At Souq Vista, we're committed to delivering your purchases quickly and efficiently. Please review our shipping policy below for information on processing times, shipping methods, costs, and delivery expectations.

1. Order Processing Time

• All orders are processed within 1-3 business days (excluding public holidays in the UAE) after receiving your order confirmation email.

• You will receive another notification when your order has shipped.

• Orders placed after 7:00 PM on a business day or on weekends/public holidays will begin processing on the next business day.

2. Shipping Methods, Costs, and Delivery Estimates

We offer various shipping options to meet your needs. Shipping costs are calculated at checkout based on your order's weight, dimensions, and destination.

A. Domestic Shipping (Within UAE)

• Standard Shipping:
  • Delivery Time: Typically 2-5 business days from the date of shipment.
  • Cost: Calculated at checkout.
  • Tracking: Tracking information will be provided once your order ships.
• Express Shipping (If available):
  • Delivery Time: Typically 1-2 business days from the date of shipment.
  • Cost: Higher than standard shipping, calculated at checkout.
  • Tracking: Tracking information will be provided once your order ships.

B. International Shipping (If Applicable)

• Countries Served: We ship to [List specific countries or regions, e.g., GCC countries, selected international destinations].
• Delivery Time: Varies significantly based on the destination country and selected shipping method.
  • Standard International: Typically 7-20 business days from the date of shipment.
  • Express International (If available): Typically 3-7 business days from the date of shipment.
• Cost: Calculated at checkout based on destination, weight, and dimensions.
• Tracking: Tracking information will be provided once your order ships.

Important Note for International Orders:

• Customs Duties & Taxes: Please be aware that international orders may be subject to import duties, taxes, and customs fees (including VAT/GST) levied by the destination country. These charges are not included in the product price or shipping cost and are the sole responsibility of the customer.
• Customs Clearance: Delays can occur due to customs processing in the destination country. Souq Vista has no control over these delays. Please contact your local customs office for more information on potential charges and clearance procedures.
• Refusal of Delivery: If you refuse to accept delivery of an international order due to customs duties or other reasons, the package may be returned to us. In such cases, you will be responsible for the original shipping charges, return shipping costs, and any applicable import duties/taxes incurred on both the original shipment and the return. A refund, if applicable, will be issued for the product cost minus these charges.

3. Free Shipping (If Applicable)

• We may offer free standard shipping on orders exceeding a certain value. This threshold will be clearly stated on our website (e.g., "Free standard shipping on all orders over AED 200").
• This offer typically applies to domestic orders only unless otherwise specified.

4. Order Tracking

• Once your order has shipped, you will receive a shipping confirmation email that includes your tracking number(s).

• You can use the tracking number to check the status of your order by clicking the link in the email or visiting the carrier's website directly.
• Please allow 24-48 hours for the tracking information to become active after you receive the shipping confirmation.

5. Shipping Address Accuracy

• Please ensure your shipping address is accurate and complete at the time of checkout. We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer.
• If an order is returned to us due to an incorrect address, you may be responsible for re-shipping charges.

6. Lost or Damaged Packages

• Damaged in Transit: If you receive your order and the package is visibly damaged, please take photos of the damage before opening it and contact us immediately at care.souqvista@gmail.com. Please retain all original packaging and items.
• Lost Packages: If your tracking information indicates your package was delivered but you have not received it, please check with your neighbors or local post office. If you still cannot locate it, contact us at care.souqvista@gmail.com so we can assist in investigating with the shipping carrier. Souq Vista is not responsible for lost packages after they are marked as delivered by the carrier.

7. Changes to Orders

• We aim to process orders quickly. Therefore, once an order is placed, we may not be able to make changes to the shipping address or cancel the order. Please contact us immediately at care.souqvista@gmail.com if you need to request a change, and we will do our best to accommodate, though it is not guaranteed.

---

Contact Us

For any questions regarding our Shipping Policy, please contact us:

• Email: care.souqvista@gmail.com
• Phone: +971561581157