We hope that you love and enjoy your purchase but if for some reason you should want to return them, we offer a 14 day no questions asked return-for-credit policy.
14 DAY RETURNS - NO Q & A
Only applicable for unused items with tags and packaging still intact. Can be exchanged for another item at the same value, or online credit notes that can be used within six months. Customer will process and pay for the return shipping. This service is only eligible if the customer notifies SOUQ of their intention to return the item within the period of 14 days after the item has been received.
PRODUCTION FAULT RETURNS
This service is only eligible if the customer notifies SOUQ of the faulty item within the period of 14 days after the item has been received. To receive a FULL REFUND the customer must submit photographic proof of the production fault by email to SOUQ, with a confirmation email on the return from SOUQ customer service (complete with the RMA number).
Items must be unused and returned with their original tags and packaging.
BESPOKE & FURNITURE are non applicable for online returns and have their own return policy as per their signed order sheet.
The below categories are final sale and cannot be returned, cancelled, or exchanged:
- Customised/Specially requested items
- Sale Items
- Items marked Non-Returnable -- as indicated on the product page
- Gift cards/E-Gift Cards
- Items that were previously already an exchange or bought with a credit note from a previous order
WEBSITE RETURNS TO OUR STORES
If you are in BALI and would like to make the return instore, please feel free to call our store at +62 822 37801817 . Our instore operating hours are Mon - Sat 8.30 am - 8 pm & Sun 8.30 am - 6 pm
HOW TO RETURN YOUR PRODUCT
PRODUCTION FAULT RETURNS will be processed via our courier and paid by us. Our customer service will be there to help the step by step process of the pick up and to make sure it gets processed as quickly as possible. Your cooperation is vital in making this process as seamless as it can be.
We cannot receive or process returns without an RMA (Return Merchandise Authorization) number. This number will be given to you when you receive a confirmation email on your return from SOUQ customer service and will be in the courier’s shipping documents.
For questions and enquiries on returns please send us an email here.