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Frequently Asked Questions

Contact & My Account

How can I contact Babysouk?

Please go to our CONTACT US section here. You can connect with our Customer Happiness Team by phone by dialing +971 600 587 003 from anywhere in the GCC 24/7/365.

I have forgotten my password, what should I do?

If you cannot remember your password, click on the Sign In link at the very top of any page, and follow the "Forgot Password?" instructions. A link will be sent to your registered email id to reset your password.

If you do not receive the link immediately, then check your Spam folder in the mailbox and add info@babysouk.com to your contacts list to ensure you receive these emails.

Is my personal information kept private?

Please be assured that any kind of information you share with us is kept 100% private and confidential. For details please read the Babysouk Privacy Policy here.

At no point will we share, rent, or sell your personal information without your consent.

In order to process credit card orders online, our secure payment gateway provided by First Abu Dhabi Bank, will need certain of your information including: your billing address, delivery address, telephone number, credit card number, expiration date and CCV code.

Please note that we do not keep any of your credit card details online or in our back-end database systems, in order that your personal data is protected from any breach of security.

I have a new email address; can I update this in my customer profile?

Yes, please log into “My Account” and you will be able to modify and update any of your details. If you have any difficulties, please contact our Customer Happiness Team by dialing +971 600 587 003 and a member of our very helpful team will assist you through the process.

I am a retailer and wish to sell my brand or products on Babysouk, who can I speak with?

If you wish to sell your branded products at babysouk.com, you can contact our buying team by sending an email to info@babysouk.com. Unfortunately, due to the volume of brands we are approached by, we do not have a direct phone number for this purpose, but we regularly check this email and will get back to you as soon as we can.

I wish to get in contact with the Babysouk.com Marketing or PR team, who can I speak with?

If you wish to get in contact with our Marketing or PR teams, you can contact us at info@babysouk.com and the relevant Manager will respond accordingly.

Product Questions

Does Babysouk.com sell factory seconds or secondhand products?

No. We only sell new items from the award-winning high-quality brands on Babysouk.com. Our buying team selects the best products and brands from around the world only after we as parents have tried and tested the products. Our pricing policy follows strict guidelines from our brands and are in line with our competitors.

How do I find a specific item?

You can search for any item on Babysouk.com by typing the name of the product or brand name in the “Search” box located at the top of our website. Alternatively, you can always filter by brand, product type, or category, by simply using the tabs at the top of any of our web pages.

About My Order

Can I cancel my order?

Please contact us as soon as possible if you wish to cancel your order. If your order has not been shipped to your delivery address, we will be able to work with you to cancel the order. If it your order has shipped, you will need to follow our returns policy located here.

Can I change my order delivery address?

Yes. Please contact our Customer Happiness Team as soon as possible by calling +971 600 587 003 24/7/365 in order to change your delivery address. If your delivery address needs to be changed, and your item has already shipped and/or in organised for delivery and in-transit to your previous address, it may take our team up to 48 hours to re-route your order to your new delivery address, so we ask for your patience in advance, but rest assured that we will work as quickly as possible to make the delivery of your order to your new address.

How will I know that you have received my order?

We will send you an “Order Confirmation” email as soon as your order has come through in our system. If you do not receive and “Order Confirmation” within five (5) minutes after placing your order, please look at your email Spam Folder box to see if your “Order Confirmation” email has arrived in that location. To stop email alerts from going to your spam folder, please add info@babysouk.com to your email contacts. If you do not receive your “Order Confirmation”, please contact our Customer Happiness Team immediately by calling +971 600 587 003 and one of our Customer Happiness Team members will resolve the issue for you.

As soon as your order is ready to be shipped, you will receive a call from our Customer Happiness Team to schedule your delivery. In the UAE and KSA only, your delivery will always be scheduled within a two (2) hour allocated time frame.

On the occasion where we need to use a courier for your delivery (if the location is more remote, outside the UAE or KSA, or to be delivered during heavy traffic periods), you will receive a dispatch email with your Track & Trace number associated with the courier.

Once your order has left one of our operations centers, you will receive an email confirming that your order is out for delivery to your address.

I have received the wrong item, what do I do?

We sincerely apologise in advance if this has inadvertently happened with your order, and we can assure you that any mistakes were certainly not intentional and happen very rarely. But, we are human at the end of the day, so sometimes things happen.

If you have received the wrong item(s) in your order, please contact our Customer Happiness Team by dialing +971 600 587 003 directly as soon as possible, and please have your Order Number ready, as well as all of the details concerning the items you received, and the items you expected to receive. This will really help us to resolve your issue immediately.

Help with Placing Your Order

I cannot login, what do I do?

If you cannot remember your password, click on the “Sign In” link at the very top of any page on Babysouk.com, and follow the "Forgot Password?" instructions. If your problem still persists, simply contact our Customer Happiness Team by dialing +971 600 587 003 and our team will very quickly help you with your log-in issues.

Do you take orders via phone?

Yes, we will happily take your orders over the phone for Click & Collect, or Cash/Credit Card (i.e. COD) for all deliveries anywhere in the KSA and UAE.

However, in order to protect your privacy, we are unable to place orders on your behalf using credit cards by phone.

Can I shop on Babysouk using my mobile phone?

Yes, we have a mobile friendly PWA site, which makes it easy for you to search, shop, and place your order using your mobile device.

I need help selecting a gift, where can I find some suggestions?

We have a dedicated Gift Souk that gives you ideas on what to buy. If you can’t find what you are looking for, or need something tailored for your needs, please contact our Customer Happiness Team and we can assist with bespoke orders and gift baskets to meet your budget. Our free wrapping service is legendary!

Payment & Prices

How do I make a purchase?

Once you have found an item you wish to purchase on Babysouk.com, please select the size or colour you require, and then click “Add to Shopping Bag” – and you will see the item you selected move up into the top right of your screen where your shopping bag is located.

You can continue shopping and adding items to your “Shopping Bag” or go straight to “Checkout” where you can make any amendments to your order if needed. Once you are happy with the items in your Shopping Bag and are ready to purchase them, click “Continue”. Fill in your address information and choose how you wish to pay, then continue through to the payment process to confirm your order.

Which payment options do you offer?

We accept credit cards, PayPal and COD (either cash or credit card on delivery). COD is only available in the KSA and UAE.

I have a voucher or discount code and it does does not work, what do I do?

In the case where you are trying to use a gift voucher or a discount code, and it is not working, please contact our Customer Happiness Team for assistance.

Delivery & Returns

Detailed shipping information can be found here.

Can I collect my order?

Yes, we offer “Click and Collect” for your purchases. Simply select this delivery option when you check out. If you have selected this option, you will receive a “Ready to Collect” call or email when your order is ready for pick up.

In the UAE, our operations centre is located in Dubai, Al Quoz 3, Street 10a, Warehouse #5 located

here: https://goo.gl/maps/pkECn9J2nridU4SM9

In the KSA, our operations centre is located in Riyadh, An Nour, Near Exit 18, located

here: https://goo.gl/maps/uJnrPudA3JF2

Do I have to pay a customs fee / import duties?

If outside the KSA or UAE - Yes. If we are shipping your order overseas and/or over borders, customs duties, fees and VAT charges may apply to your order. As customs duties, import fees and VAT charges can be highly variable from country-to-country, we have now way of knowing what regulations or taxes that your order may be subject to upon arrival in your country.

As such please check with your local customs office for more information on local customs applicable. No additional custom fees are payable for orders in the UAE or KSA

How do I return my item?

“Free Returns” Are Available for All Orders in the UAE & KSA.

Whilst we love all our products and hope you do too, we want you to be nothing but be delighted with your order. But a change of heart or mind is something we all have on occasion, and size does matter when it comes to clothing items! So, you can return or exchange any item to us, within 14 days of receiving your original order for FREE in the UAE and KSA.

Please note that sale items are excluded from this policy and cannot be returned unless faulty or damaged.

Simply contact our Customer Happiness Team via email on info@babysouk.com or call them on +971 600 587 003 and one of team members will help you to complete a “Returns” form.

How long does it take for my return to be processed?

It generally takes around 5-7 days after returning an item, until we have processed your return, including any refunds and/or items replacements.

How long will it take for my refund to be visible?

It generally takes between 3 and 5 business days for refunds to be visible on credit cards, and 1 to 2 business days for Paypal refunds to arrive in your account from the day we issue the refund.

Please note that some banks do not show refunds on your bank or credit card statement until your next monthly statement is made available by your bank or credit card issuing bank. How your financial institution manages refunds and credits to your account is completely out of the control of our Finance Team, but we will assist you as best we can if you think there has been an error with your credit.

For more information, please contact your bank or credit card issuer. Babysouk.com will send refund confirmations as soon as they are processed. Alternatively, you can exchange any product easily for refund by accepting a Babysouk.com credit into your account with us, that you can always use to make any replacement purchases on Babysouk.com.

Do you refund the shipping costs from my original order?

We offer free shipping for orders over SAR 300 and AED 300 in the KSA and UAE.

However, if you have paid for shipping, we are unfortunately unable to refund these costs.