Shipping policy

My Souq – Shipping Policy

Effective Date: 29-April-2025

Thank you for shopping with My Souq. We are committed to delivering your order as quickly and safely as possible. Please read our Shipping Policy before placing an order.

1. Order Processing

  • Orders are processed within 1–3 business days after payment confirmation.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • Processing times may be extended during peak seasons or promotional events.

2. Shipping Time

Estimated delivery times are as follows:

  • United Arab Emirates: 2–5 Business Days
  • GCC Countries: 5–10 Business Days
  • International Orders: 7–20 Business Days

Delivery times are estimates and may vary depending on your location, customs clearance, and courier operations.

3. Shipping Charges

  • Shipping charges are calculated at checkout based on your delivery location and the selected shipping method.
  • We may offer free shipping on selected products or promotional campaigns.

4. Order Tracking

  • Once your order has been shipped, you will receive a shipping confirmation email with tracking information (where available).
  • Tracking updates are provided by the courier and may take 24–48 hours to appear.

5. Delivery Delays

While we make every effort to deliver your order on time, delays may occur due to:

  • High order volumes
  • Customs inspections
  • Weather conditions
  • Public holidays
  • Courier service disruptions
  • Other circumstances beyond our control

My Souq is not responsible for delays caused by third-party shipping providers.

6. Incorrect Shipping Information

Customers are responsible for providing accurate shipping details.

If an incorrect address is provided:

  • We are not responsible for failed or delayed deliveries.
  • Additional shipping charges may apply if the order needs to be reshipped.

7. Lost or Damaged Packages

If your package is lost or arrives damaged:

  • Contact us within 7 days of the expected delivery date.
  • Provide your order number along with photos or videos if the package is damaged.
  • We will work with the courier to investigate and provide an appropriate solution.

8. Customs & Import Duties

For international orders, customs duties, taxes, or import fees (if applicable) are the responsibility of the customer and are determined by the destination country's customs authority.

9. Contact Us

If you have any questions regarding shipping, please contact us:

By placing an order with My Souq, you acknowledge and agree to this Shipping Policy.