FAQs

You can log in or sign up using your phone number by clicking "Login" button. Click on "Send Code" to receive an OTP via SMS. Enter the code and click on "Verify" to complete the process.

Yes, you can log in from multiple devices.

If you are facing issues receiving the OTP or verification code, you can sign up using your email or contact our customer support team at care@mysouq.com.

For any comments, suggestions, complaint or after sales customer support, please write to mysouq at care@mysouq.com.

Follow these steps to resolve the issue:

• Go to Settings.
• Open Apps Management.
• Find Mysouq and open it.
• Go to Storage and clear cache.
• Restart the app

Yes, all products are genuine, unless mentioned clearly on the product description by the vendor.

Multiple sellers operate on Mysouq, which means the same product may be available at different prices. You can choose based on product quality and customer reviews.

Delivery charges vary based on package weight, volume, and destination.

The estimated delivery time varies with the product's country of origination. Products from China may take up to 10 working days, while products from Pakistan may take up to 9 working days. Products originating from Saudi Arabia may take up to 3 working days.

Currently, we do not offer international shipping. We only deliver within Saudi Arabia .

Currently, we offer advance payment via Credit/Debit cards ,while Cash on deliver (COD) is available only for selected products originated within Saudi Arabia.

• Log in using your phone number or email
• Browse and search the product including variations, if applicable
• Click on "Add to Cart"
• Go to the Cart Page
• Click "Proceed to Checkout"
• Add your address by clicking "Add New Address".
• Click "Continue to Shipping".
• Select a payment method and click "Checkout".

If you encounter technical issues while using the Mysouq website or app, please reach out to our support team at care@mysouq.com with a description of the issue and screenshots (if possible).

• To add an item: Click on "Add to Cart"
• To remove an item: Click on the Cart icon → Click on the (X) Remove button

You will receive an order confirmation message once you complete the checkout process.

You can check your order status by tracking your order ID as appearing in your profile.

Since different sellers fulfill different products, your items may arrive separately. Rest assured, you will receive all your items as per your order.

We aim to ensure customer satisfaction. If you are not happy with a product, you can return it within 14 days of receiving it subject to the Returns and Refund policy.

You can cancel your order before it has been shipped.

• If an order is canceled before it is shipped, a full refund will be issued to the customer.
• If an order is canceled after it is shipped, amount paid by the customer minus shipping fee will be refunded.

We currently deliver across all major cities and regions in Saudi Arabia. However, delivery times may vary for remote areas.

Once an order is confirmed, the delivery address cannot be changed. If you need to make changes, please contact customer support at care@mysouq.com as soon as possible.

Currently, we do not offer scheduled delivery slots. However, our logistics team and partners will contact you before delivery to avoid any inconvenience.

Our delivery team will attempt delivery thrice.If you miss all attempts, the package will be returned, and additional shipping charges may apply for re-delivery.

Once your order is shipped, you will receive a tracking link via SMS/email. You can also track your order by contacting customer support care@mysouq.com

If your package is delayed beyond the estimated delivery time, please contact our support team. If a package is lost, we will initiate an investigation and provide a resolution within 7 business days.Any amount paid by the customer shall be refunded for any lost order.

Yes! We offer exclusive discounts during the year. Keep an eye on our website and social media channels for updates.

Warranty and repair policies depend on the seller and product category. You can check the product page for specific warranty details or contact customer support for assistance.

At the moment, we do not provide gift wrapping services. However, certain sellers may offer special packaging for select products.

Yes, a digital invoice will be sent to your registered email once your order is confirmed. You can also download the invoice from your Mysouq account.

All prices displayed on the website are inclusive of VAT and any applicable taxes. Incase, any taxes or charges paid to the logistic company, the same shall be paid back to the customer in their wallet.

You can update your personal information, such as phone number, email, and address, by logging into your Mysouq account and navigating to Account Settings.

If you suspect a product is counterfeit, please report it immediately to our customer support team by writing to care@mysouq.com. We take strict action against sellers who violate our authenticity policies and the amount paid by the customer shall be refunded back to the customer for such counterfeit products.

We are working on a loyalty program that will allow customers to earn points on purchases and redeem them for discounts. More details will be announced soon!