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FAQs

Frequently Asked Questions

SHOPPING

There are NO hidden charges when you shop on Souha. The price you see on the product page is final and it’s exactly what you pay.

Note: There can be additional delivery charges based on our policy.

Products sold by us Assured badge are shipped in packages with waterproof plastic wrap.

Fragile items like electronics are safely secured with bubble wrap. Other Sellers also follow standard packing procedure.

An item is marked as ‘Out of stock’ when it is not available with any sellers at the moment; you won’t be able to buy it now. Use ‘Contact’ feature to know once it’s available with us for purchase.

The products listed as ‘Out of Stock’ or ‘Temporarily Unavailable’ are not available for sale. Please use the ‘Contact’ feature to be informed of the product’s availability on Souha.

No, it’s not necessary to log into your Souha account to shop. We authorized to guest customers also to shopping with Souha. Shopping as a logged-in user is fast & convenient and also provides extra security.

You’ll have access to a personalised shopping experience including recommendations and quicker check-out.

NON-ORDER RELATED ISSUES

To view and manage your bookings,please login to your Souha account with your registered email address and password. All of your bookings will be available under ‘My Orders’ section. For any query about Modifications/Reschedule of booking,please call Customer Care +44 7397 654093

Once your order has been logged and payment authorization has been received,the seller confirms receipt of the order and begins processing it.
You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID (eg. OD01202130213),a listing of the item(s) you have ordered and the expected delivery time.
You will also be notified when the seller ships the item(s) to you. Shipping details will be provided with the respective tracking number(s).

Please refer the following in the terms and conditions of the offer to check if it is applicable on your order:
– Date of purchase
– Total order value
– Mode of payment
– Products that are part of the offer
– Maximum discount per transaction/card

Once your order has been logged and payment authorization has been received,We confirm receipt of the order and begins processing it.
You will receive an email containing the details of your order when the we receive it and confirms the same. In this mail you will be provided with a unique Order ID  a listing of the item(s) you have ordered and the expected delivery time.
You will also be notified when the seller ships the item(s) to you. Shipping details will be provided with the respective tracking number(s).

To deactivate your Souha account,follow these simple steps
1. Log into your Flipkart account
2. Go to My Account > Settings > Deactivate
3. Enter the password for your account
4. Choose ‘Confirm Deactivation’

PAYMENT RELATED QUESTIONS

If you typed an incorrect card number, name or card expiry date, you need to first delete the entered details by clicking on “Remove this card” and then add the card again with the correct details.

You can choose to pay for an order using any of the below methods:

  • Visa, MasterCard, Maestro and American Express Credit or Debit cards accepted by Stripe.
  • Cash on Delivery

You can choose to pay on Souha with any Visa, MasterCard or American Express credit card accepted by Stripe.

Online payments are monitored by our systems for any suspicious activity and some transactions are verified through extensive checks if we find that they are not authorised by the owner of the card. When we’re not able to rule fraud out in rare cases, the transaction is kept on hold and we ask the shopper to share relevant proofs. This is done to make sure that the transaction is genuine and authorised.

You can write to souha@souha-eternal-beauty.com for your corporate requirements.

ORDER RELATED QUESTIONS

We generally procure and ship the items within the time specified on the product page. Business days exclude public holidays and Sundays. Estimated delivery time depends on the following factors:

– We are offering the product
– Product’s availability with us.
– The destination to which you want the order shipped to.

You can check the expected delivery date of your order(s) on the ‘My Orders’ section of your Souha account on our website.

To place an order, please follow these steps:

1. Select the product you’d like to buy.
2. Add products to your cart or just hit ‘Add to Cart’
3. Choose or ‘Add delivery address’. Use a preferred payment mode and confirm the order

An e-mail will be sent once you’ve successfully placed your order. We’ll also let you know as soon as the seller ships the item(s) to you along with the tracking number(s) for your shipment(s). You can track your orders from the ‘My Orders’ section on your Souha account.

Sellers usually ship orders 1-2 business days before the delivery date so that they reach you on time. In case your order hasn’t been shipped within this time please contact our Customer Support so that we can look into it.

On the rare occasion that your order is delayed, please check your email & messages for updates. A new delivery timeframe will be shared with you and you can also track its status by visiting My Orders.

Couriers make sure that the delivery is re-attempted the next working day if you can’t collect your order the first time.

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again.

CANCELLATION AND REFUND

If you have received a mail from us confirming your refund request, it means that the refund has been initiated. You can also contact your bank with the transaction details you would have received for an update on the status of your refund.

In the rare event of the amount not being credited by the date promised, you can contact us as we will work with the bank to get it done.

Refunds are given when:

– The seller cannot provide a replacement
– A dispute has been ruled in your favour in-line with Buyer Protection
– We allow refunds on select categories under certain conditions

Please check the our Returns Policy on the product page for more details.

You can raise a request to return your items with these simple steps:

1. Log into your Souha account

2. Go to My Orders

3. Click on ‘Return’ against the item you wish to return or exchange

4. Fill in the details and raise a return request

Once you raise a request, you’ll get an email confirming that your request is being processed. Based on the item, your request may be automatically approved or you may be contacted for more details. If the request is approved, the item will be picked up after which you will get a replacement or refund. You can also track the status of your return request instantly from the ‘My Orders’ section of your Souha account.

No, We will not be able to accept returns after the time period mentioned in the Returns Policy.

Visit My Orders to check the status of your replacement.

In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up. Please check the email we send you for your replacement request for more details.