Frequently asked questions
Answers to the things you may want to know before or after placing a custom order.
What can I order from QustomSouq?
Browse the products page for current custom products. Availability and pricing are shown for each product option and update with the stock in our store.
Can I use my own photo or design?
Yes. Open a product, choose its option and attach a JPG, PNG or WebP image before adding it to your bag. Each file can be up to 10 MB. Your selected image is included with that product when you place the order.
How do I position my photo in the print area?
On a product with a design template, upload your photo on the product page. Drag the image to move it and drag a corner, top, bottom or side handle to resize. Use the arrow buttons to move it a little at a time. The preview follows the print shape and keeps cutouts, such as a camera opening, clear.
Can I zoom, rotate or stretch my design?
Yes. Use Smaller, Larger, Zoom and Rotate in the design editor. Lock proportions is on by default to keep your photo's original shape. Switch it off if you want to stretch the image with a handle. Center and Reset all can help you start again.
What should I check before placing a custom order?
Review the final print-shaped design at checkout. Check the photo, placement, crop and any cutouts, then confirm the preview before you place the order. Use a clear original image for the best result.
What happens to my uploaded photo after delivery?
The photo remains available to prepare and manage your order. The saved customer photo is scheduled for deletion seven days after the order is marked delivered. The manager can see the scheduled deletion date on the order. If you submit a return request, remaining design photos are kept during review and scheduled for deletion 30 days after the decision.
How can I get the best print result?
Choose a clear, high-resolution original image when possible. Blurry or heavily compressed photos may look less sharp when printed. Add any placement or customization instructions in the order notes at checkout.
Do I need an account to order?
Yes. Create an account or sign in with your email address before checkout so you can see the order and its progress later.
How can I receive my order?
At checkout, choose from the options currently available. For delivery, enter your zone, street and building numbers. For pickup, the collection location and instructions will appear before you place the order.
How do I track my order?
Sign in and open Track orders. Your order starts as Placed. The manager confirms it, then updates its production and delivery progress.
Can I change or cancel an order?
You can change quantities, your uploaded photo and delivery details, or cancel an unpaid order, within 24 hours of placing it while production has not started. Positioned print designs cannot be replaced online; cancel and place a new order within the change window. If a payment has already been recorded, a cancellation request goes to the manager for refund review. To choose a different product, cancel and place a new order.
How do I pay?
Orders can be placed without an online card payment. The manager confirms payment separately, such as on delivery or collection. Your order page shows the recorded payment status.
How do I contact QustomSouq?
Call or WhatsApp +974 3311 4332. Please include your order number if your question is about an existing order.
Custom product returns
Can I return a delivered custom product?
You must submit a return request within seven days of delivery or collection, starting when your order is marked Completed. Because these products are made to your approved design, returns are accepted only if the received item is not as described or has a major printing mistake. Change of mind, personal preference, and errors in the photo, text or placement you approved are not eligible. The manager reviews every request; submitting a request does not guarantee approval or a refund.
How do I request a return and what proof is needed?
Sign in, open Track orders, select the completed order and choose Request a return before the displayed deadline. Choose an eligible reason, describe the affected item and attach one to three clear proof photos showing the whole product and the mistake. Use JPG, PNG or WebP files up to 10 MB each. Wait for the manager's approval and return instructions before sending anything back. You can see the decision and instructions on your order.
Are return proof photos kept after review?
Proof photos and any remaining approved design photos are kept while a return is awaiting review, then scheduled for deletion 30 days after the manager's decision. The return request and decision remain in your order history.