Frequently Asked Questions (FAQ)

General Questions

• Is Alpha Souq a Pakistani brand?
  Yes! We are proudly homegrown in Pakistan, supporting local artisans and craftsmen while maintaining international quality standards.
• Do you have a physical store?
  Currently, we operate exclusively online. This allows us to keep our costs low and provide you with premium wood and acrylic decor at the most affordable prices.

Ordering & Payments

• How do I know my order is confirmed?
  Once you place an order, you will receive an automated acknowledgment. However, the contract is officially formed only when you receive our Shipment Confirmation message.
• Is it safe to pay in advance?
  Absolutely. We use secure, encrypted payment gateways. Plus, all advance payments (Bank Transfer/Wallets) qualify for Free Home Delivery across Pakistan!
• Are there any hidden interest charges?
  Never. Alpha Sou'q operates on a 100% Riba-free basis. The price you see at checkout is exactly what you pay.

Shipping & Delivery

• How long will it take to get my decor?
  Most orders reach our customers within 3–5 working days. For custom-made orders, please allow an additional 2 days for crafting.
• What if my item breaks during delivery?
  Don't worry! Under the principle of Safe Delivery, we take full responsibility. If your item arrives damaged, just send us a photo within 24 hours, and we will send a replacement for free.
• Do you ship to my city?
  We deliver to all major cities and towns across Pakistan covered by our courier partners (TCS, Leopards, etc.).

Returns & Refunds

• Can I return an item if I just don't like the wood grain?
  Yes, under Khiyar-e-Ru’yat (Option of Inspection), you can return it within 30 days. However, please remember that natural wood is unique; variations in patterns are what make your piece one-of-a-kind!
• What is a "Restocking Fee"?
  For "Change of Mind" returns, we deduct a 10% fee to cover the administrative and repackaging costs.
• How can I avoid the 10% restocking fee?
  Simple! Choose Store Credit instead of a cash refund. We waive the fee entirely, giving you 100% of your money back to spend on another Alpha Souq item.
• Can I return a custom-engraved item?
  Because personalized items are made specifically for you, they cannot be returned unless there is a physical defect or error on our part.

Product Care

• How do I clean my acrylic decor?
  To avoid scratches, use only a soft microfiber cloth with water or a mild soap. Never use harsh chemicals or alcohol-based cleaners on acrylic surfaces.
• Does the wood need special care?
  Our wood is treated for durability, but we recommend keeping it away from direct sunlight and excessive moisture to prevent natural warping over time.