FAQs

Frequently Asked Questions

How does Cash on Delivery work?

Choose Cash on Delivery at checkout — no card needed. Our team confirms your order on WhatsApp or by phone, then dispatches within 24 hours. You pay the courier in cash when your order arrives at your door.

Is delivery really free?

Yes — every order ships free to all seven Emirates, with no minimum order value. No hidden fees at checkout.

How long does delivery take?

Dubai, Sharjah, and Ajman: 1–2 working days. Abu Dhabi, RAK, Fujairah, UAQ, and remote areas: 2–4 working days. You'll receive a tracking link by SMS and email once your order ships.

Can I return a product?

Yes — you have 7 days from delivery for returns on unused items in original packaging. Damaged or wrong items are collected and replaced or refunded at our cost. See our Returns & Refunds page for details.

How do refunds work for COD orders?

COD payments are refunded by bank transfer to your IBAN within 5–10 working days of us receiving the returned item. Card payments go back to your original payment method.

Are your products genuine and tested?

Every product at Souqella is checked and vetted before it earns a place in our store — we test what we sell. If anything arrives below expectations, our 7-day return policy has you covered.

Do you deliver outside the UAE?

Not yet — we currently deliver only within the UAE. GCC delivery is on our roadmap.

How can I contact you?

WhatsApp us at +971 50 396 1575 — it's the fastest way, and we reply in English and العربية, seven days a week. You can also email hello@souqella.store. Typical response time is under 2 hours during the day.