Frequently Asked Questions

General Questions:

How to search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get to the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is more affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

Shipping & Tracking:

How much time does it take for shipping?

Shipping time varies by location. The maximum shipping time is 90 business days. This doesn’t include our 2-5 day processing time.

To know more about shipping and delivery, please click here or visit our shipping page.

How do I get my tracking information?

You will receive an email with a tracking number once your order is shipped but sometimes in the case of free shipping tracking is not available. For logistical reasons, items in the same purchase may be sent in separate packages even if you’ve specified combined shipping.

How do I track my order?

You can visit our tracking page or click here and use your tracking number which you have received in the order shipped email notification.

Please be advised that sometimes there might be delay for cross-border tracking information updates.

Why is my tracking information not available on tracking page?

Sometimes there might be delay for cross-border tracking information updates.

Don’t worry, your money and package have always been protected, and all you need to do is wait for shipping information update.

In the meantime, you can click here and use your tracking number to check the current status of your shipment.

Why is my shipment taking longer than estimated delivery time?

Due to a sharp slowdown of global logistics efficiency, the buyer protection time has been extended to 90 days instead of the previous 45 days. Please wait for the order with kind patience. Your understanding is highly appreciated.

Please refer to Covid-19 Updates for more information.

Orders and Cancellation:

Can I cancel my order?

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

When can I get a refund?

You can request a refund or reshipment for ordered products if:

  • You do not receive them within the guaranteed time (90 days not including 2-5 day processing)
  • You receive the wrong item
  • You do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

  • Your order does not arrive due to factors within your control (e.g. Providing the wrong shipping address)
  • Your order does not arrive due to exceptional circumstances outside our control (e.g. Not cleared by customs, delayed by a natural disaster).
How do I submit a refund request?

You can submit refund requests within 15 days after the guaranteed period for delivery (90 business days) has expired. You can do it by sending a message on the Contact Us page, or writing us at support@souqfort.com

© Copyright 2021. Kloudux Trading - All Rights Reserved

Shopping cart