FAQs
Where is my order?
If your order has already been shipped, you can track it using the tracking number provided. The tracking number is sent in the shipping confirmation via email or WhatsApp.
If your order is still being processed, you will receive a tracking number and shipment confirmation once it has been dispatched.
Please note: tracking is not available for free/promotional items.
Where is my order confirmation?
Your order confirmation is automatically sent to your WhatsApp, or you may receive a confirmation call from our customer care team after placing your order.
If you haven’t received an order confirmation within 24 hours, please contact us at hello@souqano.store in case there is an issue with your order.
Before contacting us, kindly check your spam or junk folder.
Can I edit my order?
If your order has not yet shipped or you have not received a shipping notification, you may request changes such as size, color, or quantity.
Please contact us at hello@souqano.store and include your order number.
Once the order has been shipped, changes are no longer possible.
How do I cancel my order?
To cancel your order, please email us at hello@souqano.store with your order number.
Orders can be canceled as long as they have not been shipped or you have not received a shipping notification.
Unfortunately, once an order has shipped, it cannot be canceled.
Shipping & Delivery
How long does shipping take?
Orders are typically dispatched within 1 business day and delivered within 2–3 business days, depending on your location.
When will my order ship?
Most orders ship within 1 business day. Even if there is a slight delay, rest assured your order will still arrive within the promised delivery time.
Do you ship to my country?
Yes. We currently ship across the Middle East, including:
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UAE
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Saudi Arabia (KSA)
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Qatar
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Kuwait
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Oman
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Bahrain
Returns & Exchanges
How do I return my order?
We’re sorry to hear you’d like to return your order. Here’s how it works:
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Contact us at hello@souqano.store within 7 days of purchase.
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Our support team will guide you through the return process.
For full details, please visit our Return Policy page.
How do I exchange an item?
To request an exchange:
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The request must be made within 7 days of purchase
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The item must be unused and in perfect condition
Please email hello@souqano.store with your order details and exchange request.
Customers are responsible for postage fees for exchanges.
However, if you received an incorrect or defective item, please send us a photo — in this case, we will cover the postage costs.