Contact Us

I have not received any updates/emails about my order?

Please ensure that you check your junk/spam folder as the email could be there. If it's not there, please message us directly and we will resend the tracking information for you.

I placed an order for a product but now I do not want it, can I get a refund?

Message us ASAP: 

If your order has not been dispatched or packaged yet we can cancel and refund your order.

If your order has been dispatched, we will need you to send it back us unopened in order to qualify for a refund. Please note: due to hygiene reasons we cannot offer refunds on our perfume collection, oud perfume oil, or pure oud once they have been sent out. 

Why is my order taking so long to arrive?

For UK orders we use Royal Mail 1st Class which usually takes 1-2 days after dispatch however, it may take up to 10 working days to arrive once in Royal Mail’s hands and this is completely out of our control.

Please check the tracking information provided in your confirmation email, if there isn’t an update it means that Royal Mail has not attempted to deliver your order yet. If your order does not arrive within 10 business days, please do get in touch with us.

It has been over 10 days and my order still has not arrived, what can you do?

Please ensure that you have checked your tracking information on the Royal Mail website, take a screen shot of this and email it to us with your order reference. We will be able to re-send your order to you whilst we resolve the missing parcel ourselves with Royal Mail.

My tracking information states delivered but I do not have the product.

Due to COVID 19 and the pandemic, Royal Mail’s postal workers sign for deliveries on behalf of their customers. 

We ask you to check with your neighbours, family members and any potential safe parcel places you may have (for example: recycling boxes/bins/ behind something in your porch or front door) to ensure it is not with anyone else. If not, please contact Royal Mail as they are able to provide better information to you directly, such as where your order was delivered/who it was delivered to.

I put the wrong address details in my order, can this be changed?

If you have noticed that you entered your address incorrectly straight after placing your order please email us ASAP! Unfortunately we cannot be held responsible for wrong address information provided and if the order has been fulfilled we cannot amend it, we will have to wait and see if the order is returned back to us before we can resend the order to the correct address. 

I have not received any emails/updates about my order…

Please email us with your order details so we can resend you your order confirmation with your tracking information to you.

Do you offer international shipping?

Yes, we use Royal Mail tracked international which usually takes around 7-10 days but up to 3 weeks. We can also deliver with a UPS for a fast 1-3 day international delivery so please message us to set this additional fee up. 

For international orders there may be extra costs relating to import and customs duties which the customer will need to pay for. We are not responsible for these additional costs.

What delivery service do you offer?

UK:

We offer Royal Mail 1st Class signed for / 1st Class which normally delivers within 1-2 days.

If you require something urgently for a gift or special event/ day you can message us and we will be able to arrange a quicker courier service for a fee.

International:

We use Royal Mail tracked international which usually takes around 7-10 days but up to 3 weeks. 

We can also deliver with a UPS for a fast 1-3 day international delivery so please message us to set this additional fee up for you to pay for.

Why isn’t my delivery tracking status updating?

Royal Mail tracking only updates when a delivery attempt is made, if there is no update then it means that your order is still on its way to you. If your order doesn’t arrive within 10 working days, please contact us as your order might be lost.

I have received incorrect items in my order…

Please send us an email with a picture attached of the items that you received alongside your order details so we can arrange a replacement to be sent to you.

Something is missing from my order…

We recommend that you contact Royal Mail to dispute this with them and make a claim for stolen/missing items whilst in transit. 

Please note that we have a strict packing process where each product is signed off when taken to pack, and once everything is reviewed it is signed off and our parcels are sealed.

We accept returns on the following products:

Oudh Bakhoor – box must be returned in original state/ unopened

100% Natural Oud chips 

Incense sticks – Box must be returned in original state/ unopened

Aromatherapy oil – Must be returned with seal intact

We can not accept returns on any of the following due to hygiene reasons:

Perfume collection 

Pure oud oils 

Perfume oud oils

For returns:

Please contact us within 3 days of receiving your order with your name, order reference and accepted product you wish to return.

Please return your item to us within 14 days of purchase, 

As the buyer, you are responsible for return postal fees. Please ensure you obtain a postage receipt as we cannot be held responsible for any returns that may be lost in transit.

We hold the right to refuse to process a return if:

The product is not a returnable item: Perfume collection, Pure oud oils, Perfume oud oils

As we cannot re-sell these products. In this instance we will contact you to ask if you wish for your product back, or we will dispose of this product following our health and safety guidelines to ensure of our customers health and safety are protected.

The product has been used/damaged etc

In this instance we will contact you to make you aware of the reason we have declined your return and offer the option to return this product to you.

When will my return be processed? 

You will receive an email confirmation once we have received your return and processed your refund.

Refunds are usually processed within 14 days, but please allow up to 21 days for your returns payment to reach your bank account.

Why can’t I return Perfume, Pure oud oils, Perfume oud oils?

As we are a small independent family business that focuses on quality of product and ethical trade, we do not have the facilities to security pack our products, so we cannot accept returns on products that are used in a cosmetic way as we cannot offer assurance that they have not been used/tested or opened. 

Yes! 100% We use 100% organic oils and 100 pure natural products. We do not test on animals. We support fair trade and ethically source our oils, we also support sustainability. Both our boxes and packaging are recyclable.

Do you order a gift wrap service?

Yes – Please select this as an add on option and add it to your basket. We gift wrap your order in our signature gift bag, with black tissue paper, gold ribbon, a custom name label on the bag and a personalised gift card with gift message for your recipient - £4 

If you are shopping for more than 1 person and would like different products in your order gift wrapped for different people please ensure you select the gift wrap option for the number of people you would like (so for example: Auntie S and Sister A – add 2 gift wrap to your basket!) and message us with your order reference to let us know what you have purchased for who so we know what to put in each of their gift bags! 

Each of our standard orders come packaged in a discreet white box; the items are packaged with paper filler and black tissue paper with our signature logo label.

My bottle is leaking…

Our products are all hand-poured/hand-filled organic items and you will find that the smell of oud will be on the packaging! We use velvet bags to protect our perfumes, oud oil blends, aroma oils and bakhoor balls.

If a bottle is leaking significantly please message us with a photo and we will can replace your bottle once returned to us.

My bottle arrived broken; how do I get a new one?

We endeavour to protect all of our products when posting; they are packaged in a velvet bag, we use packaging filler for security.

We will replace a bottle that has arrived broken with a new one. To ensure we can do this, we ask for  photographic evidence prior to sending a replacement so please send us a message with a photo of your broken bottle in the packaging it arrived in. This must be taken within 1 day of receipt of your product. 

We have the right to refuse a replacement if insufficient evidence is provided. 

The roller on my product is not working; how can this be fixed?

Our roller balls arrive tight to avoid leakages during transit, they loosen with usage. To loosen the ball, press the bottle down on a hard surface like a table/desk. This should loosen the plastic housing, If this doesn’t work please message us directly with your order details and issue.

My label has not been applied properly, how can this be fixed?

Please note that we hand-pack/hand-pour and hand-blend our product. All our labels are applied by hand, which means that sometimes our bottles and labels are not applied as perfectly as a machine would apply them in a larger perfumery (but we hope you forgive us when you realise how beautiful our organic products are!) We are happy to resend labels for you to replace or you can send the bottle back to us for a replacement!

The label has been damaged, can I get a new one?

Due to the high density of oils in our products labels can fade/discolour!

Depending on how your label was damaged we may be able to offer a replacement bottle which would require you to send your one back or we can send you a new label if you wish to avoid the hassle.

My discovery perfume scent isn’t lasting after I’m spraying it…

There could be a few reasons…

Application and storage are key:

Spray on to clean/dry and warm skin and focus on desired pulse points for full lasting effect; Your pulse points are located on the inside of your wrists, inner elbows, below your belly button, and behind your ear lobes and knees. 

Allow your perfume to dry on your skin rather than rubbing it when applying to ensure the top notes of the fragrance profile can be enjoyed.

Store your perfume inside the black pouch provided and away from direct sunlight to protect its’ scent profile.

Why does the scent disappear after a while? I’ve heard it should last a long time…

There could be 2 reasons - one that not enough perfume was applied to the skin and the second being the skin is not warm enough. 

Perfume with oil requires some warmth to develop, applying to your pulse points (the warmest part of your body is essential to get the best results!)

My oud oil scent isn’t lasting after I’m applying it…

There may be a few reasons but we suggest that you:

Ensure your skin is clean and warm.

Roll the oil onto your desired pulse points and allow to dry without rubbing, this will ensure the longevity of the scent.

Why is the colour of the oil different to my last order?

The colour of oil tends to change depending on the season that is produced, if it was produced for us in Autumn then it will most likely be a little darker, in the summer it will be lighter but it remains the same scent.

I bought a bottle and dislike the scent, can I get a refund?

Unfortunately for hygiene reasons we cannot offer refunds on opened products. Our products are sold in smaller sizes due to the high quality of oud oils that we use. We encourage customers to purchase our discovery perfumes which are 10ml, read the scent profiles of the product before you buy them, and if you are in two minds about what scent you would like, message us! We have the most knowledge and it would be our pleasure to advise you! 

Can I exchange the bottles in the Discovery Perfume Collection?

Unfortunately no, due to the fact everything is hand-packed and hand blended for hygiene reasons we cannot offer exchanges. Our discovery collection is intended to help customers find their favourite scent.

Message us! We have over a decade in scent advisory, with the enthusiasm and passion we have for our products, we will always be happy to assist with finding the perfect scent. 

We recommend you read our scent profile on each product, if you have a favourite note then you can use this to find something you love!

I’m finding that I’m not getting a strong scent with my aroma oil/ bakhoor balls/ oud chips, why is this?

Our products are 100% pure natural, hand-made and hand-picked (oud chips) and because of this their aromas are beautifully different to the cheaper synthetic products that other business sell on the market. You may be used to an overpowering scent, ours are meant to fill your space and compliment it with a stunning aroma.

Aroma oil:

Ensure that your oil burner/diffuser is clean and filled with fresh tepid water before use. Use the bottle dropper by squeezing the top to drop 2-3 drops of oil into the water. Either light your candle or turn on your diffuser. Wait 5 minutes, leave your room and re-enter, you should be able to smell the beautiful aroma. You can add more drops (we recommend no more than 6-8 drops) if you wish for a much stronger scent!

Bakhoor balls:

We find the best way to use our hand-made bakhoor (beside the traditional method of applying it directly to coal as the Arabs do!) is to crush a ball or two of bakhoor place it on an oil burner for the gentle aromatic experience. Wait 5 minutes for the heat to warm the oils in the ball, leave your room and re-enter, you should be able to smell the beautiful aroma. 

You can light the bakhoor directly if on a heat plate also for a stronger aroma or place into a plain tealight for the oil to fuse into the candle wax and burn.

Oud chips:

We recommend that you light the oud chips directly on a heat plate and wait for the scent to infuse the air. Oud chips have a very natural, subtle, beautiful earthy scent. 

Please ensure you keep all burners away from children and pets and they are supervised/never left unattended.

I love your products and I want to leave a review - how can I do this?

As a small family business we always love when our customers leave positive reviews for us and support us!

If you are unhappy with an order, please message us before you review so we can do everything we can to rectify your issues and restore your faith our products.

Reviews can be sent to us:

 Instagram! Just tag us @oudhrafan 

Trustpilot: https://uk.trustpilot.com/review/www.oudhrafan