Refund policy
Returns & Refunds Policy — Souqela
Thank you for shopping at Souqela. We want you to love what you ordered, and we will always make things right when an item arrives damaged, defective, or different from what you ordered.
Our products come from different production partners, so the return rules depend on the type of product you bought. There are two types:
- Ready-to-ship items — most of our catalog.
- Made-to-order items — our Souqela Originals, which are printed or embroidered especially for you after you order.
The product page and your order confirmation show which type each item is. If an order contains both types, each item follows the rules for its type.
1. Ready-to-ship items
Return window: You may start a return within 7 days of the delivery date of your order. Requests started after 7 days cannot be accepted.
US orders only: Returns are accepted only for orders delivered to an address within the United States.
Eligible returns (change of mind): If you changed your mind, you may return an eligible item as long as: you contact us within the 7-day window, before sending anything back; and the item is unused, unworn, unwashed, and in its original condition with tags attached. For change-of-mind returns, you pay the cost of return shipping. Once we receive and inspect the item, we will refund you to your original payment method. Your bank may take several business days to post the refund.
Damaged, defective, or wrong items — always covered: If your item arrives damaged or defective, or we sent you the wrong item, contact us within 7 days of delivery and send us a clear photo of the problem. We will fix it with a replacement or a refund, and we cover all costs — you will never pay return shipping for our mistake. This coverage applies to every item, including the final-sale categories below.
Final-sale categories: The following categories are final sale and cannot be returned for change of mind. They are still fully covered if they arrive damaged, defective, or if you received the wrong item: Beauty products; Bodysuits; Face masks; Intimates and lingerie; Jewelry; Swimwear.
How to start a return: (1) Contact us first at zenmateiraq@gmail.com with your order number and the reason for the return. Do not send items back before contacting us — returns sent without prior contact may not be accepted. (2) We will reply with the return address and instructions. (3) Pack the item securely and ship it using a trackable service. (4) When the item arrives and passes inspection, we process your refund to your original payment method.
2. Made-to-order items (Souqela Originals)
Every made-to-order item is produced especially for you after you place your order. Because of this, we cannot accept returns or exchanges for change of mind, or because you ordered the wrong size or color. Please check the size chart on the product page carefully before ordering.
Damaged, defective, or misprinted items — always covered: If your made-to-order item arrives damaged or defective, or the design was printed incorrectly (wrong placement, wrong colors, or the wrong item), we will make it right with a free replacement or a refund: contact us within 30 days of the delivery date and attach a clear photo of the issue. In most cases you will not need to send the item back.
Lost packages: If your package never arrives, contact us within 30 days of the estimated delivery date shown in your shipping confirmation, and we will resolve it with a replacement or a refund.
Wrong address: If you entered an incorrect or incomplete shipping address, we can arrange a reshipment once the package comes back, but reshipping costs will apply.
General notes: Refunds are always issued to the original payment method used for the order. Nothing in this policy limits any rights you may have under applicable consumer protection law. Questions? Contact us at zenmateiraq@gmail.com and include your order number.
This policy was last updated on October 15, 2026.