FAQS
01 What is Smoke Souq, and who are you?
Smoke Souq is the first online multi-vendor marketplace in Dubai and the UAE for vapes, disposable vapes, e-liquids, pods, vape salts, shisha, and other legal smoking accessories. Our legal name is Wahat Aldukhan Portal EST. and we operate under the brand name Smoke Souq.
02 How does Smoke Souq work?
We bring licensed UAE vape vendors together on one platform. You can browse products (even from multiple sellers), add to cart, and check out once. Orders are fulfilled and delivered by trusted third-party couriers.
03 Are the products on Smoke Souq of high quality?
Yes. Listings come only from licensed UAE vendors. Products are authentic, legal, and fresh in production date, meeting applicable UAE standards.
04 What delivery options do you offer?
- Same-Day Delivery – 25 AED (selected areas)
- Standard Delivery (1–2 days) – 20 AED (all Emirates)
- Abu Dhabi & Western Region – 30 AED
05 How can I track my order?
Use any of these:
- Track Order page (footer link)
- Tracking link sent by email
- Tracking link sent by WhatsApp
06 Do you have promotions and special offers?
Yes—check the homepage, product listings, and subscribe to our newsletter for current deals.
07 Is vaping a safer alternative to smoking?
Some public sources suggest vaping may be less harmful than smoking, but it is not risk-free. Make informed choices and consult a healthcare professional if you have health concerns.
08 How can I get in touch with your customer support team?
Visit Contact Us, use live chat on our site, or email/WhatsApp us. For seller-specific product issues, we’ll route your message to the vendor.
09 Can I return or exchange a product?
- No returns/refunds on consumables: disposable vapes, e-liquids, shisha flavors/molasses, and similar items.
- Other eligible items may be returned within 3 days of delivery if defective.
10 Do different products have different return windows?
Yes. See each product page for its return window. Generally, eligible items have a 3-day window from delivery date.
11 How do I initiate a refund request for a damaged or faulty product?
- From your customer account, use the Return option (if enabled for that product), or
- Contact support with your order number and clear photos/videos of the issue.
12 Is there a specific process for returning products due to a change of mind?
No. Returns for change of mind or non-defective items are not accepted.
13 Why do you have a strict no-refund policy on disposable vapes?
Disposable vapes are single-use items. For safety, hygiene, and regulatory reasons, they cannot be returned or refunded once opened/used.
14 How does Smoke Souq handle refund variations?
Depending on verification, refunds may be full or partial for eligible non-consumable products. Delivery fees are non-refundable.
15 Are there any hidden charges or fees in the return/refund process?
No hidden charges. Approved refunds cover the product price only (delivery charges excluded).
16 Can I request a replacement instead of a refund?
Yes—subject to stock availability and approval during case verification.
17 Can I initiate a return for multiple items in a single order?
Yes, if each item is eligible and within its return window. Submit a return per item.
18 What if the vendor can’t collect the faulty product?
Contact support. We’ll arrange an alternative collection method to resolve your case.
19 How do I create an account on Smoke Souq?
Click Sign Up (top-right) and complete your details. Accurate customer information is mandatory to process and deliver orders.
20 Is there an age restriction for using Smoke Souq?
Yes. 18+ only. Age verification is performed through our portal. If the delivery team suspects the recipient is a minor, the order is cancelled and not handed over.
21 How do I verify my age on Smoke Souq?
You’ll be prompted for age verification through the portal before browsing or purchasing. Only users 18+ may enter the site and place orders.
22 Can I change my account information after creating it?
Yes. Log in and edit details in Account Settings (name, phone, addresses, etc.).
23 How do I place an order?
Add products to cart, proceed to checkout, confirm delivery details, choose a payment method, and place your order. You’ll receive confirmation by email/WhatsApp.
24 What payment methods do you accept?
We use registered and secure payment gateways that accept Visa, MasterCard, American Express, PayPal, and Cash on Delivery (COD).
25 Are my payments secure?
Yes. All transactions are processed via secure, encrypted, and PCI-compliant gateways. We do not store full card details.
26 Can I cancel my order after placing it?
Cancellation isn’t guaranteed once an order is confirmed. Contact support immediately and we’ll try our best before dispatch.
27 How do I contact a specific seller on Smoke Souq?
Message our support with your order details; we’ll forward your query to the seller and coordinate responses.
28 Do you have a mobile app?
Yes. While browsing Smoke Souq on your phone, you’ll see a popup prompt to install the app directly to your device.
29 How do I reset my password if I forget it?
Click Forgot Password on the login page and follow the instructions emailed to you.
30 Can I order from multiple sellers in one transaction?
Yes. You can checkout once with items from multiple vendors in the same cart.
31 Do you have a loyalty program for regular customers?
We’re working on it—watch this space and our newsletter for updates.
32 How do I unsubscribe from your newsletter?
Click the Unsubscribe link at the bottom of any newsletter email.
33 Are there restrictions on the quantity of products I can order?
Some items may have limits for regulatory or stock reasons. Check the product page for any limits.
34 Do you offer gift cards on Smoke Souq?
Yes. Please contact support to purchase or redeem a gift card.
35 Are there any restrictions on the type of products sold on Smoke Souq?
Only legal vaping and related products are permitted. Counterfeit or restricted items are removed immediately.
36 Do you have a live chat option for customer support?
Yes—click the chat icon on the bottom-right of the website to reach us.
37 How do I provide feedback about my shopping experience?
Leave product reviews after purchase or contact us via live chat—your feedback helps us improve.
38 Do you have a wishlist feature?
Yes—save items to your wishlist to revisit later.
39 How often do you update your product inventory?
Frequently—as new stock arrives and items are restocked. Check product pages for availability.
40 Can I review and rate products on Smoke Souq?
Yes—reviews and ratings are encouraged to help other customers decide.
41 Do you have a blog or educational resources about vaping?
Yes—scroll to the bottom of the homepage to find our blog section.
42 How can I track the status of my age verification?
If you face any issue with the portal prompt, contact support and we’ll help verify your access (18+ only).
43 How do you handle product recalls, if any?
We coordinate with vendors to remove affected products promptly and notify impacted customers via email/WhatsApp.
44 Is there a limit to the number of products I can order in one transaction?
No fixed site-wide limit. For bulk orders, contact support to ensure smooth processing and delivery.
45 What is Smoke Souq’s role in warranties or claims?
We help connect you with the seller and facilitate communication/documentation needed for warranty or claim requests.
46 How does Smoke Souq ensure a secure and efficient refund process?
By using registered secure gateways and maintaining transparent communication among customers, vendors, and our support team.