our customer support team with your order number and reason for the return.

Our team will review your request and, if approved, provide you with the return instructions.

Please do not send products back without receiving return instructions from us first.

5. Return Shipping

Return shipping costs may vary depending on the reason for the return.

If the return is due to receiving an incorrect, defective, or damaged product, My Souq may arrange or cover the applicable return delivery costs, subject to verification.

For returns due to a change of mind or other customer-related reasons, the applicable return delivery costs may be deducted from the refund or paid by the customer.

6. Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

If your refund is approved, the amount will be processed using the applicable payment method or another agreed method where appropriate.

The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.