MY SOUQ

At My Souq eg, we value your feedback and are here to assist with any questions, concerns, or issues you may have. This Contact Us Policy outlines the different ways you can reach us and how we handle your inquiries.

1. How to Contact Us

We offer several convenient methods for you to contact us, depending on the nature of your inquiry:

a. Email
You can reach our customer support team via email at mysouq@mysouq.com.eg. We strive to respond to all inquiries within 6 business days. Please ensure you include relevant information such as your order number, the nature of your inquiry, and any other details that can help us address your issue promptly.

b. Phone
For more immediate assistance, you can contact us by phone at 01200818888. Our customer support team is available 5 days, If we are unable to answer your call, please leave a message, and we will get back to you as soon as possible.

c. Live Chat
For instant assistance, use the live chat feature on our website. Our customer support agents are ready to help you with quick questions, order status inquiries, or product information during our business hours.

d. Social Media
You can also contact us via our official social media profiles. We are active on the following platforms:

  • Facebook: www.facebook.com/MySouqEg

  • Instagram: www.instagram.com/mysouqeg1

  • Twitter: x.com/mysouqeg

  • Linkedin: www.linkedin.com/company/mysouqeg

Please note that response times on social media may vary depending on the platform and the nature of your query.

2. What to Include When Contacting Us

To ensure a prompt and accurate response, we kindly ask that you provide the following details when reaching out:

  • Full name

  • Email address

  • Order number (if applicable)

  • Description of the issue or question

  • Relevant attachments (e.g., photos, invoices, or receipts)

Providing this information will help us resolve your inquiry more efficiently.

3. Response Times

  • We strive to respond to all emails, phone calls, and messages within 6 business days.

  • For urgent issues, such as missing or damaged orders, we recommend contacting us via phone for quicker assistance.

  • If your inquiry requires additional investigation, it may take longer to respond, but we will keep you updated throughout the process.

We aim to provide the highest level of customer service, and we appreciate your patience as we work to resolve any issues.

4. Business Hours and Availability

Our customer support team is available to assist you during the following hours:

Saturday to Thursday: 8 a.m. to 4 p.m.

Outside of these hours, we may experience delays in responding, but we will get back to you as soon as possible during the next business day.

5. Customer Feedback

We welcome and value your feedback, whether it’s about our products, services, or your overall shopping experience. If you have any suggestions or comments on how we can improve, we would love to hear from you. Your feedback helps us grow and better serve our customers.

6. Escalation of Issues

If you feel your issue has not been resolved satisfactorily, you may request to escalate the matter to a supervisor or manager. We are committed to addressing and resolving all concerns in a fair and efficient manner.
Contact Us
If you have any further questions or need assistance, don’t hesitate to reach out to us via the methods listed above. We’re here to help!