- New Arrivals
We inspect all products sent before shipping to ensure the highest possible standards. In the unlikely event that you are not satisfied with your purchase please read our policies below and contact us immediately at firstname.lastname@example.org.
My Online Souk has an exchanges only policy. On receipt of your email we will approve your request and issue you a returns form to fill and provide you with the returns address. We kindly urge you to look through our size guides if you are unsure on the sizing or contact us on email@example.com for further assistance.
Four day cooling period
You have four days on receipt of your goods to contact us if for any reason you are dissatisfied with your purchase or if there is any flaw or damage on the product.
N.B. When trying on items of clothing, please do not use unnecessary force and ensure you are not wearing perfume, make-up, deodorant etc. which may leave a scent or mark on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.
Send us an email at firstname.lastname@example.org stating the Invoice Number and product(s) in question to be returned. Upon receipt of your email we will approve of the return if applicable and we will send you a Returns Form to complete which you should include with the product(s) you will be returning.
Shipping of returns
Goods must be returned back to us within 14 days. Kindly choose a method of delivery that allows you to track the goods you are returning with door-to-door delivery e.g. P.O. Box delivery is excluded. The cost and safety of the goods are your responsibility until it reaches us. My Online Souk cannot be responsible for goods lost or damaged in transit. Please note delivery /shipping /postage costs will be covered by yourself, the buyer, unless a mistake was made on our side in terms of incorrect delivery or manufacturing flaw.
Goods that cannot be exchanged
My Online Souk cannot exchange goods that have been returned with damage caused by the customer; from personal use/wear, not adhering to washing and care instructions or insufficient packaging when returning the item(s).
Scarves, Under Caps, Ninjas & Swimming Caps
No refunds/exchanges are possible on opened scarves, under-caps, ninja’s, swim-caps in the interest of hygiene.
Sale, Promotional and Bespoke items
Any sale, special offer and bespoke items cannot be refunded/exchanged. Please ensure you have carefully read all product descriptions, fabric/material descriptions’ and measurements to help you make an informed decision before placing your order. For additional product information please contact us on email@example.com.
Goods that can be exchanged
We accept an exchange for items that are unused, in perfect resalable condition with all tags attached and original packaging included (mailing bag, gift box, accessory bag etc.)
WE RESERVE THE RIGHT TO REFUSE A REFUND IF THE PROCEDURES OUTLINED IN THIS POLICY ARE NOT MET.
If you have any questions or concerns then please do not hesitate to contact us at firstname.lastname@example.org.
All requests for an exchange will be subject to availability of the product(s). Alternatively, we can issue you a credit note to the value of the product(s) being exchanged. Please note on International returns we offer a credit note that you can redeem on your next purchase.
Time taken to process
Once received, a return may take up to 5 working days to be processed or more during busy and sale periods. You will receive an email notification once the return has been processed (please check your Spam/Junk folder for the email).
If you have not heard from our returns team within 10 working days of your parcel being delivered, please immediately contact email@example.com.