Help & Support

You can track your order status in the "Orders" section of your account. Once shipped, you'll receive a tracking number via email. Delivery typically takes 3-7 business days depending on the seller's location and shipping method.

If your order is past the estimated delivery date, first check the tracking information. If it shows "Delivered" but you haven't received it, check with neighbours or your building management. If still missing, contact the seller through the order page, or reach out to our support team.

We're sorry about that! Please go to your order, tap "Request Return", select "Wrong item received" as the reason, and include photos. The seller will review and arrange for the correct item or a refund.

Please document the damage with photos immediately. Go to your order, tap "Request Return", select "Item damaged" and upload the photos. The seller will review your request within 48 hours.

A faulty, damaged or misdescribed item can be returned with no time limit under Australian Consumer Law. For a change of mind, each seller sets its own window and it is shown on the product page. Change of mind items must be unused, in original packaging, and with tags attached for clothing, and some items like food, cosmetics and personalised goods may not be eligible.

Go to your Orders, find the item you want to return, and tap "Request Return". Select your reason, add any photos if needed, and submit. The seller will review your request within 48 hours and provide return instructions.

Once the seller receives and inspects your returned item, they'll process the refund. Refunds typically appear in your account within 5-10 business days, depending on your payment method and bank.

If the return is due to seller error (wrong item, damaged, not as described), the seller covers return shipping. For change-of-mind returns, the buyer is responsible for return shipping costs.

On the sign-in page, tap "Forgot Password" and enter your email. You'll receive a link to reset your password. If you signed up with Google or Apple, you'll need to manage your password through those services.

You can update your shipping address during checkout, or go to your Profile > Settings to manage your saved addresses. You can save multiple addresses for easy selection at checkout.

Go to Profile > Settings > Delete Account. This will permanently remove your account and all associated data including order history. Active orders must be completed or cancelled before deletion.

Visit Sell on Souq from the marketplace menu. Setup has five steps: payment setup, accepting the seller policies, shipping setup, adding your first product, and a final review before you go live. You can leave and come back, and it picks up where you stopped.

We charge 7% on each sale, with Stripe payment fees included, and there is no setup fee and no monthly fee. The 7% is taken from the product price, so on a $100 item you keep $93. If you ship the order yourself, the shipping the buyer paid goes to you in full.

You are paid in two parts. When you post an order with a tracking number and the carrier first scans the parcel, 20% of your earnings is sent. The remaining 80% is sent 3 days after the order is delivered. If you post without tracking, or you are paid by bank transfer instead of Stripe, you receive the full amount in one payout after the 3 days. Payouts go to your bank, and you can follow each one under Ledger in your Seller Dashboard.

A payout waits until the order is marked delivered and the 3 days after delivery have passed, and it is paused while the order has an open return or refund request. If you owe a balance from an earlier refund, it is taken out of the payout first. Check Ledger in your Seller Dashboard to see each payout and its status, and email [email protected] if something looks wrong.

Go to Settings, then Payment, in your Seller Dashboard. You can connect a Stripe account, which takes you to Stripe to finish setup, or enter your Australian bank details (BSB, account number and account name). You need one of these before a listing can go live, and until then you can still save listings as drafts.

Open your Seller Dashboard and go to Products. Choose Add Product to create a listing, or open an existing one to edit it. A listing needs a description, a price and a stock quantity before it can go live. You can save it as a draft first and publish when you are ready, and you can duplicate a listing, with the copy starting as a draft.

In Products in your Seller Dashboard, check the listing's status. Drafts and listings that are out of stock or discontinued are not shown to buyers, so publish the draft or add stock. A listing can also be held for review if our image check flags a photo, and listings cannot go live until your payout details are set up. If you are still stuck, email [email protected] with the listing name.

Open the order in Orders in your Seller Dashboard, mark it as shipped and add the tracking number from your carrier. We follow the parcel from there, so the order updates itself when it is delivered and your payout timing starts on its own. If you send several parcels for one order, you can add a tracking number for each.

Yes. Instead of a tracking number, upload a photo of the stamped, addressed parcel and choose the date you expect it to arrive. After that date we ask the buyer to confirm it arrived. You are paid once they confirm, or automatically if they do not respond, once the order is at least 14 days past shipping and 3 days past your expected date. Orders without tracking do not get the 20% early payout.

You get a notification and an email. For an order posted without tracking, the automatic payout is paused until our team looks into it, so keep your postage photo and any receipt. You can reply to the buyer from the order in your Seller Dashboard to sort it out, and email [email protected] with the order number if you need us.

You are notified when a buyer asks for a return or refund. Open it in Returns in your Seller Dashboard and approve it, decline it with a reason, or ask the buyer for more details. Please respond within 48 hours. If the item is faulty, wrong or not as described, you cover the return shipping. Refunds go back to the buyer's original payment method, a refund made after you have been paid comes out of your future payouts, and your payout for that order is paused while the return is open.

Open the order in Orders in your Seller Dashboard and reply to the buyer from the order page. Questions buyers ask on your listings are in Questions and Answers in your Seller Dashboard.

In your Seller Dashboard. Settings holds your business address, shipping settings and store preferences. Shipping Profiles lets you set different shipping options and assign them to products. Policies is for your own shipping policy, and FAQs lets you write ready answers to common buyer questions. Returns and refunds follow the Souq-wide policy, so they are not set per store.

Email [email protected] with your store name, and the order number if it is about an order. The full Seller Policy and Seller Agreement are linked from the Sell on Souq pages.

Try closing and reopening the app, or check your internet connection. If the issue persists, try clearing the app cache (Settings > Apps > HalalHQ > Clear Cache) or reinstalling the app.

Make sure your payment details are correct and your card has sufficient funds. Try a different payment method if available. If the issue persists, contact our support team with details of the error message.

This is usually due to a slow internet connection. Try switching between WiFi and mobile data, or wait and try again. If the problem continues, the issue may be temporary - please try again later.