At Souq-Al-Madina, we believe in honest trade (Tijarat) and transparency. Our goal is to deliver your Islamic essentials—whether it’s a heavy set of Dars-e-Nizami books or a delicate bottle of Oudh—safely to your doorstep.
1. Shipping Policy
Processing Time:
Orders are processed within 24 hours of confirmation.
Orders placed on Sundays or Public Holidays will be dispatched on the next working day.
Delivery Time:
Punjab: 2 to 3 working days.
Rest of Pakistan (Sindh, KPK, Balochistan, AJK): 3 to 5 working days.
Note: Delivery times may vary during Ramazan, Eid holidays, or extreme weather conditions.
Shipping Charges:
Standard Shipping: Delivery charges are calculated based on the weight of your parcel at checkout.
Free Shipping: We offer FREE Delivery on all orders above PKR 3,000.
Courier Partners: We use trusted courier services (Trax, PostEx, Leopards, and M&P) to ensure your parcel is handled with care.
Order Tracking: Once your order is dispatched, you will receive a Tracking Number via SMS or Email. You can use this to track your parcel’s journey.
2. Returns & Exchange Policy
We want you to love what you ordered. However, if something goes wrong, we are here to fix it.
Eligibility for Return/Exchange: You can request a return or exchange within 3 days of delivery if:
Damaged Item: The book is torn, binding is damaged, or the perfume bottle is broken/leaking.
Wrong Item: You received a product different from what you ordered (e.g., wrong book volume or scent).
Incomplete Order: An item is missing from your package.
Non-Returnable Items:
Used or opened fragrances (Attar/Perfumes) cannot be returned due to hygiene reasons unless they were broken upon arrival.
Items purchased during a “Clearance Sale.”
How to Request a Return:
Don’t Panic: Take a clear picture or video of the damaged/wrong item.
WhatsApp Us: Send the picture along with your Order Number to 0312-6561574.
Resolution:
Option A: We will send you a replacement immediately (Free of charge).
Option B: We will refund your amount via JazzCash, EasyPaisa, or Bank Transfer.
3. Order Cancellation
You may cancel your order at any time before it has been dispatched from our warehouse. Once the parcel has been handed over to the courier, the order cannot be canceled.
To cancel, please WhatsApp us immediately at 0303-6766888
4. Damaged Parcels (Courier Issues)
We pack every book with bubble wrap and sturdy cardboard to prevent damage. However, if a parcel arrives in a visibly damaged condition (crushed box), please do not accept it from the rider and contact us immediately.
Need Help? Contact our Customer Support at 0303-6766888 (Monday to Saturday, 10 AM – 9 PM).