Payment & Shipping Returns & Exchanges FAQ

Payment & Shipping

We ship from NJ and accept national and international orders. Our website uses PayPal for payments, but you do not need to have a PayPal account to complete your purchase. PayPal ensures the privacy of your credit/debit card information during checkout.

Orders are shipped via USPS and are sent 2-5 days after being placed. USPS takes about 1-5 business days to deliver packages based on how far you live from NJ. For international packages you can expect it to arrive in about 2 weeks or so from the time it’s sent to USPS. Every country has different customs laws and so packages can unexpectedly be delayed based on that. Please find out if your country will charge you custom charges, as we are not responsible.

Returns & Exchanges

If you are not pleased with your item(s) you must contact The Souq within 3 days of receiving your package for a return request. The shipping fee is on the customer to send the items back. Refunds are only for items returned the way they were sent out. The Souq will not issue refunds for already opened snacks, hijabs that have clearly been worn, or a card already written in! Sorry! If there is something wrong with your scarf (defect or damage, we sincerely apologize for that!) Unfortunately we are not able to check all products in their packaging before sending them out and some bad ones do slip through. If something is wrong please email us a photo and we will work on issuing a refund or sending a replacement inshaAllah. Please try not to email us for a return passed the set number of days aforementioned. Refunds take about 2-5 days for PayPal/your bank to process.

Please make sure when ordering you read the product description and note everyone’s computer displays the images’ colors slightly differently. We cannot cover return shipping charges for items ordered and thought to be something else (size or color-wise).

NO RETURNS on clearance/flash sale items, all snacks, or any jewelry.

If you intend on returning an item, please email The Souq FIRST before mailing it out. Please include the following information in your email and we will then proceed with the return, inshaAllah –

NAME
ADDRESS
ORDER DATE
ITEM(S) BEING RETURNED
REASON

Policies & Frequently Asked Questions

I live in NJ, can I pick up my order or see The Souq's collection in person?

Yes, just select pick up during checkout. Please email us to arrange a pick up day and time. As for seeing our collection we host live shopping events in Teaneck a few times a year. If you sign up for our mailing list and follow us on Facebook you’ll receive updates and information about those events. Whenever we do not have an event we do accommodate private appointments for shopping usually on Fridays or Saturdays. Again, please email us to arrange for that. Items will be held for about 2 weeks if no contact is made, then the purchase will be canceled and refunded,

What does it mean when we order during one of your live sale event weekends?
We host several live sale events in NJ throughout the year and during those events our stock online may not be up to date. We do not turn our ordering system off during these events due to customers’ requests. However, please understand that when ordering during this time it’s possible some items from your purchase may be out of stock and we did not get to remove it from the website before you completed checkout. In that case you will be contacted by us to find a replacement item or for a refund to be issued. Sale events only last 1 to 2 days and our stock is usually back up to date soon after. We try to provide up to date details on that on our homepage.
Do you accept wholesale orders?

Yes, on certain products. Please email us at info@shopthesouq.com with the details of your desired order (products and quantities). Note that wholesale orders cannot be canceled once paid for as we set aside a lot of time and merchandise to accommodate your order.

I really want to place an order but I don’t think you ship to my country =(

No problem, send us an email and we can arrange for shipment to your country and discuss the details via email.

How soon do you answer customer inquiries?

We try to respond to emails between 24-48 hours, on a rare occasion it may take an extra day, but not often.