FAQ's

How do I create my online account?
You can create your online account from any page on the shopping website by clicking onto “My Account” then “Create Account”. You will be asked to enter your personal details including your name, date of birth, email address, phone number and billing address. You will also enter a password of your choice so that your online account can only accessed by you. Once you have created your online account this will enable you to complete the shopping process quickly, to email to your friends and track any orders that you make. You can edit your online account information at any time by logging into “My Account”.

What do I do if I’ve forgotten my password?
If you have forgotten your password, click onto the “Forgotten Password” link within “My Account.” You will then be asked to enter your email address and we will email a new password to you to login with.

How do I subscribe / un-subscribe to Souk Designs newsletters?
To subscribe to receive newsletters from us, log into “My Account” and click on the subscribe. There you can tick the newsletter box and update button.

You can unsubscribe from receiving newsletters from Souk Designs. To do this just log into “My Account” and click on the un-subscribe. There you can un-tick the newsletter box and update button.


Can I order by phone?
We prefer orders to be placed through our website but if this is not possible, then yes you can order by phone. Our telephone number is  01926 316602  and we can take orders Monday – Friday between 9.30am – 5.30pm. There is no extra charge for placing an order over the phone and if you have an e-mail address we will be able to send you an email confirmation in the usual way. If not this will be posted to you.

What if an item is out of stock?
If an item is out of stock we will contact you to inform you. You can then arrange for another order to be placed once we have more stock or, alternatively, cancel your order.

How do I redeem a discount code?
When you reach page 2 of the check-out process, you will be able to enter the discount code into the field provided.

Which methods of payment do you accept online?
We accept the following cards in payment for purchases made online: Mastercard, Visa, Switch (Maestro) Solo, Electron.
Unfortunately we can not accept Diners, American Express or JCB.


Is it safe for me to give my personal and credit card details on soukdesigns.com?
Please refer to our Privacy Policy in regards to Personal Data
We do not hold any of your credit card details anywhere on our website. They are simply passed securely to our E-payments processor (Protx) for authorisation by your bank.
Protx is audited by an independent auditor on a regular basis to ensure that they comply with the latest security standards set out by Visa and MasterCard. Please locate and click on the padlock image which can be found on their payment pages to confirm that your details are collected in a secure environment. The padlock is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.
Once you have entered your card details, Protx will securely send these details to the bank to be authorised. This is a completely secure process and they ensure that your details cannot be accessed by a third party.

What is 3D Secure?
3-D Secure was developed by Visa and Mastercard to improve the security of Internet payments. A transaction using Verified by Visa/SecureCode will initiate a redirect to the website of the card issuing bank to authorize the transaction. You will then be required to enter your online password for the transaction to go though. If you haven't registered with verified by Visa/SecureCode your card issuing bank will ask you to register when you are redirected. Once registered you will not have to go through this process again and you will use the same password every time you purchase on a website with 3D secure.

How do I know if my payment has gone through?
When you pay for your order you will be sent to either a successful payment page or a failed payment page on the merchant website. You may also receive a confirmation email from the Protx system which confirms the status of your transaction.
If you are in doubt about the status of your order, please contact Souk Designs with all the relevant details and we will be able to advise you of your order status.

I received an error code, what do I do?
Please email this code to support@protx.com and they will advise you on how to proceed.

My credit card has been rejected as it is the wrong length / the issue number is incorrect
The Protx payment system will detect and reject any card number which is incorrectly formatted. If you believe that their system should accept the details you are entering, please email the first 6 digits of your card number to support@protx.com and they will advise you further.

Do you deliver outside mainland UK and Northern Ireland?
Unfortunately we do not deliver outside of the mainland UK.

Can I deliver my order to multiple addresses?
At this time you can have your order delivered to only one address. If you wish to send items to several addresses please place separate orders for each address. Should you require assistance please contact laura@soukdesigns.com who will help you put your order through.

When do I have to order by for same day despatch?
Mainland UK orders must be received by 3pm (Mon – Fri)  in order to have same day despatch. Saturdays, Sundays and Bank Holidays do not count as normal working days and therefore will be dispatched on the next normal working day.

How much do you charge for delivery?
The postage cost varies according to the weight of the package. Any item over £50 in value will be sent next day Special delivery.
For further delivery information please see our delivery information section.

What if I’m not in when you deliver?
Most items are despatched in a small jiffy bags, which are small enough to fit through a letterbox. Larger items are sent by Special Delivery and Royal Mail will leave a card to let you know that they attempted delivery. You can then contact them to re-arrange delivery or leave the goods at a local post office for collection.

I still haven’t received my order despite receiving a despatch email.
In the unlikely event that this occurs please contact laura@soukdesigns.com and we will investigate for you.
Before you contact us, please read your order confirmation email to check the delivery options you chose. Please also check what time you placed your order as if it was placed after 4pm it will be despatched the following day. If you have received a card from Royal Mail it will have a telephone number that you can call to arrange an alternative delivery.

What should I do if I haven’t received all the items I ordered?
Please check your order as soon as you receive it. All the items should match the items listed on the despatch note. If this is not the case, please contact laura@soukdesigns.com and quote your order number.


Can I return or exchange an item?
Please refer to our Returns Policy under thInformation tab.


How do I contact Souk Designs?
You can contact Souk Designs Monday – Friday, 9.30am – 5.30pm

Contact us by email:    laura@soukdesigns.com
Contact us by phone:   01926 316602

Our postal address is:
Souk Designs
17 Chapel Court
17 Portland Street
Leamington Spa
Warwickshire
CV32 5EW