FAQ's

Frequently Asked Questions (FAQ)

General

What is SouqCamel?

SouqCamel is a family-run online store based in Dubai, offering a wide range of watches and accessories designed to solve everyday problems while remaining stylish and affordable.




Where do you ship?

We ship across the United Arab Emirates and the Kingdom of Saudi Arabia, ensuring our products reach even remote areas.

How can I contact customer support?

You can reach us via email at souqcamelofficial@gmail.com or through WhatsApp during our support hours: Monday to Saturday, 07:00 AM – 07:00 PM.

Do you offer any discounts or promotions?

Yes! We regularly offer special deals and promotions. Keep an eye on our website and social media channels to stay updated.

Can I order as a guest without creating an account?

Yes, we allow guest checkout. However, creating an account helps track your orders and makes future purchases faster.

Shipping & Delivery

How long does it take to process my order?

All orders are processed within 1 to 2 business days.





How long will delivery take?

Delivery typically takes 5 to 7 business days depending on your location and courier availability.

Which courier partners do you use?

We partner with Samsa and Express for fast and reliable delivery across UAE and KSA.



Do you provide tracking information?

Yes, once your order is shipped, you will receive tracking details via email and WhatsApp.

Do you offer free shipping?

Yes! Free shipping is available on orders above AED 100.

Payment

What payment methods do you accept?

We accept UPI, credit/debit cards, and Cash on Delivery (COD).






Is Cash on Delivery available?

Yes, COD is available with an additional verification step, and charges may apply.



Are online payments secure?

Absolutely. We use trusted payment gateways to ensure your transaction is safe, encrypted, and secure.





Can I pay in installments?

Currently, we do not offer installment options. Full payment is required at checkout.



How will I know if my payment was successful?

You will receive a confirmation email or WhatsApp message once your payment is processed successfully.

Returns & Refunds

How many days do I have to request a return or refund?

You can request a return or refund within 7 days of receiving your product.








Are there any items that cannot be returned?

Yes, personal care items are non-returnable and non-refundable for hygiene reasons.

How long does it take to process a refund?

Refunds are processed to the original payment source within 8 to 15 business days. Customers are responsible for AED 50 return shipping.