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.

Shipping to Forwarding Addresses

If you choose to ship your order to a forwarding service (such as a freight forwarder, consolidation service, or third‑party shipping provider), please note the following:

  • Delivery Confirmation: Our responsibility for your order ends once the package is successfully delivered to the forwarding address you provided. At that point, the shipment is considered complete.
  • Customs & Duties: Any customs charges, import duties, or taxes assessed after the package reaches the forwarding service are the sole responsibility of the customer.
  • Damage or Loss Beyond Forwarder: We are not liable for damage, loss, or delays that occur after the package has been handed over to the forwarding service. Any claims must be made directly with the forwarding company.
  • Accuracy of Address: Please ensure the forwarding address is entered correctly at checkout. We cannot be held responsible for delays or non‑delivery due to incorrect or incomplete forwarding details.

By using a forwarding service, you acknowledge that any issues arising beyond the point of delivery to the forwarder are between you and the service provider.

PayPal Orders & Confirmed Addresses

For security and compliance reasons, we only ship PayPal orders to the confirmed PayPal shipping address associated with your account.

  • Confirmed Address Requirement: We can only ship to the confirmed PayPal address of an order (the shipping address for the order in PayPal). We cannot ship PayPal purchases to other addresses.
  • Alternative Payment Methods: If it is not possible to ship to the confirmed address another order will need to be submitted with an alternative payment method after the initial order is cancelled.
  • Order Protection: This policy ensures both buyer and seller protection under PayPal’s terms, helping safeguard your purchase.

By placing an order with PayPal, you agree that shipment will only be made to your confirmed PayPal address.

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.

  1. 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. ↩︎