Shipping Policy

Last Updated: September 18, 2026

Thank you for shopping with Souq Al Arab. We are committed to providing a smooth, reliable, and convenient delivery experience across the Kingdom of Saudi Arabia.

This Shipping Policy explains how we process, ship, and deliver your orders.

1. Shipping Coverage

We currently offer delivery across the Kingdom of Saudi Arabia, including major cities and selected remote areas.

Delivery availability may depend on the customer's location and the courier service coverage.

2. Order Processing Time

• Orders are typically processed within 1–3 business days after successful order placement and confirmation.

• Orders placed during weekends, public holidays, or promotional periods may require additional processing time.

• You will receive an order confirmation after your order has been successfully placed.

• Orders may be verified by our customer support team before dispatch.

3. Delivery Time

Estimated delivery time within Saudi Arabia is:

3–7 business days after order processing and dispatch.

Please note that delivery times are estimates and may vary depending on:

• Customer's city and location.

• Courier availability.

• Weather conditions.

• Public holidays and peak shopping seasons.

• Unexpected logistics or operational delays.

Remote areas may require additional delivery time.

4. Shipping Fees

Shipping charges, if applicable, will be displayed at checkout before you complete your purchase.

Any free shipping offer will be subject to the terms and conditions of the relevant promotion.

We reserve the right to update shipping charges when necessary. Any applicable charges will be shown before order confirmation.

5. Order Tracking

Once your order has been dispatched, you may receive a shipping confirmation containing tracking information, where available.

You can use the tracking details to follow your shipment's progress.

If tracking information is not immediately available, please allow some time for the courier to update its system.

For assistance, contact our customer support team.

6. Cash on Delivery (COD)

If Cash on Delivery is available for your order, payment will be collected by the courier upon delivery.

Please ensure that:

• Your delivery address and phone number are correct.

• Someone is available to receive the order.

• You are prepared to pay the confirmed order amount upon delivery.

COD availability may vary depending on location, product, and courier service.

7. Delivery Address

Customers are responsible for providing accurate and complete delivery information, including:

• Full name.

• Mobile phone number.

• City.

• District.

• Street address.

• Building or house number.

• Any additional delivery instructions.

Souq Al Arab is not responsible for delays or failed deliveries caused by incorrect or incomplete customer information.

If you need to update your address, please contact us as soon as possible after placing your order. We cannot guarantee that changes can be made once an order has been dispatched.

8. Failed Delivery Attempts

If the courier cannot deliver your order because the customer is unavailable, unreachable, or has provided an incorrect address, the courier may attempt to contact you or arrange another delivery attempt.

Additional delivery charges may apply where permitted and where clearly communicated.

If an order is returned to us because of a failed delivery, please contact our customer support team for assistance.

9. Delayed or Lost Shipments

While we work with delivery partners to ensure timely delivery, unexpected delays may occur.

If your order is delayed beyond the estimated delivery period, please contact us so we can investigate with the courier.

In the event of a confirmed lost shipment, we will work with the relevant delivery partner to resolve the issue and provide an appropriate solution in accordance with applicable consumer rights.

10. Damaged or Incorrect Orders

Please inspect your package when you receive it.

If your order arrives damaged, defective, or contains an incorrect product:

1. Contact our customer support team as soon as possible.

2. Provide your order number.

3. Share clear photos or videos of the package and product, if requested.

4. Follow the instructions provided by our support team.

We will review the issue and arrange an appropriate solution in accordance with our Return & Refund Policy and applicable Saudi Arabian consumer protection requirements.

11. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Cancellation requests may be accepted before dispatch, subject to order status and applicable law.

Once an order has been dispatched, cancellation may not be possible. Please contact customer support for assistance.

12. Returns and Refunds

Returns and refunds are handled according to our separate Return & Refund Policy.

Please review that policy for information about:

• Eligible returns.

• Damaged or defective products.

• Refund processing.

• Exchange requests.

• Return shipping arrangements.

Nothing in this Shipping Policy limits any consumer rights available under applicable Saudi Arabian laws and regulations.

13. Contact Us

If you have any questions about your order or delivery, please contact us.

Store Name: Souq Al Arab

Email: [Your Customer Support Email]

WhatsApp: [Your WhatsApp Number]

Customer Support Hours: [Your Support Hours]

We are happy to assist you with your shipping and delivery inquiries.

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Thank you for choosing Souq Al Arab.

We appreciate your trust and look forward to serving you.