FAQS

1. What is Smoke Souq, and who are you? Smoke Souq is the first online multivendor marketplace in Dubai and the UAE for vapes, disposable vapes, E-Liquids, Pods, Vape Salts, shisha, and all other legal smoking accessories. Our legal name is Wahat aldukhan portal EST., and we operate under the brand name Smoke Souq.

2. How does Smoke Souq work? Smoke Souq brings together multiple licensed vape vendors from across the UAE, offering a wide range of vaping products. You can browse our website, explore products, select items from different vendors, and make purchases. We facilitate the ordering process, and our trusted third-party shipping service providers ensure safe and timely delivery.

3. Are the products on Smoke Souq of high quality? Yes, absolutely. We take pride in showcasing only the finest quality vaping products. Every item on our platform is sourced from licensed vendors, ensuring that you receive authentic and high-quality products.

4. What delivery options do you offer? We provide both same-day and standard delivery options across the UAE through our trusted third-party shipping service providers. You can choose the delivery option that suits your needs during the checkout process.

5. How can I track my order? Once your order is processed and dispatched, you will receive a tracking number via email or SMS. You can use this tracking number to monitor the status and location of your delivery.

6. Do you have promotions and special offers? Yes, we regularly feature promotions, discounts, and special offers on our website. Keep an eye on our homepage and subscribe to our newsletter to stay updated on the latest deals.

7. Is vaping a safer alternative to smoking? Many health experts believe that vaping can be a less harmful alternative to traditional smoking. However, it's essential to make informed choices and consult with a healthcare professional if you have concerns about your health.

8. How can I get in touch with your customer support team? You can contact Smoke Souq support, and we will redirect your query to the seller. Visit our "Contact Us" page on the website for assistance.

9. Can I return or exchange a product? We have a return and exchange policy in place. Please refer to our "Return and Return Policy" on our website for detailed information on the process.

10. Is Smoke Souq available outside of Dubai and the UAE? Currently, we primarily serve customers in Dubai and across the UAE. We do not offer international shipping at this time.

11. How do I create an account on Smoke Souq? To create an account, click on the "Sign Up" button on the top right corner of our website. Follow the prompts to enter your details and create a secure account.

12. Is there an age restriction for using Smoke Souq? Yes, Smoke Souq is only accessible to visitors above the age of 21. We have an age verification pop-up that confirms the visitor's age when they first access our website.

13. How do I verify my age on Smoke Souq? Our age verification process is automatic and occurs through a pop-up when you first visit our website. Make sure to provide accurate information to confirm your age.

14. Can I change my account information after creating it? Yes, you can update your account information, including name, address, and contact number, by logging in and accessing the "Account Settings" section.

15. How do I place an order on Smoke Souq? Browse the products, add items to your cart, and proceed to checkout. Follow the steps to provide delivery details and choose a payment method. Confirm your order to complete the purchase.

16. What payment methods do you accept? We accept payments through Mamopay and Tamara, our third-party payment gateways. You can use various methods, including credit/debit cards.

17. Are my payments secure on Smoke Souq? Yes, your payments are secure. Our third-party payment gateways use encryption technology to ensure the confidentiality and security of your payment information.

18. Can I cancel my order after placing it? Once an order is confirmed, cancellations are not guaranteed. Contact our customer support team immediately for assistance.

19. How do I contact a specific seller on Smoke Souq? You can contact Smoke Souq support, and we will redirect your query to the seller. Visit our "Contact Us" page on the website for assistance.

20. Do you have a mobile app for Smoke Souq? Yes, we do have a mobile app. You can download our app from the Google and Apple stores. Our app is called Smoke Souq.

21. How do I reset my password if I forget it? Click on the "Forgot Password" link on the login page, and you'll receive instructions via email to reset your password.

22. Can I order from multiple sellers in one transaction? Yes, you can add products from multiple sellers to your cart and proceed with a single transaction.

23. Do you have a loyalty program for regular customers? We are working on implementing a loyalty program. Stay tuned for updates on our website and newsletters for any announcements.

24. How do I unsubscribe from your newsletter? You can unsubscribe from our newsletter by clicking the "Unsubscribe" link at the bottom of any newsletter you receive.

25. Are there restrictions on the quantity of products I can order? There may be quantity restrictions on certain products. Check the product details or contact the seller for specific information.

26. Do you offer gift cards on Smoke Souq? Currently, we do not offer gift cards, but we are exploring this option for the future.

27. Are there any restrictions on the type of products sold on Smoke Souq? We only allow the sale of legal vaping products on our platform. Any restricted items are promptly removed.

28. How can I become a seller on Smoke Souq? If you are a licensed vape seller, you can apply to become a seller on our platform through the "Sell with Us" section on our website.

29. Are there any fees for becoming a seller on Smoke Souq? We have a seller partnership program, and fees may apply. Contact our support team or visit the "Sell with Us" section for detailed information.

30. What measures do you take to ensure the authenticity of products? We verify the licenses of our sellers and ensure that all products on our platform meet legal standards. If you suspect counterfeit products, please contact our support team.

31. Do you have a live chat option for customer support? Yes, we do have a live chat option on our website. You can click the chat globe at the right bottom of the home page to contact us.

32. How do I provide feedback about my shopping experience? We value your feedback! You can provide feedback through reviewing the products and review us if you like.

33. Do you have a wishlist feature on Smoke Souq? Yes, we do have a wishlist feature.

34. How often do you update your product inventory? Product inventory is regularly updated as new products are added and existing ones are restocked. Check our website for the latest offerings.

35. Can I review and rate products on Smoke Souq? Yes, we encourage customers to leave reviews and ratings for products they've purchased. Your feedback helps other customers make informed decisions.

36. Do you have a blog or educational resources about vaping? Yes, you can find our blog series at the bottom of the home page.

37. How can I track the status of my age verification? If you have concerns about your age verification, please contact our support team for assistance.

38. How do you handle product recalls, if any? In the event of a product recall, we work closely with our sellers to ensure the swift removal of affected products and communicate the necessary information to customers.

39. Is there a limit to the number of products I can order in one transaction? There is no strict limit, but for large orders, please contact our support team to ensure smooth processing and delivery.

40. Do different products have different return windows? Yes, the eligibility and return windows for returns and refunds may vary based on the type of product. Each product's specific return window is indicated on the product's page. The general return window is for 3 days after the shipping date.

41. How do I initiate a refund request for a damaged or faulty product? To initiate a refund request:

    • Customer Account: You will have a return option enabled in your customer account to initiate a return. This window varies based on the product type.
    • Contact Support: Alternatively, you can also contact Smoke Souq support to initiate a refund. Please provide details and proof of the damaged goods for a swift resolution.

42. Is there a specific process for returning products due to a change of mind? Products cannot be returned due to a change of mind or reasons unrelated to product damage or faults. The return and refund policy primarily covers damaged or faulty products.

43. Why does Smoke Souq have a strict no-refund policy on disposable vapes? Smoke Souq has a strict no-refund policy on disposable vapes due to their nature and usage. Disposable vapes are designed for single-use, and the policy ensures compliance with health and safety standards.

44. How does Smoke Souq handle refund variations for products? Refunds for products other than disposable vapes may vary based on the approval of Smoke Souq and the seller after investigating the refund request. Smoke Souq may refund full or partial amounts depending on the circumstances of the refund case.

45. What is the role of Smoke Souq in assisting with warranties or claims? Smoke Souq will assist you in redirecting to the seller for warranties or claims. If you encounter issues with a product after purchase, we facilitate communication between you and the seller to address any warranty or claim concerns.

46. Are there any hidden charges or fees associated with the return and refund process? No, there are no hidden charges or fees associated with the return and refund process. The refund amount will include the product's purchase price, excluding delivery charges.

47. Can I track the status of my refund request? Yes, you can track the status of your refund request by contacting Smoke Souq support. Our team will provide updates on the verification process, product collection, and the estimated timeline for the refund to be processed.

48. Can I initiate a return for multiple items in a single order? Yes, you can initiate a return for multiple items in a single order. Follow the return process for each item within the specified return window.

49. What happens if the vendor is unable to collect the faulty product for a refund? If the vendor is unable to collect the faulty product, please contact Smoke Souq support. We will work to find a suitable solution, ensuring a fair and timely resolution to the issue.

50. Can I request a replacement instead of a refund for a damaged or faulty product? Yes, in certain cases, you may have the option to request a replacement instead of a refund for a damaged or faulty product. Contact Smoke Souq support to discuss the available options.

51. How does Smoke Souq ensure a secure and efficient refund process? Smoke Souq prioritizes a secure and efficient refund process by collaborating with trusted payment providers and ensuring transparent communication between customers and sellers. Our goal is to make the refund process as smooth as possible for our customers.

Feel Free to contact SMOKE SOUQ incase of any further queries. Thank You!