Account
Do I need an account to buy?
Do I need an account to buy?
You can browse without one. To bid, buy, use the cart or save items, click Sign Up and choose a username. See Sign up and browse.
How do I change my password?
How do I change my password?
Passwords are managed on the secure sign-in page, not in Souqna settings. Use the sign-in page’s reset option.
What can I change in my settings?
What can I change in my settings?
In Portfolio → Settings you can edit your username, first and last name and phone, and add, delete or set a default delivery address.
Is Souqna available in Arabic?
Is Souqna available in Arabic?
Not yet. The site is in English.
Paying
How do I pay?
How do I pay?
You pay the Wakilni courier when your order arrives, in cash or by card. You choose at checkout. Nothing is charged online.
Which currency are prices in?
Which currency are prices in?
All prices are in US dollars.
What fees will I pay?
What fees will I pay?
On top of the item price: a buyer protection fee (currently $0.07 plus 5% up to $500, or 2% above $500), Wakilni shipping, and any optional verification ($10) or cleaning ($5) you add. Checkout shows every line before you order. Try the calculator on the Checkout page.
Can I use a coupon or make an offer?
Can I use a coupon or make an offer?
Not at the moment. Coupons are switched off, and Souqna has no make-an-offer feature. You can set a price alert on Buy Now listings instead.
Can I buy from several sellers in one order?
Can I buy from several sellers in one order?
No. Each seller’s items are a separate order and delivery. You can combine up to 7 items from the same seller in one checkout.
Bidding
Is my bid binding?
Is my bid binding?
Yes. If you win, you’re expected to check out within 48 hours or the order is cancelled.
Can I cancel a bid?
Can I cancel a bid?
You can retract a bid within 60 minutes of placing it, unless the auction ends in less than 12 hours.
Why did the auction get longer?
Why did the auction get longer?
Some sellers turn on anti-sniping. A bid in the last 5 minutes adds 5 minutes to the clock.
I had the highest bid but didn't win. Why?
I had the highest bid but didn't win. Why?
The seller set a reserve price and bidding didn’t reach it, so the auction ended without a sale.
What is auto-bid?
What is auto-bid?
Set a maximum and Souqna bids for you, only as much as needed to keep you in the lead. See Buy and bid.
Orders and delivery
Who delivers my order?
Who delivers my order?
Wakilni. Track it on your order page with Refresh tracking or Track with Wakilni.
Can I cancel my order?
Can I cancel my order?
Yes, while it’s Pending Checkout or Awaiting Shipment. Open the order and click Cancel this order. After pickup, Wakilni or support must confirm.
What does 'Verified' mean?
What does 'Verified' mean?
The Souqna team checked the item. Verifiable means you can pay to have it checked before delivery. Trusted and Official Seller describe the seller, not each item.
What if verification fails?
What if verification fails?
Onward delivery is cancelled, so the item never reaches you and you don’t pay for it.
Can I return an item?
Can I return an item?
Souqna has no standard returns or refunds. If an item didn’t arrive, isn’t as described, is damaged or is fake, open the order and click Report a problem with this order.
Do I have to confirm delivery?
Do I have to confirm delivery?
Yes. When the order shows Delivered, check the item and click Confirm Delivery. That completes the order and lets you leave a review.
Help
How do I contact Souqna?
How do I contact Souqna?
Tap the chat button at the bottom-right of the site for WhatsApp or live chat, or email support@souqna.com.
I'm not getting notifications on my phone.
I'm not getting notifications on my phone.
Click Enable notifications on the site. On iPhone or iPad, add Souqna to your Home Screen first.