Returns + Exchanges

At Souk Essaouira, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a clear and straightforward process for returns and exchanges. Please read the following policy carefully.

Return Eligibility

You can return items purchased from Souk Essaouira within 30 days of receiving your order, as long as they meet the following conditions:

• The item is in unused and original condition, with tags and packaging intact.
• The item has not been damaged, worn, or washed.
• The item is not customized or personalized (unless it is defective or damaged).
• Perishable items (e.g., food, honey, cosmetics) are not eligible for return unless damaged upon delivery.

Some items may be excluded from our return policy, including:

• Gift cards
• Custom or personalized products
• Sale or discounted items (unless otherwise stated)

How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

1. Contact Us: Reach out to our customer support team via email at contact@soukessaouira.com within 30 days of receiving your order. Please include your order number and the item(s) you wish to return or exchange.
2. Return Instructions: Our team will provide you with a return authorization number and instructions on how to send the item back to us.
3. Packaging: Please carefully repackage the item(s) in their original packaging, if possible. Make sure the items are protected to prevent any damage during transit.
4. Return Shipping: Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a trackable shipping service to ensure the return is successfully delivered.

Refunds

Once we receive and inspect the returned item(s), we will process your refund. Please note the following:

• Refund Method: Refunds will be issued to the original payment method.
• Processing Time: Allow 5-7 business days for us to process the return and issue your refund. Please note that it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

If your return is approved, we will send you a notification via email confirming the refund has been issued.

Exchanges

If you wish to exchange an item for a different size, color, or product, please follow the same return process as outlined above. If the item you want to exchange is out of stock, we will notify you and offer alternatives or a full refund.

Damaged or Defective Items

If your order arrives damaged or defective, we apologize for the inconvenience. Please contact us immediately at contact@soukessaouira.com with the following information:

• A clear photo of the damaged or defective item(s)
• Your order number and a brief description of the issue

We will provide you with a prepaid return label for the return and offer a replacement or refund at no extra charge.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Gift cards
• Customized or personalized products (unless they are faulty)
• Perishable products (honey, cosmetics, food items) unless damaged or defective
• Sale or clearance items (unless otherwise stated)

Return Address

Please send your returned item(s) to the following address:

Souk Essaouira Returns Department
[Your Business Address]
Essaouira, Morocco

Important: Please include your order number and a brief description of the reason for the return or exchange inside the package.

Contact Us

If you have any questions regarding our Returns + Exchanges Policy, please don’t hesitate to contact our customer service team at contact@soukessaouira.com or (212) 6 29 07 90 44.