FAQ

How does the ordering process work?

By confirming your order on the Souk Universe website, you agree to our Terms and Conditions. The contract begins as soon as you receive your confirmation email.

What are the payment methods?

Credit card, PayPal and other options depending on your order. Secure payments, encrypted data.

What are the delivery times and costs?

Average delivery time: 7–15 business days. Fees and options are displayed at checkout.

Can I return an item?

You have 14 days after receipt to return your order, without giving a reason. Products must be unused and in their original packaging. We also offer a voluntary return option, in addition to your legal rights.

How does the refund process work?

Automatic refund via your original payment method.

How do I contact customer service?

We guarantee a response within 24–48 hours via email. Also, please consult our FAQ.

What are my legal rights?

The legal guarantee of conformity still applies.

What happens if an item is unavailable?

If a product (including partner products) is unavailable, you will be notified and refunded.

Can I report a problem?

Yes, you can report illegal or non-compliant content or products. We'll review and respond. Abuse may result in suspension.

What happens in case of a dispute?

You can contact a consumer mediator (e.g., FEVAD). We advise contacting customer service first.

Who owns the products before payment?

The products remain the property of the souk universe until payment is complete.

Are the terms and conditions changing?

Yes, they can be modified. By continuing to use the site, you accept the new versions.