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FAQs

 

FAQS

1.1. How do I register?

We recommend that you use your email address as your username, this makes it much easier to remember. Please make sure that your password is at least 6 characters in length. You can easily create your own SouqFone profile by clicking here to register.

1.2. I cannot login to my account.

Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. Please make sure that your web browser accepts cookies. It might be a problem caused by SouqFone system maintenance; please wait 15 minutes and try again. If you are still not able to access your account, please contact our Customer Service and outline the problem.

1.3. I forgot my password, how do I reset it?

If you forgot your password, just click the "Forgot password" link on sign in Page. You'll be required to enter your email to receive password reset instructions. For further assistance, please click Contact Us.

2.PAYMENT ISSUES

2.1.Which payment methods do you accept?

We accept the following forms of secure payment:

(1) PayPal

(2) Credit card via Paypal

(3) VISA Card

(4) MASTER Card

(5) AMERICAN EXPRESS

(6) DISCOVER

2.2.What should I do if there is a payment error?

If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

2.3.Will I be charged International bank fee or transaction fee when ordering?

Depending on where you are ordering from, you may incur an 2-3% international transaction fee by your bank. This charge comes directly from your bank and is outside of our control.

2.4.Will I have to pay any sales tax?

Customs taxes vary by country and will be charged depending on the local customs policies. If you need pay a customs fee, please contact our Customer Service Team for more help.

2.5.Are my details safe when ordering online with SouqFone?

SouqFone takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

3.ORDER RELATED

3.1.How do I place my order?

Ordering online from www.souqfone.com is easy! When viewing an item, simply select the size, color and quantity needed and then click “Buy Now” Or you click "Add To Cart” to purchase later. You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes that you may want to use to discount the price. Finally, you will be directed to complete the Shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order!

3.2.Can I cancel or change my order?

Yes, you can cancel or change your order BEFORE it is shipped. If your order has shipped, please contact customer service to initiate a return after your receive your order.

3.3. How can I find my order information?

You can log into your account on our website to view your order history. You can also review order information in the confirmation email that was sent to you at the time of purchase.

3.4.Where can I get any coupons or promo codes from?

You can sign up our store because a new user will have coupon or go to the "Sale” Page to get coupons, or exchange your points.

3.5. What should I do if my coupon isn't working?

If your coupon isn't working, please feel free to contact our Customer Care Team for more assistance.

Notes:

- Only one coupon or coupon code can be used per order.

- Every coupon has a deadline or a limited amount.

- Some codes will only work for designated target.

4.SHIPPING & DELIVERY

4.1.Can you ship products to all over the world?

We only can ship the item to United States, Canada, England, Australia, Germany, France and Italy at present.

4.2. How long does shipping take?

Once your order is placed, it will leave our warehouse within 1 business day (Monday-Friday, excluding public holidays) in general.

4.3. How much is the shipping cost?

Generally speaking, the total shipping cost will depend on the shipment method you choose (Standard shipping or Expedited Shipping), the country that the package ships to, and the number of items you order, as well as the total weight and volume (size) of the package.

We suggest you log in to your account, add the items to your cart and then view the shipping fee which will be automatically calculated and displayed.

4.4. If my order is delayed, what should I do?

If you didn’t receive your package within the time of the shipping method you selected, please feel free to contact our Customer Service Team. We'll be more than happy to help!

4.5. How can I track my order?

As soon as we are ready to ship your order, we will send you an email with the corresponding tracking information. You can check the shipping information on corresponding shipping carrier official website or go to “My Orders” page to check shipping information. Please allow up to 24 hours for tracking information to activate.

5.RETURN & REFUND

5.1.Can I still return items if I lost my receipt/invoice? Does my email confirmation count as an invoice?

Yes! Your email confirmation or order history details can serve as your invoice.

5.2.What if I received the damaged or wrong items?

If your items were damaged or wrong when you received them, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:

1) Your order number

2) Product name or SKU number(you could find this in your confirmation email)

3) Describe the damage/defects and provide clear pictures or videos of the problems.

5.3.What happens if I take the tags off or wash the item? Can I still start a return?

We gladly accept unworn, unwashed items in new condition with Intact packaging, SouqFone tags and hygiene liners still attached within 30 days of their delivery date.

If you buy a swimsuit or bikini bottom,and then remove the hygienic liner or tags, we will no longer be able to accept the return.

5.4.When will I receive my refund?

If it’s an online order and you’re shipping it back to us, please allow for 1-3 weeks for us to receive your items. Once it’s received, you’ll get an email that your refund is being processed. Once the refund is issued, it will take about 4-10 business days to be completed according to the individual payment provider.

Cash Coupon:Instant

PayPal:3-5 business day

Credit Card:Within 10 Business Days

Note: All original shipping charges are non-refundable.

5.5.Where should I send my returns?

Once you submit your request for return, we will send the return address to you. Please ONLY ship it to the return address we provide and not to the address on your original package or your return will not be received.

5.6.How do I exchange an item?

Please understand that we do not accept exchange without prior exchange authorization.

Step One: Please contact us via live chat or email to request an exchange. We'll send you exchange instructions within 24 hours.

Step Two: You will receive refund options when we reply to your request.

Step Three: The next steps are same as the returns.

Note:  Return shipping fee must be paid by yourself.

5.7.Do you provide a free return service?

We are unable to offer a free returns service currently, so return shipping fee must be paid by yourself. To ensure a successful return, please return via a traceable carrier.

5.8. What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:

1) Some orders may arrive in separate packages due to some reasons. You can check your confirmation email to see whether your order will arrive in multiple packages.

2) If you have not received items within the expected delivery date, please contact our Customer Service Team so we can look into this for you as quickly as possible.

5.9.What should I do If I suspect fraudulent activity?

If SouqFone contacts you about a return we will not recite order or personal information to you in advance to prove we know who you are.  We may ask you to confirm information regarding your order or personal information to verify your identity.

SouqFone will NEVER  ask you to install any software on your device to receive a refund or complete a return.

SouqFone will NEVER ask you for your bank account information, but may ask you to confirm certain payment card.