How orders placed on Souq are delivered by independent sellers.
Last updated: 17.09.2026
Souq is a marketplace, not a fulfilment centre. We do not store, pack or ship goods. Each item is sold and sent by an independent seller directly to the buyer, or collected by the buyer from the seller.
Delivery: The seller sends the order to the address and phone number the buyer gives at checkout, using their own means or a courier of their choice.
Pickup: Where offered, the buyer collects the order from the seller at an agreed place and time.
Any delivery fee is set by the seller and shown before the buyer pays.
Sellers must dispatch or make orders ready for pickup within 3 business days of payment, unless the listing states otherwise.
Sellers update the order in the app as it moves from processing to shipped to delivered, and buyers are notified at each step.
Buyers and sellers can message each other about an order inside the app.
Once an order arrives, the buyer confirms delivery in the app.
Payment is released to the seller only after delivery is confirmed and no dispute is open.
If an order has not arrived within 7 days of payment, or arrives damaged, the buyer should contact the seller through the app and report it to us.
If the seller cannot fix the problem, the buyer is refunded under our Returns & Refunds Policy.
Questions about an order? Email support@souqhr.com.