Frequently asked questions
Quick answers to the questions we hear most. Can't find yours? Send us a WhatsApp message (+971 55 882 3169) or email info@firstsouq.com.
Account
Do I need an account to order?
Yes. You need a First Souq account to place an order. You can sign up or sign in with your email address or mobile number and a password, or with Google or Apple. Your account is where you follow orders, request returns and save addresses.
How do I delete my account?
In the app: Account → Delete account . You can also email info@firstsouq.com from the address on your account. Order and invoice records are kept for the period UAE tax law requires.
Orders & payment
Are your products genuine?
Yes. Every device is genuine. Each product page shows the condition (new, renewed or used), the exact version and the warranty that applies to it.
Which payment methods do you accept?
Only the methods listed at checkout for your order, for example card payment, or cash on delivery where it is offered for your address. If a method is not listed at checkout, we do not accept it yet. Card payments are processed by a licensed payment provider; we never store your card number.
Do prices include VAT?
Yes. All prices are in UAE dirhams and include 5% VAT.
How do I get a tax invoice?
Downloading invoices from My Orders is not available yet. Send us your order number on WhatsApp or by email and we will send you the tax invoice for your order.
Can I cancel my order?
Yes, free of charge until it is shipped. Request it from My Orders or contact us. If you already paid, the full amount goes back to your original payment method.
Delivery
How much does delivery cost?
Delivery is free when your order total after discounts and coupons is AED 200 or more . Below that, delivery costs AED 15.
How long does delivery take?
Most orders arrive within 3 working days of order confirmation. The estimate for your address is shown at checkout. Remote areas, public holidays and sale periods can take longer.
How do I track my order?
Sign in and open My Orders to see each step, and the courier's tracking once the order ships. Guest checkout is not available at the moment, so every new order is linked to an account. For an older order placed without an account, use the link in its confirmation email or send us the order number.
Returns & warranty
What is your return policy?
You can request a return within 7 calendar days of delivery. A change-of-mind return must be unused, complete and in its original box. Faulty, damaged or wrong items are inspected first and then repaired, replaced or refunded under the warranty and UAE consumer law. Full details are on our Returns & refunds page.
When will I get my refund?
A refund has three separate steps:
• Inspection: usually within 3 working days after the item reaches us.
• Refund issued: within 5 working days after the item passes inspection.
• Bank processing: for card refunds, your bank may take a further 5–14 working days to show the amount.
If you choose store credit, it is added to your account when the refund is issued after inspection, not before. Store credit is valid for 180 days.
What does the warranty cover?
Manufacturing faults, for the period and by the provider shown on the product page (manufacturer warranty or seller warranty). Damage from drops, liquid, unauthorised repair or normal wear is not covered. Every claim starts with an inspection of the device.
Phones & versions
What do "International" and "Middle East" mean?
They are labels for the market a phone was made for. One label can cover several model numbers, and these can differ in SIM setup (eSIM only, or nano-SIM + eSIM), FaceTime availability, supported network bands, box contents and warranty. The product page shows the exact option you are buying. If you need the model number before you order, ask us.
Will the phone work on UAE networks?
Calls and mobile data on e&, du and Virgin Mobile work on most models, but support for 5G, VoLTE and Wi-Fi calling depends on the exact model and your carrier. eSIM-only models need an eSIM from your carrier. If you need a specific feature, ask us before you order.
Complaints
How do I make a complaint?
Send us your order number on WhatsApp or to info@firstsouq.com and start the message with "Complaint". We answer in writing. If you are not satisfied with our answer, you can contact the consumer protection department of the UAE Ministry of Economy or the economic department of your emirate.