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Terms and Conditions

Arabian Oud

Arabian Oud is a limited liability company having its registered office at Arabian Oud, 435-437 Oxford Street, London, W1C 2PL. The following Terms and Conditions apply to all Products purchased by the customer (hereinafter ‘you’ or ‘your’) with Arabian Oud UK online and in-store (hereinafter ‘Arabian Oud UK’, ‘we’, ‘us’, or ‘our’), and the ‘Products’ meaning the Arabian Oud products, which may be ordered on the website, www.arabianoud.co.uk.

  1. Acceptance of the Terms and Conditions

1.1 By using our Arabian Oud UK website, the customer agrees to be bound by these Terms and Conditions. Please make sure you have read and understood these terms before placing an order or purchasing in-store. You and Arabian Oud agree that these Terms and Conditions and Privacy and Cookie Policies, constitute the whole agreement between you and Arabian Oud. By placing an order through the www.arabianoud.co.uk website you acknowledge that you have read and accepted these Terms and Conditions.

1.2 If you have any questions about our Terms and Conditions, please contact Arabian Oud UK by emailing us at info@arabianoud.co.uk.

  1. Placing an Order Online

2.1 All prices are quoted in pounds sterling as marked. The prices include Value Added Tax, when applicable. Any delivery charges are additional.

2.2 Please ensure you provide the correct contact details and shipping address at the checkout. We are unable to amend details in orders placed using PayPal. You must ensure you have made the right selections before confirming your order. Any order made on the Arabian Oud UK website must be paid for immediately at the time of making your order.

2.3 Arabian Oud reserves the right to cancel or reject any 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.

2.4 A confirmation email will be sent to you once Arabian Oud has accepted your order at which point these Terms and Conditions will become binding on you and Arabian Oud.

  1. Payment Methods

3.1 We accept payment by Visa, MasterCard, PayPal, Amex, and other major debit & credit cards. Payments will be made either through the secure Stripe system, which is a PCI Service Provider Level 1, or the secure PayPal system that uses the SSL ‘Secure Socket Layer’ protocol, so that no third parties may have access to information during the process of your payment for the Products since all information is encrypted by software.

3.2 All payments need to pass security. In the instance your payment method is not accepted after the order is processed, we will send you an email confirming the cancellation and further payment details. We cannot control the cancellation of payments that have failed security, and we cannot provide details of the reasons behind the cancellation.

3.3 Your order is shipped only after checking your method of payment and upon receipt of authorisation to charge your card.

  1. Order Processing

4.1 Orders are processed from Monday to Friday only. Orders placed on Friday will be processed the following Monday. We do not process orders on the weekend and public holidays.

4.2 You will be sent an acknowledgment email after placing your order. The ‘order number’ provided in the acknowledgment email is also proof of purchase. Please keep a note of this order number in the instance you may need to contact us. You will be notified by DPD once the parcel has been dispatched. If your payment method is not accepted after the order is processed, we will send you an email confirming the cancellation and further details. Please refer to section 3: Payment Methods.

4.3 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, giving you the choice of either ordering another article displayed on the Arabian Oud UK website or cancelling your order. If you decide to cancel your order and you have already made the payment, we will arrange to refund you the sums paid for your order. Refunds take 3-5 working days to appear back into your account. 

  1. Order Cancellation

5.1 You may cancel your order within 24 hours by emailing us at sales@arabianoud.co.uk or by logging in to your account and requesting a refund.  Please provide your name and the order number within the email. Your cancellation notice is effective from the date you notify us in writing. We will notify you by email once the refund has been processed.

5.2 If you cancel your order after the products have been dispatched, please follow the returns and refunds set out in section 8.

  1. Shipping

Geographic area

6.1 We ship only to individuals residing within the United Kingdom and offer standard delivery.

Delivery

6.2 All UK orders are delivered using DPD couriers. Delivery may be delayed due to situations beyond our control; hence we are not liable and cannot guarantee your parcel will arrive on time, for instance: an unexpected increase in demand, discount periods, or unfavourable weather conditions.

6.3 Deliveries are made only Monday to Friday, excluding public holidays.  

6.4 You must strictly check the Products at the time of delivery, even if it is a gift or for storage. Any anomalies observed (e.g. package open, damaged product, etc.) should be reported immediately within 3 days by emailing sales@arabianoud.co.uk or by logging into ‘My account’.

6.5 Free delivery is applied at checkout for orders over £50.

6.6 For orders under £50: a £10 delivery fee is applied at checkout.

6.7 Delivery time frame: up to 5 working days.

6.8 If no one is available at your nominated address, DPD will notify you and attempt to deliver two times. You will be charged a redelivery fee if the parcel is returned to us because of non-delivery or incorrect details entered by you.  DPD will not be able to leave parcels in a safe place or with neighbours.

6.9 If your package is stolen after the delivery is completed, Arabian Oud cannot be held liable for this loss.

6.10 In the event DPD courier service fail to deliver your parcel, or the parcel arrives damaged, we will open a dispute case on your behalf with DPD. The dispute case is subject to DPD’s investigation, and we are not able to give a time frame of when disputes are finalised. DPD investigation results will be reviewed on a case-to-case basis.

6.11 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 2 pm; please plan accordingly.

6.12 Prior to Christmas, the last date to place orders will be posted on our website.

6.13 Due to the nature of our Product and current postal restrictions, your order may have to be split into two or more parcels. They will be sent in two separate parcels if you place two separate orders.

6.14 You own the Product and/or goods once we have received payment in full. The Product will be your responsibility from the time DPD delivers the Product to the address you provided. It is your responsibility to check if other members of your address have signed/or received the delivery on your behalf. If the parcel has been stolen after DPD confirms the delivery, it will be your responsibility to call the police and report the parcel stolen.

  1. Exchange

7.1 We do not offer an exchange service for online orders. You must follow the refunds and returns policy and reorder on the website: see section 8.

  1. Refunds and Returns

Refunds

8.1 When returning goods, refunds will be paid onto the same method of payment used in 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 the refund has been issued.

8.2 Refunds take 3-5 working days before they appear in your account. This time frame will be extended in peak periods—please refer to promotions in section 12.

 

Returns

To return a product, please read the following policy carefully.

8.3 How to request a return:

Guest checkout: Email sales@arabianoud.co.uk to notify us of a return within 14 days, quoting your order number and reason for return. Please wait for the return approval and further information before returning the product. You are responsible for the return costs.

Arabian Oud account: Go to the ‘My Account’ page after logging in. Choose ‘refund requests’ and follow the guidance.

8.4 We can only accept returned parcels that are sent via a service that requires a signature upon receipt. Please ensure you obtain proof of postage receipt. You should retain the recorded delivery receipt 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.

8.5 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 UK does not accept returns with delivery charges due.

8.6 The online department is separate from the stores. Online purchases cannot be returned or exchanged at Arabian Oud UK stores under any circumstance.

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

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

8.9 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.

8.10 The right to return goods does not apply for sealed goods if they become unsealed after delivery. If products become unsealed after delivery, they will not be suitable for return due to health protection or hygiene reasons. 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.

8.11 All products are sealed during manufacturing, and we do not stock unsealed products. All seals are checked before packing by the warehouse.

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

  1. Returning Products Bought and/or Gifted Outside the UK

9.1 Arabian Oud UK strictly does not accept responsibility for products bought and/or gifted outside the UK. You must contact an Arabian Oud branch in the country you purchased and/or gifted from. Please see the following websites for your most relevant Arabian Oud store that can assist you:

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

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

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

  1. Damaged and/or faulty product

10.1 Please check all orders, even gifts once they arrive. If you receive any items that are faulty or damaged, you have only 3 days to notify us in writing; otherwise, you cannot return the item(s).

10.2 Email sales@arabianoud.co.uk with ‘Damaged’ in the subject line, your ‘order number’ in the description, and pictures attached showing the damaged area(s). If we need to investigate further, we will notify you and arrange a collection for the damaged product. Alternatively, you can log in to your Arabian Oud account and follow the options available.

10.3 We are not responsible for products that become damaged after a period of time. Products you purchase from Arabian Oud UK have no warranty. 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.

  1. Promotions

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

11.2 During peak seasons such as Black Friday, Bank holiday, Boxing Day, or other, we may postpone all refunds and exchanges until after the promotional period has ended. Also, due to high demand for our products during promotions and to satisfy as many customers as possible, we may have a stock purchase limit of two per product.

  1. Products

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

  • Our Products may contain chemicals which are 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 specified on the packages.
  • Some of our Products contain ingredients that are sensitive to light or heat. Please keep them in a dry place and away from sunlight to maintain quality.

12.2 Arabian Oud does not offer a repair and/or maintenance service for our Products.

12.3 If you have any questions regarding our products, please email info@arabianoud.co.uk or call customer service on 020 7491 3333.

12.4 Some perfume and oil titles may vary in spelling outside of the UK due to translation or adaptation. Please contact a member of our UK team if in doubt via our telephone or email services. Our UK team is here to assist you with any clarification of title or product related information.

  1. Website

13.1 The photographs of any of the Products presented on the website, www.arabianoud.co.uk, are for illustrative purposes only and are as accurate as possible, but the representation of the Products may differ as produced by your computer screen.

13.2 The content on our websites 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.

13.3 You are prohibited from using any robots, spiders, data mining, 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.

13.4 We do not guarantee that our website 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 and Conditions. 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.

13.5 You must not link to our website to suggest any form of a 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.

13.6 We may withdraw permission to link to our website 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 website.

13.7 Our website and any Products or services available on or via the website 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 website, 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.

  1. Governing law and jurisdiction

(a) These Terms and Conditions is subject to the laws of England and Wales that govern the rights and obligations of you and Arabian Oud UK and will be subject to the non-exclusive jurisdiction of the English courts; or

(b) These Terms and Conditions is subject to the laws of Scotland that govern the rights and obligations of you and Arabian Oud UK and will be subject to the exclusive jurisdiction of the Scottish courts; or

(c) These Terms and Conditions are subject to the laws of Northern Ireland that govern the rights and obligations of you and Arabian Oud UK and will be subject to the exclusive jurisdiction of the Northern Irish courts.