Shipping and Returns
Shipping Method and Fees:
All orders are sent via DHL Express for a fee of $15.00.1
We’ll provide you with a tracking number, so you can be on the lookout for your package when it arrives.
DHL is an internationally recognized and secure courier service with an excellent track record. Yet, we do not accept responsibility for anything that happens after an order has been handed over for shipment, and are not to be held liable for items lost or damaged during transit.
Return Policy
How would you feel if, after paying well over $100 for a bottle of oud, you received a bottle that was previously in the hands of other customers? If it was opened, used, tested, and worn by others, then returned to us for a refund, only to end up in the hands of the next buyer – you!
Oud is a deeply personal thing, as it has the power to bypass the senses and elevate the soul of the wearer. For this reason, and due to the 100% pure nature of our products, which are carefully weighed by the gram, we cannot issue returns on our ouds and oud chips and assure the same quality and quantity to the next customer.
In cases of where a cancellation request is accepted a restocking fee will apply.
If you are interested in our 100% pure Artisanal Oud Oils why not purchase a sample first to avoid wanting to return it? This will grant you the assurance you need.
Anti Fraud Policy
Our system may flag high-risk accounts and restrict or block access for fraud prevention. If this happens, we will notify the account holder that their account is suspended and should not be used on the website until they contact our support team to resolve the issue.
If the account holder, after being notified, completes an order using the flagged account (or with a new account created to bypass our measures), that order will be canceled, flagged as fraudulent, and refunded minus processing fees.
Customs, Import Taxes, and Logistics
We have been shipping internationally for more than 18 years and do everything we can to comply with international regulations ensuring your order’s quick and safe arrival.
Shipping policies, regulations, and enforcement standards are subject to change and such changes could result in your parcel encountering a clearance event.
Should a clearance event occur your parcel may be delayed by inspection and become subject to local taxes afterwards. In such instances, the courier or agency through which your parcel was shipped will contact you for verification. Should that occur please contact us directly for assistance and we will provide further instructions.
We may, at our sole discretion and for an additional fee, honor requests to have the destination address of an order changed after it has been dispatched. The additional fee in such cases is for processing the request with our logistics partners. There is no guarantee that a package will be successfully re-routed after the request has been accepted and submitted.
You can always call on us for guidance and any merchant documentation that your courier/agent may require to get your parcel to you as quickly as possible.
Please contact us here to find out how we can help with clearance and logistics events.
- This applies to practically all countries, but there may be one or two exceptions due to unusual difficulty reaching such destinations and the higher costs involved. Such cases will be reflected during checkout once you’ve selected your shipping destination. ↩︎