Refund policy
Last updated: 12 October 2026
| Return window | 3 days from the date you receive your order |
|---|---|
| Item condition | Original, unused, with packaging, tags and invoice |
| Refund time | 7 – 14 working days after we receive and inspect the returned item |
| Refund method | Original payment method only · Cash on Delivery orders: bank transfer |
| Return shipping | Paid by the customer — paid by us in full if the item is defective or not what you ordered |
| Cancelling before shipping | Free, with a full refund |
How to return an item
- Contact us within 3 days of delivery at +971 55 816 7600 or info@souqalarab-fuj.com with your order number and the reason (add a photo if the item is defective).
- We send you return instructions: ship the item to us or drop it off at the Souq.
- We receive and inspect the item and confirm the return.
- We refund you within 7 – 14 working days to your original payment method.
What can and cannot be returned
✓ Returnable
- Unworn abayas and clothing with tags
- Bags, watches and accessories
- Home décor and antiques
- Any item that arrived defective or incorrect
✗ Not returnable (hygiene reasons)
- Perfumes and incense once opened
- Cosmetics and personal care once opened or used
- Underwear
- Food products
Defective or incorrect items
If your item arrives defective or different from your order, we cover the full return cost and refund the full amount including shipping, or replace the item — your choice.
Shipping fees
Original shipping fees are non-refundable unless the item is defective or incorrect.
Exchanges
You can exchange an item for one of the same value, or pay the difference, subject to the kiosk’s stock.
When will I see my money?
We issue the refund within 7 – 14 working days of inspecting the item. Your card-issuing bank may take a few extra days to show it on your statement.