Return and Refund policy

We aim to provide you with an excellent shopping experience at Emirates Oud, which is why we offer a 14-day no-quibble guarantee on all products purchased through www.emiratesoud.co.uk.

Order Cancellation

We are happy to cancel your order for a full refund. To do so, please contact us as soon as possible via live chat or email at info@emiratesoud.co.uk (Monday - Friday: 10:30 am - 6:00 pm), clearly stating your order number and your reason(s) for cancellation. This policy only applies to orders that have not yet been dispatched.

If your order has already been dispatched, you will need to return it to us by following our Returns Policy outlined below.

Eligibility for Returns

To qualify for a return:

  • Items must be sealed in their original condition, unopened, and unused.
  • The cellophane wrapping must be untampered and intact.
  • Products must be returned in their original packaging.
  • Returns must be initiated within 14 days of the delivery date.
  • Proof of purchase is required.

Eligibility for Returns

The following items are not eligible for return:

  • Any item that has been opened, used, or altered.
  • Products with damaged or removed cellophane wrapping.

Return Process

  • Initiate a Return: Contact our Customer Service team via live chat or email at info@emiratesoud.co.uk within 14 days of receiving your order.
  • Receive Instructions: Our team will provide you with instructions on how to return the item(s) and the return shipping address.
  • Package Securely: Ensure that the item(s) are securely packaged to prevent any damage during transit.

Refund Process

  • Upon receiving and verifying the returned item(s), we will process the refund.
  • Refunds will be issued to the original payment method used for the purchase.
  • Please allow 3 to 7 working days for the refund to appear in your account.

Return Shipping Costs

  • The customer is responsible for return shipping costs unless the return is due to our error.
  • We recommend using a trackable shipping service to ensure the safe return of the item(s).

Exchanges

  • We do not offer direct exchanges. To exchange an item, please follow the return process and place a new order for the desired item.

Damaged or Defective Items

  • If you receive any faulty or damaged items, contact our Customer Service team within 24 hours of receiving your order.
  • Contact us via live chat or email at info@emiratesoud.co.uk.
  • Do not dispose of broken items, as we require photographic evidence and may need the product back for further inspection or claim purposes. Our Customer Service team will provide further instructions.
  • Once evidence is provided, we will offer a replacement for the faulty item.

Incorrect Items

If you receive an incorrect item, please follow these steps:

  • DO NOT OPEN THE PACKAGING.
  • Contact our Customer Service team within 24 hours of receiving the order via live chat or email at info@emiratesoud.co.uk.
  • Provide your order number and a clear description of the incorrect item.
  • Follow the instructions provided by our Customer Service team.
  • Ensure the incorrect ITEM IS RETURNED IN ITS ORIGINAL CONDITION, including packaging and any accompanying materials.

Failure to comply with these guidelines may complicate the return process and the issuance of a replacement.

Delivery Offer Impact

  • If your initial order qualified for free delivery, returning items may reduce the order value below the threshold, resulting in a postage charge of £3.99 deducted from the refund.
  • This deduction covers the shipping costs initially waived due to the free delivery offer.
  • If you did not qualify for free delivery initially, this condition does not apply.

Contact Us
For any further questions or assistance, please reach out to our Customer Service team. (Monday - Friday: 10:30 am - 6:00 pm). Email: info@emiratesoud.co.uk


Thank you for shopping with Emirates Oud!