Policies
Clear guidance for the moments that matter.
Returns by category
General goods can be returned within 14 days when unused and in original packaging. Eligible fashion must be unworn with tags attached. Factory-sealed electronics have a seven-day window; opened devices follow exchange or warranty inspection. Hygiene exclusions apply.
Refund routes
Card and Apple Pay refunds return to the original card. Wallet payments return to the wallet. Cash-on-delivery refunds use Souqly Wallet or a verified bank transfer, never a card. A preview is not a completed refund.
Delivery and arrival protection
Support checks the promised time, service tier and documented exceptions before applying the delivery policy. Report damaged or spoiled perishables within 24 hours of delivery and include photo evidence.