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Terms and Conditions

In the following, we would like to present our Terms and Conditions to which your order from our online shop will be subjected :

  • Business details: Our postal address is
    Souaad
    Clyde Office – 2nd Floor
    48 West George Street
    G2 1BP
    Glasgow

Delivery

  • Customers: This website currently only supports deliveries within the United Kingdom. Please do not place an order if your delivery address is outside of the United Kingdom.

  • Delivery prices: The delivery fees for UK orders are a flat rate per order and per address.

  • Delivery addresses: We are not responsible for any delivery issue if the address entered at order time is incorrect. If a mistake has been made, please email us on support@souaad.com as soon as possible so we can attempt correcting it before shipping.

  • Delivery days: We will send out deliveries on Monday mornings and Thursday mornings. Orders will be dispatched after payment receipt.

  • Delivery method: Orders are sent by Tracked 48 Royal Mail delivery, a tracking number will be supplied.

    Cancellations, returns & refunds

    • Cancellations: Should you wish to cancel your order, please contact us by e-mail as soon as possible, it would allow us to stop the postage and proceed directly to a refund without requiring you to return the items. You have the right to cancel and return orders within fourteen (14) working days of receiving your order. Please refer to our return policy

    • Missing orders: If your order goes missing, please contact us on support@souaad.com so we can investigate. We will send a replacement if your parcel has still not arrived after a 12-working-days period has elapsed and if the parcel still appears as “Undelivered” in the PostOffice tracking tool. In this case, we will ask for your permission to share your contact details with the PostOffice as we will need to raise a claim. Please note, as per the PostOffice rules, any claims made later than 80 calendar days from the date of posting cannot be accepted. In this case, we will be unable to send a replacement.

    • Damaged orders: We will pack your order carefully to avoid any issues. However if your order is damaged on arrival, please contact us as soon as possible and include photographic evidence. We will then make a claim to the PostOffice and send you a replacement.

    By placing an order through our online shop, you indicate that you have read and agree to these Terms and Conditions.