When you place an order, your order will start processing. Once order is placed, you can no longer change the size/quantity/color/ or add other item/s or change the mode of payment but you can request to remove the item or cancel your order to place a whole new one. To change prior to shipment, you must contact customer service.

Please note that most orders process quickly and can enter the shipping process within 24 hours. If your order has already entered the shipping process, it cannot be changed or cancelled.

If you wish to cancel your order, please send an email to sales@wowsouq.com with your order ID and reason for cancellation. Please note that cancellation should be requested within 24 hours after placing an order or before it gets handed to the shipper.

Occasionally, orders or parts of an order are cancelled by our system for various reasons such as below:

• Item(s) not available
• Difficulty in processing your payment information
• Cannot ship to address provided
• Duplicate order was placed
• Cancelled due to customer’s request
• Damaged or faulty items
• Incomplete shipping details provided (address/mobile number)

• Your item must be unused and in the same condition that you received it.

• The item must be in the original packaging.

• Regular and sale items can be refunded.

• Store Return:

You can return the item/s to WOW SOUQ store in YIWU Traders Market – Jebel Ali request for the amount to be added to your wallet. The wallet amount is valid until 3 months from the date it is added to your account. Kindly bring the complete packaging of the item with the invoice upon returning to the store.

• Online Return:

You may request for a refund/exchange for items purchased online for FREE from your account,just go to DASHBOARD > ORDERS > Select Order ID of the item to be returned.

For GUEST CHECKOUT, you may request from this link GUEST CHECKOUT REFUND/EXCHANGE REQUEST FORM“ 

Product/s that was ordered online from the Special Deals section can’t be returned.

Question: If I refuse the whole shipment paid by card, will I get a refund including the shipping charge?

Answer: We will only refund the total amount of the returned items excluding the shipping fee

Question: Can I return an item to the same courier who delivered my shipment the same time?

Answer: The couriers who deliver your shipment will unfortunately not be able to accept your returns. We have a policy of the next day pick up schedule for return via courier. Just let us know through any one of our customer service channels and we will arrange for the pick-up. Don’t worry our couriers will reach you the very next day without any delays.

Exchanges (ONLINE)

• For the online exchange and return, we will arrange a pickup via courier. Please note that there are NO pickup charges.
• For Local Exchange, we have the option to do an exchange simultaneously via our partner courier.

Exchanges (STORE)

• For store exchange, you may visit our store located at YIWU TRADERS MARKET, JEBEL ALI
  DUBAI, UAE

Which items are non- returnable?

• No return is accepted on cosmetics such as make up, lipsticks, lotions etc.
• Perfumes will not be accepted if the nylon packaging is torn or opened.
• Lingerie, undergarments, swimwear & socks cannot be returned due to hygiene reasons

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you received a damaged or incorrect item, simply get in touch with our Customer Care service within 24-48 hours upon receiving the order. Kindly send us an email to sales@wowsouq.com and attached photo of the damaged / defective item.

Or you may simply place an exchange or refund request to your DASHBOARD > ORDERS > Select which Order ID you need to return/exchange

You may contact our customer service hotline at +971 55 180 0678  (MON – SAT FROM 10 AM TO 8 PM), or send us a message via WhatsApp. After reviewing the email you sent, our customer service team will contact you for assistance.

• If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

• If you have done all of this and you still have not received your refund yet, please contact us at (support@wowsouq.com or call us at +971 55 180 0678)

• • We will book a return pickup collection next day on your address for free as soon as we receive the return request.
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  • Partial Refund doesn’t include shipping fee

  • Full Refund includes shipping fee

  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

  • Please see, we cannot guarantee that we will receive your returned item right away.