Frequently Asked Questions

📦 Shipping & Delivery

Which countries do you ship to?

We deliver to:
🇦🇪 UAE - All Emirates
🇵🇰 Pakistan - Major cities and nationwide delivery

What are the shipping charges?

UAE:
✅ FREE shipping on orders above AED 199
📦 AED 20 flat rate for orders below AED 199

Pakistan:
✅ FREE shipping on orders above PKR 1,999
📦 PKR 200 flat rate for orders below PKR 1,999

How long does delivery take?

UAE: 2-5 business days (Express next-day delivery available in major cities)

Pakistan: 3-7 business days depending on your city. Major cities like Karachi, Lahore, and Islamabad receive faster delivery.

Do you deliver to all cities in Pakistan?

Yes! We deliver nationwide across Pakistan including major cities (Karachi, Lahore, Islamabad, Rawalpindi, Faisalabad, Multan, Peshawar, Quetta) and remote areas. Delivery time may vary for remote locations.

How can I track my order?

Once your order is shipped, you'll receive a tracking number via email and SMS. You can track your package using this number on our website or the courier's website.

What if I'm not available to receive my order?

Our courier partners will attempt delivery 2-3 times. If you're unavailable, they'll leave a notification with instructions for rescheduling or pickup.

💳 Payment & Pricing

What payment methods do you accept?

UAE: All major credit/debit cards (Visa, Mastercard, Amex), Apple Pay, and Cash on Delivery

Pakistan: Cash on Delivery

Is Cash on Delivery available?

Yes! COD is available for both UAE and Pakistan orders.

Are prices inclusive of taxes?

UAE: Yes, all prices include 5% VAT
Pakistan: Prices are inclusive of applicable taxes

Which currency will I be charged in?

You'll be charged in your local currency - AED for UAE customers and PKR for Pakistan customers. Our website automatically detects your location and displays prices accordingly.

Do you offer discounts or promotions?

Yes! Subscribe to our newsletter and follow us on social media to stay updated on exclusive offers, seasonal sales, and discount codes for both UAE and Pakistan.

Can I use multiple discount codes on one order?

Only one discount code can be applied per order unless otherwise specified in the promotion terms.

🔄 Returns & Exchanges

What is your return policy?

We offer a 14-day return policy from the date of delivery for both UAE and Pakistan. Products must be unused, in original packaging, and in resalable condition.

How do I initiate a return?

Contact our customer service team via email or WhatsApp with your order number and reason for return. We'll guide you through the process.

Are there any items that cannot be returned?

For hygiene reasons, personal care devices, beauty tools, and opened skincare products cannot be returned unless defective.

How long does it take to process a refund?

Refunds are processed within 7-10 business days after we receive and inspect the returned item. The amount will be credited to your original payment method.

Do you offer exchanges?

Yes, we offer exchanges for different sizes, colors, or models subject to availability. Contact us to arrange an exchange.

Who pays for return shipping?

If the return is due to a defect or our error, we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs.

🛍️ Products & Orders

Are your products authentic?

Absolutely! We source all our wellness and lifestyle products from authorized distributors and verified suppliers to ensure 100% authenticity.

Do your products come with a warranty?

Yes, most of our electronic devices and massagers come with a manufacturer's warranty ranging from 6 months to 2 years. Warranty details are mentioned on each product page.

Can I cancel or modify my order?

You can cancel or modify your order within 2 hours of placing it. After that, the order enters processing and cannot be changed. Contact us immediately if you need to make changes.

What if I receive a damaged or defective product?

We're sorry if that happens! Contact us within 48 hours of delivery with photos of the damage. We'll arrange a replacement or full refund immediately.

Do you restock out-of-stock items?

Yes! You can sign up for restock notifications on the product page, and we'll email you when the item is back in stock.

Can I pre-order upcoming products?

Pre-orders are available for select products. Check the product page for pre-order availability and estimated delivery dates.

🔌 Product Usage & Care

How do I use my massager/beauty device?

Each product comes with a detailed user manual. You can also find video tutorials on our website and social media channels.

Are your devices suitable for all skin types?

Most of our beauty devices are designed for all skin types, but we recommend checking the product description and consulting with a dermatologist if you have sensitive skin or specific conditions.

What voltage do your electronic products use?

UAE: 220-240V compatible
Pakistan: 220V compatible
Most of our products work in both countries. Check product specifications for details.

How do I clean and maintain my device?

Cleaning instructions are provided in the user manual. Generally, wipe devices with a soft, damp cloth and avoid submerging in water unless specified as waterproof.

🌍 International Customers

Can customers from other countries order?

Currently, we serve UAE and Pakistan. We're working on expanding to other GCC countries and regions soon. Stay tuned!

Do you charge customs or import duties?

For UAE and Pakistan domestic orders, there are no additional customs charges. All prices are final.

🏪 About SouqFinds

Who is SouqFinds?

SouqFinds is your premium destination for wellness and lifestyle products serving customers in UAE and Pakistan. We curate the best massagers, personal care devices, beauty tools, and lifestyle gadgets to enhance your well-being.

Where is your store located?

We are an online-first store serving customers across the UAE and Pakistan. Our customer service teams are available to assist you via email, phone, and WhatsApp.

How can I contact customer service?

UAE Customers:
📧 Email: support@souqfinds.com
⏰ Saturday - Thursday: 9 AM - 6 PM GST

Pakistan Customers:
📧 Email: support@souqfinds.com
⏰ Monday - Saturday: 10 AM - 7 PM PKT

Do you have a physical showroom?

Currently, we operate exclusively online to offer you the best prices and convenience. However, we're exploring showroom options for the future.

🔐 Privacy & Security

Is my personal information secure?

Yes! We use industry-standard SSL encryption to protect your personal and payment information. We never share your data with third parties without your consent.

How do you use my data?

We use your information only to process orders, improve our services, and send you updates (if you've subscribed). Read our Privacy Policy for complete details.

Can I unsubscribe from marketing emails?

Yes, you can unsubscribe anytime by clicking the unsubscribe link at the bottom of our emails or by contacting customer service.

💬 Still Have Questions?

If you couldn't find the answer you're looking for, please don't hesitate to contact our customer service team. We're here to help!

Contact us:
📧 Email: support@souqfinds.com
📱 WhatsApp: Available for UAE and Pakistan
⏰ We're available 6 days a week to assist you