Return and Refund Policy



What if I received a defective item?

Sorry about this inconvenience, would you please contact us for more help?

Please provide us with images of the issued items as well as the package picture, so that our agent can help you better. Please contact SOUQSQUARE Customer Service within 30 days of purchase. We will not process any complaints beyond this period.

What if I received an item not as described?

Thanks for ordering from our site. We do apologize that our items do not live up to your expectation.

Would you please connect with us with images of the issued item for this issue?

Then our agent can give you the best solution to meet your satisfaction.

Hope this will help you.

How long does it take for the refund to be processed?

The refund time depends on the refund method you selected.

  1. If you choose SOUQSQUARE wallet, it will take 24 hours to be shown.
  2. If you choose original payment method, it will take 2-14 days to be shown, that depends on the bank.

Can I exchange the item I received for a different size?

Yes, we can accept exchange for most items, you may please pay attention to our Return policy first, then you can contact us to get in touch with customer service for which items you want to return.

Note: Item ID or Item SKU is needed. So that our agent can process your return request and offer the return address for you.

Please follow the return guidelines to complete your return:

  1. Sign into your SOUQSQUARE account.
  2. Find the order in My Orders, click the “Return Item” button.
  3. Select the item(s) you would like to return, indicate the reason, and submit.
  4. Select an acceptable logistics company to send your package back to our returns address. (Cash on delivery is not accepted.)
  5. Please send us the tracking number or return receipt. (Concrete Steps: My Orders ? Order Details ? Refund and Refund Records ? Submit Return Confirmation.)

I want to refund to account

When you apply return, please choose original payment method as refund path, then refund will be issued to your account.

If you forget to change, please contact us for more help.

My refund amount is incorrect

Hi, refunds will be initiated for items only, other fees like shipping fee is non-refundable.

After checking these, if the refund of items are still incorrect, please contact us for checking.

Why was my item cancelled and refunded?

When an item on your order is out of stock, we will send an email to inform you and to allow for an alternate item to be selected. If we do not receive a response within (3) days, the item will be cancelled and refunded.

Generally, we will do refund back to your SOUQSQUARE wallet within 24 hours, you can use it for purchase or transfer to your original payment.

What if I received a wrong item?

Sorry about this inconvenience, would you please contact us for this issue?

Please provide us with images of the issued items as well as the package picture, so that our agent can help you better. If we send a wrong item to you, we would like to make compensation to you.

How can I return items?

You may please pay attention to our Return policy first, then please contact our customer service and tell us which items you want to return.

Please follow the return guidelines to complete your return:

  1. Sign into your SOUQSQUARE account.
  2. Find the order in My Orders, click the “Return Item” button.
  3. Select the item(s) you would like to return, indicate the reason, and submit.
  4. Select an acceptable logistics company to send your package back to our returns warehouse. (Cash on delivery is not accepted.)
  5. Please send us the tracking number or return receipt. (Concrete Steps: My Orders ? Order Details ? Refund and Refund Records ? Submit Return Confirmation.)

Return Policy

We hope you love what you’ve ordered! But just in case you’re not 100% satisfied, we’ve made the return process super easy.

How long do I have to make a return?

We gladly accept returns within 30 days of receipt for most items in new condition.

How do I make a return?

All of Belgium, Netherlands, France, Germany & Luxembourg you’ll find all the information’s bellow

 

  1. Sign into your SOUQSQUARE account.
  2. Find the order in My Orders, click the “Return Item” button.
  3. Select the item(s) you would like to return, indicate the reason, and submit.
  4. Print the return label and securely tape it on the outside of your return package.
  5. Drop off your package at the delivery point closest to you. (Please keep the return receipt and send it to us.)

*If you cannot find your return label, please search the returned order in “My Orders” ? Click “Order Details” ? Click “Return & Refund Record” in the top right corner ? Click “View” to download.

Note:

  1. The costs will be on your charge (Approximately € 4.50 per additional package).
  2. Please send the package back to us by courier after applying for return online, otherwise we will not accept it. Thank you for your cooperation.
  3. Please pack your item securely during the return process.
  4. Please do not send the package to the sender’s address, it does not correspond to our return address, the package will be lost.
  5. Due to the current peak sales period, the processing of returns takes a little longer. Your refund will be delayed by approximately 3-5 working days. We apologize for the inconvenience.

(If you have not agreed otherwise with our customer service, your refund will automatically be issued to your SOUQSQUARE Wallet. You can then deduct the amount of your refund from your next order or, if you wish, transfer it at any time to your personal bank account. As soon as your refund is processed, you will receive a confirmation email.)

More information’s

 

Can I still return items if they are worn, damaged, or have the tags removed?

  1. Please note that, as set out in our Returns Policy, a returned item must be in the same condition in which it was received. This means that new items must be returned in the exact condition in which you received it, including all accessories. Items must be returned unworn, unwashed, undamaged, and with all original tags attached.
  • Items must be returned in their original packaging and in perfect condition. If the item has been stained, damaged or used, the return or exchange will be refused.
  • Products that are not suitable for return for reasons of health protection or hygiene and whose sealing was removed after delivery or due to their nature have been inseparably mixed with other products after delivery, the return or exchange will be refused.
  • Audio or video recordings or computer software in sealed packaging, if the sealing was removed after delivery, the return or exchange will be refused.
  • Products manufactured to customer specifications or tailored specifically to personal needs, the return or exchange will be refused.
  1. The following items cannot be returned or exchanged:
  • Bodysuits, lingerie, jewelry, beauty underwear, Event & Party Supplies, DIY Supplies, Pet Supplies, food & drink, and accessories (except scarves, bags, and mermaid blankets). We cannot offer refunds on make-up or cosmetic if the hygiene seal has been broken.
  • Household textiles: Items must be returned in their original condition. In the case of household textiles such as pillows and bedcovers, you obviously need to try them out to check their warmth, height, etc. Please note, however, that you may only try these out in the same way as in a shop, which means, for example, for bedcovers, that may only place them across your legs for a short time.
    Please note that, for hygiene reasons, textiles that come in contact with the skin, such as bed linen, fitted sheets and towels, cannot be returned if used.
  1. Items marked as non-returnable and free gifts cannot be returned. (This depends on the status of the item at the time of payment).

Note:

  1. Please do not send your return to the address on your package. This is not the return address and will affect processing your return.
  2. Please be sure to double check your returns before sending them. We will not be held responsible for the return of non-SOUQSQUARE products.
  3. If you receive a damaged/defective item, please contact SOUQSQUARE Customer Service within 24 hours of receipt.

How will I get my refund?

Your request will be processed within 7 business days after we receive your return/package.
The refund will be issued to your SOUQSQUARE wallet or the original payment account, as per your request.

Note: The original shipping fee and Handling fee are non-refundable.

NOTE: If there is an issue with your return, please contact Customer Support within 90 days from the date your order was placed.

 

 

Return from other shipping locations

Other shipping locations including Italy, Switzerland, United Kingdom, Ireland, Spain, Portugal,  Sweden, Denmark, Finland, Austria, Czech Republic, Poland, Croatia, Greece, Bulgaria, Estonia, Hungary, Latvia, Lithuania, Slovakia, Slovenia, Romania, Cyprus, Malta.

  1. Sign into your SOUQSQUARE account.
  2. Find the order in My Orders, click the “Return Item” button.
  3. Select the item(s) you would like to return, indicate the reason, and submit.
  4. Select an acceptable logistics company to send your package back to our returns warehouse. (Cash on delivery is not accepted.)
  5. Please send us the tracking number or return receipt. (Concrete Steps: My Orders ? Order Details ? Refund and Refund Records ? Submit Return Confirmation)

Note: You will be responsible for the cost of the return.

 

Return address

We have multiple return addresses. You automatically receive the correct return address by logging into your account to return your item.

  • Return an item

Complaints

By phone, chat or email

Our Chabot takes care of finding the available means of contact so that you can report your complaint.

I want to make a claim

Complaint about an article on souqsquare.com

In order to deal with your complaint as efficiently as possible, we advise you to contact our customer service.

You can also submit an email on: support@souqsquare.be mentioning in the subject: “Complaint”
or you can also send us a written complaint. Send it to this address:

souqsquare.com
souqsquare.be
for the attention of the Claims Department
Houba De Strooperlaan 102 / Box 4 – 1020 Laeken-Brussel, Belgium.
Avenue Houba De Strooper 102 / Boite 4 – 1020 Laeken-Bruxelles, Belgique.

Please provide the following information so that we can help you quickly and efficiently:

Case number (reference number of your customer service contact, 7 or 8 digits)

Your full name

Your address

Your order number (you will find it in your account)

You will receive an acknowledgment of receipt as soon as we have received your letter. Then you will receive a personalized response from us within 7 days.

Complaint about an item purchased from a partner

If you have a complaint about an item purchased from one of our partners, it is best to contact the relevant partner directly. The contact details of the partner are visible in your order. If you are unable to find common ground with our partner, then contact souqsquare.com customer service who can act as an intermediary.