Frequently Asked Questions (FAQ)
Welcome to our frequently asked questions. Here you will find clear answers to the most common questions about MESSOUD , our watches, and your order.
Is your question not listed? Feel free to contact us. Our team will be happy to assist you.
Shipping & Returns
Below you will find some frequently asked questions about shipping, returns, and exchanges.
What are the shipping costs?
We offer free shipping for orders over €150 . For orders under this amount, shipping costs are calculated at checkout.
What is the delivery time for my order?
We ship your order within 24 hours of it being placed.
Delivery times:
- The Netherlands and Belgium: 1–3 working days
- United Kingdom: 2–5 working days
- Europe: 3–5 working days
- International: 5–15 working days
All orders are delivered with tracking , so you can easily track your package.
We offer free shipping on orders over €150 .
Please note: If you place an order from a country outside the EU , your package may be temporarily held at customs . You may be required to pay import duties, VAT, or other import charges before the package is released.
Also check your junk mail (spam) for messages from the courier service with further instructions.
How can I request a return or exchange?
You can easily request a return or exchange via our return platform . Through this platform, you can register your order and follow the steps to return your product.
Can't figure it out? Feel free to contact our customer service — we are happy to help you.
My tracking says the package has been delivered, but I haven't received anything. What should I do?
First, check if the package may have been delivered to a neighbor, a housemate, or a safe delivery spot around your home. In some cases, the carrier marks a package as delivered when it has been delivered to a nearby location.
We also advise you to contact the courier service first . They often have the most up-to-date information regarding the exact delivery location or the delivery person.
Still cannot find the package? Then fill out the Addressee Declaration and send the form by email to our customer service or info@messoud.com with your order number . This allows us to start an official investigation with the carrier.
Why do I have to pay import costs for orders outside the EU?
For orders shipped to countries outside the European Union , import duties, VAT, or other customs fees may be charged by local customs authorities. These costs are determined by the customs regulations of the country of destination and are independent of MESSOUD.
Because we have no influence on these costs, any import duties or customs fees are the responsibility of the recipient . In some cases, the courier service will contact you to pay these costs before the package is delivered.
Please note: If you place an order from a country outside the EU, your package may be temporarily held at customs until any import duties or VAT have been paid. Also check your spam folder for messages from the courier service with further instructions.
We clearly state this information in our shipping policy, on the product page, in the shopping cart before completing the order, and in this FAQ , so that customers are aware in advance that additional costs may be applied by local authorities for international shipping.
Orders
Here you will find answers to frequently asked questions about placing, processing, and tracking your order at MESSOUD .
Can I still change or cancel my order?
As soon as an order is placed, it will be processed as quickly as possible. Please contact our customer service immediately if you wish to change or cancel anything. If the order has not yet been shipped, we will try to adjust this for you.
How can I track my order?
As soon as your order has been shipped, you will receive an email with a tracking number . You can use this to easily track the status of your package.
I haven't received a confirmation email, what should I do?
First, check your junk mail (spam) . Can't find the email there either? Then please contact our customer service so we can check your order.
Can I still change my delivery address?
If your order has not yet been shipped, we may be able to change the delivery address. To do this, please contact our customer service as soon as possible with your order number .
Products
Here you will find answers to frequently asked questions about the functions and use of the MESSOUD watch.
I need help with the operation and setting up of the watch.
For a detailed explanation of the operation and setting up of the watch, you can consult our digital manual .
My prayer times are incorrect. What should I do?
First, check if your location (city and country) is set correctly on your watch. The prayer times are calculated automatically based on this location.
Additionally, check whether the date and time are set correctly, as this also affects the displayed prayer times.
In some cases, local mosques may use a slightly different calculation. You can adjust the prayer times on the watch up to 30 minutes earlier or later to match your local mosque's schedule.
Consult our digital manual for a step-by-step explanation on adjusting these settings.
Does the watch work in my country or city?
Yes. The watch works worldwide. During the initial setup, you simply set your city and country , after which the watch automatically calculates the correct prayer times for your location .
Is it difficult to set up the watch?
No. The watch is pre-set based on your order location and is ready for immediate use. You can easily adjust your city, date, and time later via the settings menu.
Does the watch need to be connected to the internet or a smartphone?
No. The watch works completely offline and does not require an internet connection, Bluetooth, or smartphone to display the prayer times correctly.