Return Policy

In case you want to make a refund request for your shipment

Surely, you are able to make retrieving request to returns items as long as the shipment in good condition without any damage or defective and you can return your product through contact our number: 00966920009692

WhatsApp Number: 00966920009692

Email: wecare@arabianoud.com.sa

-Customers may return their purchases within 3 days from the receiving date; provided that the returned products are in the original condition they were purchased in.
-Providing Invoice.
-Partially used products or opened products are not eligible for return unless it is due to manufacturing defect.
-The refund amount will be the same amount in the invoice.
-The refund method will be the same as the purchase method.
-Oud and Oil are not eligible for return.
--Bags are not eligible for return if it was partially opened.

Customer service working hours :

Saturday-Thursday : from 9 AM to 10 PM
Friday : from 2 PM to 10 PM

FAQs

Which are the cases that I can’t be able to return my order?

When you applied a request for return product after the determined time (7 days from the date of receipt.)

When you used the product, open it or damage it.

Products tampered or removed its serial numbers.

When the packaging of the items was damage.

How can I get my money back on my credit card?

If a purchase order had been done by your credit card then you can be able to refund your money. When we receive your request we will return the amount to your balance on Arabian Oud website or to your credit card or whatever the electronic way you use to payment through and the time of receiving amount is different and based on your account bank, may take until 30 days to get your money back.

In case I paid in advance (cash) how can I refund my money?

If a purchase order was by cash on delivery then you can return the demand price to your account on Arabian Oud website, you can use it to buy other products from our website or you can refund the amount of order through bank transfer and may take 30 days to refund amount.

How long shipping company needs time for the customer to return goods?

Shipping officer will contact you within 1 until 5 business days but in some cases, it may request longer time from freight forwarder and it may take 2 weeks.

Replacement Policy

Surely, you are able to make the order for replacement items unless the shipping was in its original case without any damage and that’s through contact our number: 00966920009692

WhatsApp Number: 00966920009692

Email: wecare@arabianoud.com.sa

- Customers may exchange their purchases within 7 days from the receiving date; provided that the exchanged products are in the original condition they were purchased in.

- Providing Invoice.

- Partially used products are not eligible for exchange unless it is due to manufacturing defect.

- Oud and Oil are not eligible for exchange.

-Bags are not eligible for return if the product was opened or partially used.

FAQs

Can I exchange my products?

Yes, you can exchange your products through contacting our customer service, if the product you desire is available we will replace based on the condition that the product you wanted replaced must be in original case without any damage inside or outside and not open, and that should be within 7 days from you received the order.

Cancellation of an order:

We reserved the right of cancellation of the order for any one of the following reasons:
1- Payment process unacceptable or declined.
2- If the address given from client was incorrect or contact information was incorrect or being unable to reach the client.
3- products are not available in this time.

I have received wrong product

First of all, we apologize for this mistake and in this case, you can contact us through the number and/or email mentioned above. We will replace it for you and send the correct product to your location or the closest branch.

After receiving the order we will inspect the products for replacement it or exchange and after checking the returned product from our specialists that product conforms to packing conditions.

Is the perfume which is a sale on the Arabian Oud shopping website is the same with the perfume in branch?

We wish to emphasize here all our products both in the branches or on the shopping website supplied from the same factory, therefore, there is no difference between our perfumes from the branches or our perfumes from shopping store.

Note: In case there is no product available, our team will work hard to provide it to the client and if it fails we will communicate with the client to choose other product or cancel the request and refund money to the customer if it was paid.

What is the procedure in the case of complaint?

In the case of a complaint about the product, delayed receipt or any other problem, you can contact with customer service (email and numbers mentioned above) during businesses hours and they will open special ticket related to the problem details and be followed up within the next 48 working hours.