Frequently Asked Questions

Here are the answers to the most common questions about shopping, payment, shipping, returns and the wholesale platform. If your question is not here, open a ticket via the Support Center.

Orders & buying

I bought from several stores in one order — why did I receive multiple shipments?

Taswq is a multi-store marketplace: your order is automatically split into an independent shipment per store, prepared and dispatched from that store's warehouse, each with its own tracking status. Shipments may arrive on different days — nothing is missing from your order.

Can I edit or cancel my order after confirming it?

A shipment can be cancelled from the order details page while the store still shows it as "new" or "processing". Once shipped it cannot be cancelled — you can request a return after receiving it instead.

What happens if I don't complete an online payment?

The order waits for payment with the stock temporarily reserved. If payment is not completed within 24 hours, the order is cancelled automatically and the stock is released. You can place a new order at any time.

Payment

Which payment methods are available?

Online payment through the payment gateway (mada/Visa/Mastercard) or cash on delivery (COD) with a service fee shown before you confirm. We never store your card numbers.

When do I get my refund?

After the return inspection is approved and the refund executed: 5–14 business days for online payments depending on your bank; for COD orders the amount is recorded as a cash due and paid out per the settlement mechanism.

Returns

How long is the return window?

14 days from receiving the shipment for returnable products in original condition. Report damaged or not-as-described products within 48 hours to get free return shipping and a full refund. Details in the Return & Exchange Policy.

How do I track a return request?

Under My account → My returns you can see every return with its status: under review, accepted, received, inspected, refunded. You get a notification at each update.

B2B wholesale platform

What is the difference between retail and wholesale buying?

The wholesale platform is for registered businesses: tiered prices that drop with quantity, a minimum order quantity (MOQ) per product set by the supplier, and tax invoicing in your company's name. Activation requires verifying your commercial registration and tax card.

How does the RFQ (request for quotation) system work?

Create an RFQ with the items and quantities you need and send it to suppliers. You receive complete quotations (price, lead time, payment terms), compare them, and accept the best one — it converts automatically into a purchase order. Every RFQ has an expiry date, and quotations expire when their validity date passes.

Can I buy wholesale without a commercial registration?

No — the wholesale platform is exclusive to verified businesses. Individuals can buy from the retail storefront with no extra verification.

Account & support

I forgot my password — what do I do?

Use the "Forgot password" link on the sign-in page and you will receive a reset email.

How do I contact customer service?

Through the Support Center: open a ticket and quote your order or return number if you have one. The team usually replies within one business day, and replies appear on the same ticket page.