Return & Refund Policy
RETURNS + REFUND
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①
Contact us
Contact our Customer Service Center via Email to start your return.
②
Submit a return order
indicating the item(s) you would like to return and the reason. Once receiving your request, we’ll be in touch and provide return instructions and refund options
③
RMA
After getting the Return Authorization required,you need to ship the item(s) to the return address provided, and then share the shipment tracking information with us.
④
Received a return
We receive your return product and process your return order
⑤
Your refund
Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.
RETURN POLICY
At Souqfone, our customer's experience and satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed.However,you do need to check your size carefully and accurately before buying.
Remember to take extra care to pack your return package properly so they don't get damaged on the way.
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.
Please note that we don't accept returns after the 30 day timeframe. If an item is sent back after the 30 day window, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
Our swimsuit comes with a removeable hygiene liner to ensure your safety,so return items cannot be accepted if the liner is removed. Please kindly try on your Souqfone items over your underwear without removing the hygiene liner.
Note:
-To ensure a successful return, please return using a standard shipping service that provides tracking.
-Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reasons, please contact our Customer Service Center first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.
What items can't be returned?
-If you buy a swimsuit or bikini bottom & remove the hygienic liner or tags, we will no longer be able to accept the return.
-Due to the big discount,Clearance items/Sale items/Items purchased with coupons also can't be returned or exchanged.
-Products not purchased on Souqfone can't be returned.
-Used products or buyer damaged items can't be returned.
RETURN FAQ
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.
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.
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.
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.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.
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.
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.
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.
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.
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