Close
15% off selected fragrances + 20% off Fragrance of the month - Shipping Discount Across UK, Europe & Worldwide Till New Year's Day

TERMS & CONDITIONS

Arabian Oud Online Policy

Date of last update: 16 October 2019

This policy sets out the process for returning items bought online and your rights to cancel an order. Please see below for information specific to your query. We recommend reading these terms carefully before submitting your order to us. 

If you have any questions about this policy or how to cancel or return an order, please contact Arabian Oud on 020 7491 3333 or by emailing us at sales@arabianoud.co.uk. If you do not consent to the practices set out in these Terms of Use, our privacy policy and/or our cookies policy, you must not use our website. If you think that there is a mistake in these terms (or changes are required), please contact us to discuss. 

Our registered business address is 435-437 Oxford Street, London W1C 2PL.

Returning products bought outside the UK

Arabian Oud does not accept responsibility for products bought outside the UK. Please see the following websites for your most relevant Arabian Oud store that can assist you:

Arabian Oud in Saudi Arabia and United Arab Emirates: https://shop.arabianoud.com/shipping-returns

Arabian Oud in USA: http://www.arabianoud-usa.com/shipping-returns/

Arabian Oud in France:  please email info@arabianoud.fr or call +33 (0) 143595959

If the products are returned in a condition which is not fully resellable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the items due to health protection or hygiene reasons. 

Placing your order online

We have extended our Christmas return policy. You will have until the 11th of January 2020 to return or exchange items purchased from December 2019. Please note that we reserve the right to delay making refunds and exchanges during peak seasons such as Black Friday, Bank holiday.  

Discounts for flash sales will be automatically applied at checkout during the specified times of the promotion. Arabian Oud reserves the right to change, at any time and without notice, the prices of products offered for sale on the Arabian Oud website.

At this time, you will only be able to order a maximum of two units of any given item per order and per customer. Your order will automatically be refunded if you have made a purchase for more than two of one item. Due to huge demand for our products and in order to satisfy as many customers as possible, we have a stock purchase limit.

All prices are quoted in pounds sterling, and may be per item, as marked. The prices include Value Added Tax, when applicable. Any delivery charges are additional.

Please ensure you provide correct contact details at the checkout. You must ensure you have made the right selection before confirming your order. Any order made on the Arabian Oud website must be paid for immediately at the time of making your order. We accept payment by Visa, MasterCard, Amex and other major debit & credit cards. 

You will be sent acknowledgement for your order with the description of the Arabian Oud products you have selected, the quantity, price and any shipment costs. This acknowledgment is also proof of purchase. You will be emailed once the items have been dispatched. Your order is shipped only after checking your method of payment and upon receipt of authorisation to charge your card.

We ask customers to allow 48 hours for their order to be processed and 3-5 working days for their order to be dispatched and delivered within the UK. Please note deliveries are made Monday – Friday only. 

Arabian Oud reserves the right to cancel or reject an order. If after placing your order we are unable for whatever reason to accept your order, we will inform you of this in writing by email. Processing includes a range of appropriate and prudent fraud checks and a review of our available stock. Should a product become unavailable after you make an order, we shall inform you of the fact as soon as possible by e-mail or by telephone, giving you the choice of either ordering another article displayed on the Arabian Oud website or cancelling your order. If you decide to cancel your order and you have already made payment, we will arrange to refund you any sums paid for your order. Refunds take 3-5 working days to appear back into your account.

Shipping

Presently we are unable to deliver to the following destinations:  

Australia

Canada

New Zealand

Russia

Turkey

Doha (Other parts of Qatar can receive deliveries)

Free Delivery

Any UK order over £30 - Free Delivery*

Any Europe order over £100.00 - Free Delivery**

Any Rest of the world order over £150.00 - Free Delivery*** 

 

Paid Delivery

UK Orders under £30.00 - £8.00 delivery costs*

European orders under £100 - £30.00 delivery costs**

Rest of the world orders under £150 - £60.00 delivery costs***

 

*(including Northern Ireland, the Highlands, Scottish islands, the Isle of Man and the Scilly Isles)

** Countries who are members of the European Union

*** Countries outside the UK and European Union 

 

Approximate delivery timings

UK Orders                                                                  4-7 working days 

European Union Orders                                            10 working days

Orders outside the UK and European Union         Up to 15 working days

 

We advise all customers to plan their orders with plenty of time. We cannot deliver on bank/public holidays or weekends, Christmas Eve, New Year’s Eve or after 4pm; please plan accordingly. 

Prior to Christmas the last recommended date to place orders in order for deliveries to reach domestic, European and the rest of the world prior to Christmas day will be posted on our website.

Due to the nature of our product and current postal restrictions your order may have to be split into two or more parcels.

Your fragrances will be delivered via standard delivery. All orders are dispatched via a recorded service and will require a signature. If no one is available at your nominated address to take delivery, the courier will notify you and delivery will be reattempted. The parcel will be returned to our warehouse if you do not allow us to deliver the products to you or collect them from us within a reasonable time. You may be charged for this. 

You own the product/ goods once we have received payment in full. The product will be your responsibility from the time we deliver the product to the address you provided, or upon collection. Please keep the box; packing materials and the damaged items ready for inspection should any issues arise.

Delivery 

We advise all customers to plan their orders with plenty of time. We cannot deliver on bank holiday; please plan accordingly. 

Please note that delivery may take longer during peak trading periods and holidays such as Christmas, New Year, Eid and Easter. We are not responsible for delays outside our control e.g. severe weather conditions (floods, gales and snow) during which delivery methods may take longer than expected. We ask that you allow 5 working days for delivery before contacting Arabian Oud. If you entered details incorrectly or failed to receive the parcel and the item is returned you will be charged for extra delivery costs. If your package is stolen after the delivery is completed Arabian Oud cannot be held liable for this loss.

You must check the goods for conformity at the time of delivery and indicate any reservations over any anomalies observed (e.g. package open, damaged product, etc.). You should then, within 3 days from delivery, contact Arabian Oud to report this by e-mail or telephone, at sales@arabianoud.co.uk or 020 7491 3333.

Cancelling your online order

You may cancel your order within 24 hours of placing the order but you may have to pay us reparation if you have changed your mind and we are not at fault. To cancel your order with us please let us know by doing one of the following: call us on 020 7491 3333 or email us at sales@arabianoud.co.uk . Please provide your name, home address, details of the order and, where available, your phone number and email address.  Your cancellation notice is effective from the date you notify us in writing. We will notify you of when you shall receive your refund.

If you cancel your order for any reason after products have been dispatched to you, you must notify us and return them to us fully resellable condition i.e. unopened and unused, in its original packaging (wrapped in the transparent film). Please note loose oil products cannot be returned under any circumstances for hygiene, health and safety reasons. 

Before returning the good(s) please call us on 020 7491 3333 or email us at sales@arabianoud.co.uk to notify us. 

Please send the package by post to:

Online Sales Department 

Arabian Oud UK, Unit 8 Enterprise Way, White City, London, NW10 6UG

We can only accept returned parcels that are sent via a service that requires a signature upon receipt. Please ensure you obtain a proof of postage receipt. You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods. In the unlikely event that your item is lost or damaged you will be responsible for claiming from your delivery company. 

Once your item has been returned and we find everything is as expected we will notify you when your refund has been issued. Please note Arabian Oud does not accept returns with delivery charges due.

Returning fragrances ordered online

Online purchases cannot be returned at Arabian Oud UK stores.

Please note loose oil products cannot be returned under any circumstances for hygiene, health and safety reasons. 

We make no refund, even in part, if you have received the product as a gift.

Also note certain products cannot be exchanged or refunded. This includes products reduced by more than 50% cannot be exchanged or refunded. Your consumer rights are not affected by this policy.

If you want to return or exchange unopened products we will accept returns made within 14 working days. If you return an item and want to exchange it for another item, you will be charged for the extra delivery costs.

Before returning the good(s) please call us on 020 7491 3333 or email us at sales@arabianoud.co.uk to notify us. Parcels must be returned via a service that requires a signature upon receipt. Please ensure you obtain a proof of postage receipt. You should retain the recorded delivery receipt in order to provide proof to us that you have returned the goods. In the unlikely event that your item is lost or damaged you will be responsible for claiming from your delivery company. 

Please note Arabian Oud does not accept returns with delivery charges due.

Please return your products within 7 days of notifying us that you wish to return your products. You will be required to arrange and pay for the cost of returning them to us.  The cost of returning the product to us will not be refunded.

Your right to return goods does not apply where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery. You do not have a right to change your mind in respect of products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them or if they have been damaged by you.

Or 

If the products are returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the items due to health protection or hygiene reasons.

Faulty products

Please note we do not cover faults caused by accident, neglect or misuse. We will not be liable for loss or damage caused by the customer handling the product. In particular we will not be liable for spillages or breakages.

 Loose oil products cannot be returned under any circumstances for hygiene, health and safety reasons.

Also note certain products cannot be exchanged or refunded. This includes products reduced by more than 50% cannot be exchanged or refunded. Your consumer rights are not affected by this policy.

If you receive any items which are faulty or damaged, please contact us as soon as you notice the fault within 3 working days of receiving your products on 02074913333 Monday to Friday 9:30am – 17:30pm or email sales@arabianoud.co.uk with ‘Faulty’ in the subject line and include details about the fault. Please notify us before returning goods. You may then return the products to: Online Sales Department, Arabian Oud UK, 435-437 Oxford Street, London W1C 2PL. We can only accept returned parcels that are sent via a service that requires a signature upon receipt. Please ensure you obtain a proof of postage receipt. In the unlikely event that your item is lost or damaged you will be responsible for claiming from your delivery company. 

Please note Arabian Oud may not accept returns with delivery charges due.

Only the cost of returning the product by Royal Mail second class recorded delivery will be refunded. We will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen). To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items ready for inspection. 

Pick up may be available upon request.

Once your item has been returned and we find everything is as expected we will notify you when your refund has been issued. 

How refunds are paid

When returning goods bought online to customer services or returning products in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds for products bought online will only be processed once the item is received back. Once your item has been returned and we find everything is as expected we will notify you when your refund has been issued.

General information about Arabian Oud products

Customers should also be aware of the following inherent risks and warnings:

- Some of our products may contain chemicals which may be considered hazardous.
- Some of our products contain Alcohol Denat which is flammable; please keep out of reach of children and away from any ignition source.
- Our products are not to be orally consumed; we will take no responsibility if an individual uses our products for other than the specified on the packages.
- Some of our products contain ingredients which are sensitive to light or heat, please keep them in a dry place and away from sunlight for best maintenance of quality.

Arabian Oud’s contact with you

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

Website - images, descriptions and pricing

The images of the products on our website are for illustrative purposes only. The actual item may vary in colour, design and product size. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website.  The content on our websites are provided for your personal, private and non-commercial use only. You must not make any additions or deletions or otherwise modify any text from our websites, you must not alter or change any images, media or graphics from our websites in any way, you may not remove any accompanying text from such images, media or graphics, and you must ensure that all content passed on to any third party is an accurate representation of the content as it appears on our websites.

You are prohibited from using any robots, spiders, data mining or scraping technology or any similar third party tools for the extraction or reproduction of any data or content from our websites without our prior written consent.

We do not guarantee that our websites does not contain viruses or other malicious software. You may not link to our websites without our prior written consent. You may provide links to our websites on other websites owned by you, provided that such websites and the use of any links to our websites comply with these Terms of Use. Wherever you post a link to our websites on any other websites, you agree that you will do so in an appropriate manner, and not in any way which is defamatory or disparaging towards us, which misrepresents us or our business, or which causes any harm whatsoever to us or our business.

You must not link to our websites in order to suggest any form of joint venture, partnership, collaboration, affiliation, business relationship, approval or endorsement in connection with us where none exists and in any event, without having first obtained our prior written consent.

We may withdraw permission to link to our websites at any time. In the event that we withdraw permission to link to our websites and inform you of the same, you must immediately remove or cause to be removed any links to our websites.

Our websites and any products or services available on or via the websites are strictly only for use by individuals over the age of 18 years. If you are under 18 years of age, you must not use our websites, purchase or attempt to purchase any of our products or services, or submit any personal information to us. We do not knowingly or intentionally process the personal information of any individual under the age of 18. 

Personal data

Depending on the choices you made when creating or viewing your account, you may receive offers and invitations from our company. If your telephone number is recorded when creating the your account or placing an order these telephone details will be used only for processing your order or to contact you to offer you new services.

In the event of loss, theft, or any fraudulent use of the password to your account, you undertake to notify Arabian Oud immediately or as soon as you become aware of the issue. You can contact us on 020 7491 3333 or by emailing us at sales@arabianoud.co.uk.

Arabian Oud follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.

If you have any questions regarding our privacy policy, please email us at info@arabianoud.co.uk

 


 

Arabian Oud In-store Policy

Date of last update: 16 October 2019

This policy sets out the process for returning items. We recommend reading these terms carefully before making a purchase. Please see below for information specific to your query. If you have any questions about this policy please contact Arabian Oud on 020 7491 3333 or by emailing us at sales@arabianoud.co.uk. If you do not consent to the practices set out in these Terms of Use, our privacy policy and/or our cookies policy, you must not use our website. If you think that there is a mistake in these terms (or changes are required), please contact us to discuss. 

Our registered business address is 435-437 Oxford Street, London W1C 2PL.

 

Buying products in-store

Please see our website for your nearest and most convenient Arabian Oud  store: https://www.arabianoud.co.uk/contact

We accept payment by Visa, MasterCard, Amex and other major debit & credit cards. 

Please ensure you check you are happy with the products before you leave the store. Your consumer rights are not affected by this policy.

 

Returning products bought outside the UK

Arabian Oud does not accept responsibility for products bought outside the UK. Please see the following websites for the most relevant Arabian Oud store that can assist you:

Arabian Oud in Saudi Arabia and United Arab Emirates: https://shop.arabianoud.com/shipping-returns

Arabian Oud in USA: http://www.arabianoud-usa.com/shipping-returns/

Arabian Oud in France:  please email info@arabianoud.fr or call +33 (0) 143595959

 

Returning products bought in-store

Please note that we reserve the right to delay making refunds and exchanges during peak seasons such as Christmas and Black Friday. During peak seasons our refund policy is lengthened to 20 days.  Loose oil products cannot be returned under any circumstances for hygiene, health and safety reasons. 

You can return your sealed products to your nearest Arabian Oud store for an exchange or refund provided you have a UK receipt of purchase and the products are returned in resellable condition i.e. unopened and unused, in its original packaging (wrapped in the transparent film) within 14 days of purchase. 

If you require an exchange on an item in-store it is advisable to call the store first to check that the item you need is in stock as certain lines are not available in all stores.

Please see the addresses and contact numbers for our stores below or visit our website for more information: https://www.arabianoud.co.uk/contact

Arabian Oud Oxford Street, 435-437 Oxford Street, London W1C 2PL – 02074913333

Arabian Oud Westfield London Shopping Centre, Unit 114A, London W12 7GF – 02085346715

Arabian Oud Westfield Stratford, London E20 1EL - 02087490005

If the products are returned in a condition which is not fully resellable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the items due to health protection or hygiene reasons. We also reserve the right to refuse to refund items which are presented without a UK proof of purchase receipt. We do not cover faults caused by accident, neglect or misuse.

Also note certain products cannot be exchanged or refunded. This includes products reduced by more than 50% cannot be exchanged or refunded. Please ensure you check you are happy with the products before you leave the store. Your consumer rights are not affected by this policy.

How refunds are paid

When returning products bought in store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the original price paid.

General information about Arabian Oud products

Customers should also be aware of the following inherent risks and warnings:

- Some of our products may contain chemicals which may be considered hazardous.
- Some of our products contain Alcohol Denat which is flammable; please keep out of reach of children and away from any ignition source.
- Our products are not to be orally consumed; we will take no responsibility if an individual uses our products for other than the specified on the packages.
- Some of our products contain ingredients which are sensitive to light or heat, please keep them in a dry place and away from sunlight for best maintenance of quality.

Website - images, descriptions and pricing

The images of the products on our website are for illustrative purposes only. The actual item may vary in colour, design and product size. Your product may vary slightly from those images. The packaging of the product may vary from that shown in images on our website.  The content on our website is provided for your personal, private and non-commercial use only. You must not make any additions or deletions or otherwise modify any text from our websites, you must not alter or change any images, media or graphics from our websites in any way, you may not remove any accompanying text from such images, media or graphics, and you must ensure that all content passed on to any third party is an accurate representation of the content as it appears on our websites.

You are prohibited from using any robots, spiders, data mining or scraping technology or any similar third party tools for the extraction or reproduction of any data or content from our websites without our prior written consent.

We do not guarantee that our websites does not contain viruses or other malicious software. You may not link to our websites without our prior written consent. You may provide links to our websites on other websites owned by you, provided that such websites and the use of any links to our websites comply with these Terms of Use. Wherever you post a link to our websites on any other websites, you agree that you will do so in an appropriate manner, and not in any way which is defamatory or disparaging towards us, which misrepresents us or our business, or which causes any harm whatsoever to us or our business.

You must not link to our websites in order to suggest any form of joint venture, partnership, collaboration, affiliation, business relationship, approval or endorsement in connection with us where none exists and in any event, without having first obtained our prior written consent.

We may withdraw permission to link to our websites at any time. In the event that we withdraw permission to link to our websites and inform you of the same, you must immediately remove or cause to be removed any links to our websites.

Our websites and any products or services available on or via the websites are strictly only for use by individuals over the age of 18 years. If you are under 18 years of age, you must not use our websites, purchase or attempt to purchase any of our products or services, or submit any personal information to us. We do not knowingly or intentionally process the personal information of any individual under the age of 18. 

Personal data

Depending on the choices you made when creating or viewing your account, you may receive offers and invitations from our company. If your telephone number is recorded when creating the your account or placing an order these telephone details will be used only for processing your order or to contact you to offer you new services.

In the event of loss, theft, or any fraudulent use of the password to your account, you undertake to notify Arabian Oud immediately or as soon as you become aware of the issue. You can contact us on 020 7491 3333 or by emailing us at sales@arabianoud.co.uk.

Arabian Oud follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.

If you have any questions regarding our privacy policy, please email us at info@arabianoud.co.uk