Returns & Refunds
Hassle-free returns on eligible items
14 Days
Return window
Easy Drop-off
16,000+ DPD Pickup shops
Quick Refunds
Within 5–7 working days
Full Refund
On faulty or damaged items
Your Cancellation Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your legal right and nothing in this policy reduces it.
Exemptions: The 14-day cancellation right does not apply to:
- •Perishable goods or goods that expire or deteriorate rapidly
- •Sealed food or drink products that have been opened after delivery, where the seal has been broken
For non-perishable, sealed items (such as unopened teas, spices, and dried goods), you may return them within 14 days of delivery provided they remain sealed and in their original condition.
Items That Cannot Be Returned
Due to food safety and hygiene regulations, we cannot accept returns on:
- •Any food or drink product that has been opened or had its seal broken
- •Perishable items (products with a short shelf life or that require refrigeration)
- •Products that have been mixed with other goods after delivery
- •Items not in their original, resalable condition
How to Return an Item
Contact us at support@souqio.co.uk within 14 days of receiving your order. Include your order number and the reason for the return.
We will review your request and, if approved, provide you with a DPD returns label via email.
Pack the items securely in their original packaging. Attach the returns label to the outside of the parcel.
Drop your parcel at any of over 16,000 DPD Pickup shops across the UK, including Post Office and Sainsbury's locations. You can find your nearest shop at dpd.co.uk.
You will receive email confirmation and tracking updates as your return makes its way back to us.
Return Shipping Costs
| Reason for Return | Who Pays Return Shipping? |
|---|---|
| Changed your mind | £6.33 deducted from your refund |
| Faulty, damaged, or incorrect item | Free — we cover the cost |
Refunds
Once we receive and inspect your returned item, we will process your refund to your original payment method. Please allow:
- •1–2 working days for us to inspect and approve the return
- •3–5 working days for the refund to appear on your card statement
- •PayPal refunds: 1–2 working days
Please note for change-of-mind returns:
- •Original delivery charges are non-refundable.
- •If your order qualified for free delivery (orders over £75), £5.99 will be deducted from your refund to cover the original shipping cost.
- •The return shipping cost of £6.33 will also be deducted from your refund.
For faulty, damaged, or incorrect items: you will receive a full refund including all delivery charges, with no deductions.
Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery at support@souqio.co.uk. Please include:
- •Your order number
- •Photographs of the damaged or incorrect item(s) and packaging
- •A brief description of the issue
We will either send a replacement or issue a full refund at no cost to you. In some cases, we may not require you to return the item.
Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.
Late or Missing Refunds
If you have not received your refund within 10 working days of our confirmation email, please:
- •Check with your bank or card provider, as processing times vary.
- •If you still have not received it, contact us at support@souqio.co.uk and we will investigate.
Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, or refund regardless of the timescales above.
Contact Us
Email: support@souqio.co.uk
Phone: +44 333 344 9366 (Mon–Fri, 9am–6pm)
This policy was last updated on 20 February 2026.