FAQ

Where's my order?

After your order is approved and shipped, you will receive an email containing the tracking number. All of our shipping methods provide a tracking number. Simply google the tracking number to know where your order is.

If you haven’t received an email with the tracking number within two business days of placing the order, check your junk mail folder. Contact us if you cannot find the email and we can inform you of your order’s 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 service you have chosen. Retail Orders with expedited shipping services (FedEx Standard Overnight, FedEx Priority Overnight, FedEx 2Day and USPS Express) are processed and shipped in the same day if we get them before 12 noon central time. (FedEx and USPS International services are NOT expedited services. Holidays and weekends are excluded)

If you want your order to be delivered on a certain day, please make this request at the time of ordering and we will let you know if we can accommodate. We always suggest placing your order at least two weeks before you need it, to allow ample time for it to arrive inshAllah. Click here for shipping options and estimated delivery time.

Most confirmed wholesale orders are processed within 1-4 business days.

*Confirmed: Confirmed orders are those that are ready to ship and do not have any unresolved issues such as payment issues, incorrect shipping address or unavailable items.

Do you have a Rush Service?

Rush Service fee is charged when you request a guarantee that your order will be processed same day.
Please remember that most orders are shipped same or next business day but we cannot guarantee that.
All requests are handled based on availability. Please contact us to confirm adding this service to your order.
7% of your order total (before discount) will be added to your invoice, a minimum $35 per order.
Processing time does not affect delivery time. Delivery time depends on your location and the shipping method chosen.

Do you ship to…?

We ship world-wide, to all addresses. We also ship to APO/FPO and prison addresses in the USA. We’ve prepared a comparison table to help explain all the shipping methods we use.

Can you gift wrap an order for me?

Unfortunately, we don't offer this service anymore. However, we would like you to know that the packing slip included in shipments does not list item prices or the total order amount. Invoices are only sent by email to the person who placed the order.

What shipping options do you offer and what are estimated shipping times?

Click here for shipping options and estimated delivery time.

How are refunds completed?

As per our return policy, you may choose between a refund to your original payment method or a store credit, provided that items are sent back through an approved return. The refund will be initiated (or the store credit added to your account) once we receive the items. Please note that the cost of items returned without our approval and those not covered by our return policy will not be refunded.

How is shipping calculated?

Shipping costs are calculated based on the carrier you choose to ship with (FedEx or USPS), according to the shipping method, order weight, and shipping address. Please note that a handling fee is added to each order based on ordered items.

You can use the shipping estimator before registering to find the least expensive shipping method based on your order weight and shipping address. If you have any questions please contact us at customerservice@ewsouk.com

What is your return policy?      

Click here to read the "Return Policy"
Click here to download the "Return Form"

Can I have an order shipped to a drop shipment address?

Yes. You can change your address to the drop shipment address to have an order sent directly to them. After changing the shipping address and submitting your order, remember to change the address back to your default address.

To change your address:

  • Prepare your order by adding the items you want to purchase to your cart.
  • Click on "Proceed to checkout".
  • In the “Shipping Address” dropdown list please choose address from the list of your addresses.

  • If it was not listed please Click on “Add New address” link and fill your new address information then click on “continue to shipping method” and proceed with check out steps.

Note: After submitting your order remember to change the address back to your default address by visiting “My Account” page and clicking on the “Veiw Addresses”, all you have to do is to click on “Edit address” for the address you want to make default and check the “Set as default address” check box then click on “Update Address”.

Do you ship to the Virgin Islands?           

USPS considers the Virgin Islands a US state. Therefore, to ship to an address in the Virgin Islands, please put the United States as the Country and VI as the State in the shipping fields.
* FedEx does not ship to the Virgin Islands.

How can I place an order?

  1. Retail Customers:
    The best way to place orders is through the East West Souk website. It is the fastest and most convenient method. Another option is to send your order to East West Souk by mail or email. You can do this by using the website to add the items you want to purchase to your online shopping cart. After filling your cart, do not check out. Instead, print the “View Cart” page. Include this page along with your shipping address, phone number and email address. Orders that are not placed through the website will not be processed until payment is received through one of the accepted payment methods.
  2. Wholesale Customers:
    Wholesale customers may use the same two options available to retail customers. Again, we recommend ordering online for convenience and expedient processing.

What payment methods do you accept?

Customers may choose from a variety of payment methods, including MasterCard, Visa, Discover, American Express and PayPal. All checkout pages are protected with SSL encryption. All payment must be completed at the time of the order.

What are “out of stock” items?

For out of stock items that we do not have sufficient inventory of 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), and we will inform you as soon as these items become available. The email you receive when an item is back in stock in no way obligates you to buy it.

Can I cancel my order?

  1. You may cancel an order that has not yet shipped. There is no fee for such a cancellation.
  2. 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 plenty of ways to find the items you’re looking for:

  • The fastest way is to search for items using the search box located on the upper right side of each page:

 

  • You can browse through the main categories according to what you're looking for. For example, if you are looking specifically for Hijabs suitable for women, browse through "Clothing >> Women’s Wear >> Amirah 1 & 2 PC "
  • Email us at info@ewsouk.com

How can I get the best deals from East West Souk?

  1. Keep checking the site. Some of our best deals last only a few days (like deals of the Week).
    b. Join our mailing list. Customers who receive our newsletter receive special promotions not usually available to other customers.
    c. Like us on Facebook and follow us on Twitter to get exclusive deals, discounts, and promotions!

How competitive are East West Souk prices?

For items published/produced in the US, we never exceed the publisher’s list price. If you notice a difference between our price and the vendor’s list price, please email us at info@ewsouk.com. Items imported from outside the US are very competitively priced. Some imported items may be priced higher than in their original markets to cover shipping, customs, and other costs.

You can always stay up to date with East West Souk special offers by joining our mailing list and checking our website regularly.

What are coupons/promotion codes and how can I use them?

Promotional codes are specific codes you enter during checkout to receive special offers, discounts and other promotions.

Join our mailing list to regularly get promotional discounts other customers don’t receive. Please note that promotional discounts are valid only for retail orders placed on our website. They cannot be combined with any other offers or discounts you might have; only one promotional code can be used per web order.

How can I get invoices for my orders?

a. You will receive an invoice by email when your payment is processed.
b. You can view and print invoices for all of your orders on East West Souk.com. Sign into your account and visit the "My Account" section

Do you have a walk-in business?

No. The address listed on our website is for the warehouse and employees are strictly forbidden from allowing customers in for the customer’s safety. Retail orders can be placed on the website or mail only

Can you gift wrap an order for me?

Unfortunately, we don't offer this service anymore. However, we would like you to know that the packing slip included in shipments does not list item prices or the total order amount. Invoices are only sent by email to the person who placed the order.

How do I know if this item will fit my needs?

  • Read the item details and description: we work hard to provide as much information as possible to help you choose the right items!
  • View the sample images or listen to the soundtracks available on the item's page.
  • email us at info@ewsouk.com.