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Awaiting Order Arrival

When will I receive my order?

Most orders are delivered within 5–12 business days, depending on the product and your location. You’ll receive tracking information once your order is shipped.

How do I track my order?

Once your order is dispatched, you will receive a tracking link via email or SMS. You can also track your order anytime using our Order Tracking page or by logging into your account and visiting the “My Orders” section.

My tracking hasn’t updated. What should I do?

Tracking may take up to 72 hours to update. If it hasn’t changed after that, please contact our support team and we’ll follow up with the courier.

Can I cancel my order after placing it?

Orders can only be canceled within 6 hours of placement. After this, it may already be in processing or shipping.

Ordering & Payment

Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track your orders, view history, and receive exclusive offers.

What payment methods do you accept?

We currently accept Cash on Delivery (COD). Online payment options will be introduced soon.

Is shopping on Souq Al Wafa secure?

Absolutely! Your data is protected by SSL encryption, and we do not store any payment details.

After sales

I received the wrong or damaged item. What should I do?

We’re sorry! Please contact us within 3 days of delivery with a parcel opening video and clear photos of the issue. We’ll help resolve it quickly.

How do I request a replacement?

If your item is eligible, we’ll offer a replacement after reviewing your claim. Just contact support with your order number, issue, and a video.

Do you provide warranties on products?

Unfortunately, Products comes with no warranties but If you receive wrong product or damaged product (Must needed video upon unboxing) then we can change it. 

Refund

How do I request a refund?

If your item is defective, damaged, or incorrect, contact us within 3 days of receiving it with proof and a parcel opening video. Eligible refunds will be processed to your original payment method (where applicable) or as store credit.

Are there any non-returnable items?

Yes. For hygiene reasons, we cannot accept returns on opened beauty, personal care, or health-related products.

How long does it take to receive a refund?

Approved refunds are processed within 5–10 business days. Please allow some time depending on your bank or payment method.

Can I return a product if I simply change my mind?

We currently do not accept returns for change-of-mind purchases.