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

  • Contact Us: Contact us as soon as possible through live chat or email info@emiratesoud.co.uk.
  • Required Information: Include your order number and confirm that you wish to cancel.
  • Before Dispatch: If the order has not been dispatched, we will cancel it and issue a full refund.
  • After Dispatch: If the order has already been dispatched, follow the returns process below.

ELIGIBILITY FOR RETURNS

  • Return Deadline: The item must be returned within 14 days of notifying us.
  • Unopened and Unused: The perfume must be unopened, unused and in its original condition.
  • Cellophane Wrapping: The original cellophane wrapping must be untampered with, undamaged and fully intact.
  • Proof of Purchase: You must provide your order number, receipt or other proof of purchase.

ITEMS NOT ELIGIBLE FOR RETURNS

  • Perfumes that have been opened, sprayed, tested, used or altered.
  • Products with cellophane wrapping that has been removed, opened, torn, damaged or tampered with.
  • Products that are not in their original condition or packaging.
  • Products returned outside the stated return period.

HOW TO MAKE A RETURN

  • Notify Us: Contact us within 14 days of receiving your order.
  • Return Instructions: We will provide the return address and relevant instructions.
  • Package Carefully: Pack the item securely to prevent damage during transit.
  • Return on Time: Send the item within 14 days of notifying us.
  • Proof of Postage: Keep your postage receipt or tracking information until your return has been completed.
  • Do Not Send Unauthorised Returns: Contact us before returning faulty, damaged or incorrect items so we can provide the correct instructions.

RETURN SHIPPING COSTS

  • Returns: You are responsible for the direct cost of returning unwanted items.
  • Recommended Service: Use a tracked service and retain proof of postage.
  • Faulty or Incorrect Items: We will cover reasonable return costs where an item is faulty, damaged, incorrect.

REFUNDS

  • Refund Method: Refunds will be issued to the original payment method.
  • Refund Time: We will issue an eligible refund within 14 days of receiving the returned item.
  • Bank Processing: Your bank or payment provider may take an additional 3-7 working days to show the refund.

EXCHANGES

  • No Direct Exchanges: We do not currently offer direct exchanges.
  • Alternative Item: Return the eligible item for a refund and place a new order for the required product.

FAULTY OR DAMAGED ITEMS

  • Contact Us: Tell us as soon as possible if an item arrives faulty or damaged.
  • Evidence: We will request photographs and videos of the item, packaging and delivery label.
  • Keep the Item: Keep the product and packaging until we confirm whether they are required for inspection or return.
  • Return: We will provide return instructions and cover reasonable return costs.
  • Resolution: We will arrange the correct item or provide an appropriate refund.

INCORRECT ITEMS

  • Do Not Open: Please, keep the item unopened and in its original packaging.
  • Contact Us: Email info@emiratesoud.co.uk with your order number and details of the incorrect item.
  • Return Instructions: We will provide return instructions and cover reasonable return costs. Please ensure the incorrect item returned in its original condition. Pack the item securely to prevent damage during transit.
  • Resolution: We will arrange the correct item or provide an appropriate refund.

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 free-delivery threshold. In this case, a postage charge of £3.99 may be deducted from your refund.
  • This deduction covers the delivery cost initially waived under the free-delivery offer.
  • This condition does not apply if your initial order did not qualify for free delivery.

CONTACT US

  • Email: info@emiratesoud.co.uk
  • Live Chat: Available through our website.
  • Support Hours: Monday to Friday, 10:30 am–6:00 pm, excluding UK bank holidays.
  • Order Details: Include your order number when contacting us.


Thank you for shopping with Emirates Oud.