Once your order is approved and shipped, you’ll receive an email with a tracking number. All our shipping methods include tracking, so you can easily follow your package by searching the tracking number online.
If you haven’t received the tracking email within two business days, please check your junk or spam folder. Still can’t find it? Feel free to Contact us and we’ll be happy to update you on your order status.
How fast do you process orders?
Most confirmed* retail orders are processed within 1–2 business days. Delivery time depends on your location and the shipping method selected:
- Flat Rate (3–21 Business Days)
- UPS 3 Day Select®
- UPS 2nd Day Air®
If you need your order delivered by a specific date, please let us know when placing your order. We’ll do our best to accommodate your request.
Most confirmed wholesale orders are processed within 1-4 business days.
A confirmed order is one that is ready to ship and has no pending issues such as payment problems, incorrect shipping details, or out-of-stock items.
We ship worldwide—except to countries within Europe. We also deliver to APO/FPO addresses and U.S. correctional facilities.
If you're unsure whether we ship to your specific location, feel free to contact us for confirmation.
Can you gift wrap an order for me?
Unfortunately, we no longer offer gift wrapping services. However, rest assured—the packing slip included in the shipment does not show item prices or the total amount.
Invoices are only sent via email to the person who placed the order, so you can still send a gift without revealing the cost.
In line with our return policy, you can choose to receive a refund to your original payment method or a store credit, as long as the return is approved in advance.
Refunds or store credits are issued once we receive the returned items.
Please note: Items returned without prior approval or those not covered by our return policy will not be refunded.
We offer three shipping options within the USA:
- Flat Rate (3–21 Business Days)
- UPS 3 Day Select®
- UPS 2nd Day Air®
Shipping costs are calculated based on the method you choose during checkout. The exact rates will be displayed before you complete your order.
You can find all the details of our return policy and process by clicking the links below:
If you have any questions, feel free to contact our support team before sending anything back.
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For Retail Customers:
The quickest and most convenient way to place an order is through the East West Souk website. Simply add your items to your shopping cart and proceed to checkout.Alternatively, you can send your order via mail or email. To do so, print the “View Cart” page after filling your cart, and include this page with your shipping address, phone number, and email address. Orders placed this way will not be processed until payment is received through one of our accepted payment methods.
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For Wholesale Customers:
Wholesale customers can also choose between ordering online or submitting an order via mail or email. However, we recommend ordering online for the fastest processing.
What payment methods do you accept?
We accept a variety of payment methods, including:
- MasterCard
- Visa
- Discover
- American Express
- PayPal
Rest assured, all checkout pages are secured with SSL encryption. Please note that payment must be completed at the time of placing your order.
What are “out of stock” items?
Out of stock items are products that are currently unavailable due to insufficient inventory. If you’re interested in an out-of-stock item, you can use the “Email Me When Available” feature (which will appear in place of the “Add to Cart” button on the item’s page). We’ll notify you as soon as the item is back in stock.
Please note, receiving an email notification does not obligate you to make a purchase.
- You may cancel an order that has not yet shipped. There is no fee for such a cancellation.
- If the order has been shipped, but you still haven’t received it: refuse the shipment and inform East West Souk. You will be refunded the cost of your order minus the original and return shipping charge.
If you have already received the shipment: please refer to our return policy.
How can I find an item I'm looking for?
There are several ways to find the items you’re looking for:
- Search: The quickest method is to use the search box located at the top of each page.
- Browse: You can also explore items by browsing through the main categories that match what you're looking for.
If you need further assistance, feel free to email us at info@ewsouk.com
How can I get invoices for my orders?
- By Email: You will receive an invoice by email once your payment is processed.
- Online: You can view and print invoices for all your orders by signing into your account on East West Souk.com. Simply visit the "My Account" section.
Do you have a walk-in business?
No, we do not operate a walk-in business. The address listed on our website is for our warehouse, and for safety reasons, employees are not permitted to allow customers inside. Retail orders can only be placed online or via mail.
How do I know if this item will fit my needs?
- Item Details: Read the detailed descriptions and specifications for each product. We strive to provide as much information as possible to help you make an informed decision.
- If you still have questions, feel free to email us at info@ewsouk.com
Do you ship to the Virgin Islands?
Yes, we do! Since USPS considers the Virgin Islands a U.S. territory, you can select the United States as the country and VI as the state when entering your shipping information.
Please note: FedEx does not ship to the Virgin Islands.
Can I change or cancel my order after it’s been placed?
Orders can only be changed or canceled before they are shipped. Once processing begins, we are unable to make adjustments.
If you need to make changes, please contact us as soon as possible, and we will do our best to assist you.
What should I do if I received a damaged or incorrect item?
If you receive a damaged or incorrect item, please contact our customer support team within 7 days of receiving the product. We’ll guide you through the return or exchange process. For more details, you can refer to our return policy.