Search
English

Frequently Asked Questions

Returns and Refunds

 

How can I return an item?

You can return the items in its original state within 7 days of receiving it. The returned product must be in the same condition as it was received in, in the original box or bag of the brand, well sealed, and inside an additional box or bag so that the shipping company is unable to put labels on the product. Defects within the parcel or product could lead to the cancellation of the refund.

 

Refunds deadline

The deadline to receive a pending refund is up to 21 days from the cancellation / modification of the order. Considering returned items, please keep in mind that first, our warehouse must check the condition of the product in order to confirm that it is in the same condition in which it was delivered to the customer.

 

Have you received my returned items?

If we have not contacted you yet it is because our warehouse hasn’t confirmed your returned item has arrived at our warehouse. As soon as this is verified and checked, we will contact you. We will finalize this procedure by refunding your money.

 

How long does it take to process a refund?

Please note that depending on the carrier you chose, the package will take between 5 to 10 days to arrive to our facilities. Once it arrives, it can take up to 10 days to make all of the necessary arrangements, therefore a return can take up to 21 days. Once the refund  is verified, we will notify you of the result and proceed with the corresponding payment. Please remember that we do not make reposition orders.

 

Non-returnable products

"The non-returnable products include:

- Alimentary products.
- Costume jewellery for performances.
- Beauty products, cosmetics and hair products without the seal of guarantee."

 

They have not collected my return

If the shipping company hasn’t gone to the pick up address within 24-48 hours of the pick up confirmation, please contact our Customer Service.

 

Order issues

 

My order hasn't been delivered yet.

If your order hasn’t been delivered it can be for several reasons. First, please check your estimated delivery date in your customer account or in your Order Confirmation email (please allow until this date for your order to arrive). If the estimated delivery date is later than today’s date, don’t worry, everything is going as planned and you should receive your products shortly.

"My order is in process:

If your order is in process it is because it is still in our facilities and is being prepared for shipping. The duration of this state (“in process”) can be anywhere from 1 to 10 days depending of the items you ordered. If it is more than 10 days then this could indicate an unusual incident.

In this case we will inform you as soon as possible. Be sure to check your email as we may have already sent a message regarding this problem. If you have any questions you can contact us first.

Once your order has been dispatched we will send you an email with a link so you can track it. Pay attention!"

"My order is in shipping:

If your order is “in shipping” then you will receive your order promptly. You will receive a shipping confirmation email from our warehouse once your order is on its way"

 

What happens when I change my order and the resulting amount is less than the initial?

If your modification consists of eliminating an item we will refund the price of this through the same method of payment used during the original purchase.

 

What happens when I change my order and the resulting amount is higher than the initial?

If your request is to add products, then we will do the modification for you and we will send an email with an attachment to a payment link in order to pay the difference. Once the payment is made,your modification will be completed.

 

Cancel my order

The amount of the order will be refunded through the same method of payment used at the time of purchase up to 21 days from the moment of cancellation.

 

How do I know if my order has already been shipped?

Once your order leaves our warehouse, we will send you an email & SMS

 

I received a damaged product

"In this case, you will have to provide a photo archive showing the broken part or parts of the product you have received. Specifically, we would need the following pictures:

1) Picture of the condition of the affected material.

2) Picture of the box including the sticker of the transport agency.

When we receive this information, we will contact you to resolve the problem."

 

I received an incorrect product

"Please send a photo file that shows the product you have received. Specifically, we would need the following pictures:

- Photo of the product you have received.
- Photo of the barcode of the article in question.
- Photo of the box including the sticker of the transport agency."

 

An item from my order is missing

"The shipment consists of two packages

In some cases the delivery of your order is made in two shipments due to the content of the merchandise. If your order has been sent separately check the delivery note. The delivery note will have the list of items that are supposed to be sent in this package.

 

Lack of availability of some product

You may not receive a product of your order due to lack of stock. In this case we will email you informing you of this problem. The eliminated product will be paid to you through the same method of payment used at the time of purchase.

 

Logistic error

It may be the case that an error occurs in our facilities and a product is therefore missing. In this case, you must inform us which product you have not received. We will need a photo of the delivery note of the shipment, which you will find in the box in which you received the order. Once we receive this information we will refund you the corresponding amount of the product that was not received."

 

I bought a product but now it has a different price on the web

"As an online business, we act much faster in adjusting our prices in response to market trends, stock and customer demand when comparing to a non-ecommerce businesses.

Therefore, prices can rise and fall day by day. For this reason, price variations are non-refundable."

 

Missing parts of a product

"To help you resolve this issue we will need you to make a brief description of the missing piece (s). The instruction manual received with the product will have numbers of the parts that come with the product and these numbered parts must be stated and sent to us.

In this case we will contact the brand of the product and have them send the missing pieces to you so that you may enjoy the product as soon as possible. The management deadlines for this incident can vary between 10 to 20 days.

As soon as you file this report, a member of our Customer Service team will contact you shortly in order to resolve your case."

 

Shipping

 

Shipping Information and Options

"Before validating your purchase you can choose in the ""Your Cart"" page which shipping service you prefer.

 

If you place your order before 12 noon UTC + 1 noon, your order will be processed the same day. Orders placed after 12 noon will be handled the following day.

In the cart, you will see the transit times once the order is shipped from our warehouse. The date of availability of the product can be found in the tab of each product.

 

Shipping times are counted by weekdays. No shipments are made on weekends or holidays."

 

Payment and promotions

 

What payment methods do you offer me?

"We offer different payment options, you can use any of the following methods:

Credit card.
The security of your data is of vital importance for us, therefore we do not keep any data related to the payments. Your data goes directly to the platforms of authorized banking entities.

 

All payments we receive pass a validation against fraud, preventing unauthorized purchases."

 

How can I get a discount code?

"Although we work to have the cheapest prices possible, we launch promotional discounts occasionally.

 

These discount codes can be received by subscribing to our Newsletter or following our news on social media networks. For easier access, our most important promotions are included directly on our homepage.

 

It is important to know the discount code that you will use and confirm that it can be applied towards the purchase you want to make."

 

Product & Stock

 

Can you give me more information about a product?

"We have a team of specialists that provide all of the information of each product on the web. The team also writes different opinions that will better help you choose between one product or another.

However, if there is any kind of information you need and we have not offered, you can send us the question and we will respond as quickly as possible. The response time will depend on whether we have to speak with our suppliers or is exclusively an opinion consultation of our team of specialists."

 

How can I place an order?

"Here is the step by step process to correctly place an order:

First you must browse our website to find the product you are looking for. When you have found it, simply select the model you want, indicate the number of units you would like to buy and click on the ""Add to cart"" button. By doing this, you will have the products selected.

When entering the shopping cart you will see the selection of products and their price. and go to the input screen of your data by clicking on the purchase process.

Once you are in the data entry screen, we will ask you for basic information to be able to make the shipment correctly. Following the data information, you are able to enter a discount coupon if you have one.

Finally, you will be able to select the method of payment that you prefer and, after clicking the continue button, we will send you to the payment gateway of the provider.

Once you have filled in the personal data in the payment gateway and we have verified that everything has been done successfully, you will be sent to a confirmation page where you can see the summary of your purchase.

 

You will receive all of this data by email so that you can consult it at any time and, if you have any concerns, you are able to contact our Customer Service team and they will assist you in any way possible."

 

I am viewing a product but it seems that it is out of stock. When will it be available?

"If a product is out of stock and we do not have a definite answer as to when it will be available again, we can offer you the possibility to sign up for the product waiting list. As soon as it becomes available, we will notify you.

However, we are aware that there are some products of urgent need and in these cases, we will show you a series of alternatives so that you can know substitute products that share the same main characteristics as the original product.

You should know that we work directly with the best suppliers in the sector with a stock-sharing service. All of our catalog is in stock in our facilities or the facilities of our supplier.

We replenish our stock on average every 24 hours unless there are problems with manufacturing or the product has been discontinued.

The state of our stock is shown in each of the tabs of our products and updated in real time."

 

Is it possible to make wholesale purchases?

"Although we are a store focused directly to the public, we personally attend the possible consultations of professionals.

If you are a professional and you plan to make a volume purchase, contact us and one of our advisors will respond to you as soon as possible."

 

Technical support

 

I cannot access my account, what can I do?

"To access our online store you will be asked to enter your email address and the password you entered at the time of your registration. If you experience problems logging in, verify that both fields are correct.

If the email is correct and the problems continue, we recommend that you reset your password. To do this, above the password box you will see a link that says “Forgotten your password?” Your user email will be requested and we will send you the instructions to reset it.

If at this point you still have problems accessing your account, contact our customer service team and we will try to locate and solve the problem."

 

I want to receive your emails, what do I have to do?

"Congratulations! You'll be up to date on all of our promotions.

 

To receive our emails just go to the bottom of the page in any part of the website and enter your email in the section ""Newsletter"" and click on the ""Submit"" button.

 

You will instantly see a confirmation message to our newsletter and from that moment you will start to receive our emails."

 

How can I create a customer account?

"Although it is not necessary to register to buy on our website, you can register as a user quickly and easily.

 

Click on ""My Account"", located at the top right of the website and then click on ""Create Account"". To be a customer you will only be asked for your name so we can contact you, an email where we will contact you and a password.

 

The rest of the information will be requested when you make your first purchase. As simple as that!"

 

How can I search for a product on your website?

"We have different ways of searching the products on our website.

 

The easiest way to search for a specific product is by using the search engine that you will find at the top of the page. The search engine will aid you in finding products based onwhat you are looking for and have written.

 

Another way to browse our website is through product categories. The web is divided into families and subfamilies of products to locate the products you are searching for as simple as possible.

 

We also have a series of custom filters that will help you to better filter the results you are searching for.

 

We hope that the navigation on our website is to your liking."

 

Manage my account

 

What is My Account?

Your Account is the space you sign in after entering your username and password. In that space , you can use the calculator diets for your pet, control your pending orders, to know all the products you have purchased, etc ...

 

How can I create an account on Salouki.com?

To create an account on Salouki.com, simply provide us with your email address, check your inbox, verify your email address and follow the steps to signup.

 

How can I add a new address to my address book?

In your Account you will find the option to "Edit or add adress". 

  

How can I create a secure password?

To create a secure password, we recommend a mixture of number and letters

 

How do I sign out of my Salouki account?

To sign out of your account, go to "My Account" and click "Sign out", at the top right of the screen.

 

How do I cancel my subscription to the newsletter?

If you currently receive newsletters, go to a previous newsletter and at the bottom of the page, you will find a link in which you can unsubscribe. Your email address will be removed from our database. Please allow 48 hours for the change to take place.

 

Can I change my username, my email address or password?

Yes. This is possible. You just need to log in to your account and click "Edit Data", then you can make the required changes.

 

What can I do if I have forgetten my password?

"At the top of the website, you can log on to your personal account. If you have forgotten your password, enter the email address used for the account and click on the link ""Forgotten password"".

You will receive an e-mail with the instructions on how to reset your password."

 

How to close a customer account ?

To close a customer account please get in touch with our customer service team using the contact us section on our website.