Where are you located?
We are headquartered in UAE.

103, 7 states building, 9C Street, Deira, Dubai- UAE

M +971 54 450 2002

I want to return my purchase! What do I do?
If you are not 100% satisfied with your purchase from FirstSouq you can return your item(s) for a full refund within 7 days of purchase. (Returns must be unworn and in the original packaging.) Some items ship with an attached security tag. Merchandise returned without the original security tag attached or a damaged tag may not qualify for a refund.

 

Do you have a catalog?
No. Currently, we have a 'virtual' catalog. In order to ensure that our customers have access to the most current styles, prices, sizes, and overall selection, we do not publish a catalog that you may purchase directly from us.

 

How do I unsubscribe from any of your mailing lists?
To unsubscribe from our mailing lists:
Email us at info@firstsouq.com and one of our customer service representatives will unsubscribe your email address.

 

I tried to check out and the item in my shopping cart disappeared, what happened?
We are sorry that you were not able to complete your order. The selection on firstsouq.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

 

Is the item I want going to go on sale soon?
Unfortunately, firstsouq.com does not know if an item will go on sale or be marked down until it actually happens. It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales.

 

I received an email from FirstSouq regarding an order I did not place. What should I do?
If you received correspondence regarding an order you did not place, it likely was not from firstsouq.com Don't share any personal information, click any links in the email, or respond to the email, and delete it immediately.

This type of email is known as a phishing campaign. A phishing campaign is an email scam designed to steal personal information from victims. Cybercriminals use phishing, the fraudulent attempt to obtain sensitive information such as credit card details and login credentials, by disguising themselves as a trustworthy organization or reputable person in an email communication.

If you are a firstsouq.com customer, you can go to your FirstSouq account and view Your Order History to see if there is an order that matches the details in the correspondence. If you are not a firstsouq.com customer, feel free to contact us to verify whether the email is associated with an actual order.

 

What can cause my order to be delayed?
If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed. Also, if you are shipping to an address other than your billing address, your order may be delayed.

 

The product I received does not match the description. What can I do?
Please check the item clearly after you have received it. If you are not satisfied with the product you received, please contact us to agree on a solution.

 

How long will it take to receive my order?
We begin processing your order as soon as it is received.
VIP shipping may take from 1-3 days.
Normal shipping may take from 3-5 days.

 

Can I edit or cancel an order after it has been placed?
Orders are processed as quickly as possible, and therefore, may not be able to be changed once they are placed. If you do need to modify or cancel an order, please contact us as quickly as possible.

 

When will my credit card be charged?
Credit cards are charged at the time of order processing.

 

Do you offer discounts?
We do not know about you, but we love discounts and try to share this love with our customers throughout the year. When we are running sales, our discounts will be issued by a code displayed on our website and will apply to FULL PRICE items only.

 

I am having problems placing an order. What do I do?
If you are having trouble at any stage of the process, we are happy to help! Contact our customer services team or email us at info@firstsouq.com and we will respond in a timely manner.